Senior Treasury Management Client Support Specialist

Job Summary:

The Senior Treasury Management Client Support Specialist plays a strategic and highly skilled role in delivering exceptional support, training, and advanced troubleshooting for business clients utilizing Encore Bank’s treasury management and specialty banking solutions. In addition to all responsibilities of a Treasury Management Client Support Specialist, this senior‑level role provides expertise in complex digital treasury tools, including Digital Escrow, ERP integrations, advanced payment solutions, and specialized onboarding needs. This position serves as a subject-matter expert, escalation point, and peer mentor. This individual is expected to demonstrate strong analytical abilities, independent problem‑solving, and the capacity to communicate complex product concepts clearly to a wide range of users.

Primary Responsibilities:

The duties listed below are some of the duties that may be assigned and may not include all responsibilities that the person in this role may be asked to perform. Incumbent may be required to perform other related duties as assigned.

• Provide expert‑level guidance on treasury management products including online banking platforms, ACH, wire transfers, Remote Deposit Capture (RDC), Digital Escrow, and ERP integrations.
• Serve as a senior point of contact for escalated client inquiries and high‑complexity troubleshooting issues.
• Manage communications with clients via phone, email, or virtual meeting, resolving inquiries promptly, professionally, and accurately.
• Assist with onboarding new treasury clients, including those with complex technical configurations, multi‑system integrations, or customized digital setups.
• Ensure resolution follow‑up with clients to confirm satisfaction and issue closure.
• Develop and facilitate training for complex products such as Digital Escrow, ERP/API integrations, and enhanced digital payment solutions.
• Create or assist with developing training materials, documentation, and knowledgebase content to support product adoption.
• Diagnose and resolve complex technical issues, including escalation-level RDC scanner problems, software conflicts, API/ERP configuration errors, and secure file transmission challenges.
• Troubleshoot digital platform malfunctions, data‑flow inconsistencies, and integration failures with external systems.
• Provide feedback to product managers and leadership on technical performance, client needs, and process improvement opportunities.
• Support internal reporting efforts related to client issues, trends, and training.

Supervisory Responsibilities

• May act as a mentor or informal team lead for Treasury Management Client Support Specialists.
• No direct supervisory responsibility unless organizational structure changes.

Skills and Qualifications:

These specifications are general guidelines based on the minimum experience normally considered essential to the satisfactory performance of this position. The requirements listed below are representative of the knowledge, skill and/or ability required to perform the position in a satisfactory manner. Individual abilities may result in some deviation from these guidelines.

• 3–5+ years of banking experience, with at least 2 years in Treasury Management or technical client support.
• Demonstrated expertise in digital treasury products, payment systems, or financial technology tools.
• Strong understanding of ERP integration processes, Digital Escrow platforms, file transmission formats (ACH, BAI2, ISO XML), and API/data exchange fundamentals.
• Exceptional written and verbal communication skills, including the ability to explain complex concepts to varied audiences.
• Strong analytical and problem-solving ability with a focus on root cause identification.
• Ability to manage multiple priorities while working in a fast-paced environment.

Computer and Office Equipment Skills

• Microsoft Office Suite including Word, Excel, and PowerPoint

Physical Requirements:

The physical demands described here are representative of those that must be met to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform essential functions.

• While performing the duties of this job this individual is regularly required to stand for long periods of time, walk, sit, talk, hear, use their hands and fingers (manual dexterity), use a telephone, and occasionally lift and /or move up to 50 pounds.
• Specific vision abilities required by this position include, close vision, and the ability to adjust focus.

Mental Requirements:

• The ability to solve problems, make decisions, supervise others, interpret data, organize information, written and oral communication and read/write.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

Encore Bank is an Equal Opportunity Employer. All qualified applicants will receive consideration without regard to race, color, religion, age, ancestry, citizenship, sex, sexual orientation, gender identity, national origin, marital status, genetic information, physical or mental disability, veteran status or any other characteristic protected by law.