TREASURY MANAGEMENT SUPPORT SPECIALIST

The Treasury Support Specialist (TSS) will serve as the long-term front-line support contact for all Treasury Management Commercial Clients and will be responsible for delivering high level customer service for wide variety of complex commercial products. (Including but not limited to: ACH, Remote Deposit Capture, Wires, Positive Pay, Commercial Internet Banking, Dynamic Sweeps, Lockbox, Credit Cards, Merchant Services, Commercial Deposit Accounts, Account Analysis, Premium Reports, Payroll, ICS/CDARS, and Direct Connect).

They will be the “Voice of the Bank” when it comes to providing customer support to Treasury Management customers. They will work closely with the Treasury Management Officers (TMO), and Treasury Implementation Specialists (TIS) and other departments to provide a positive and seamless customer experience. The TMS will strive to become a subject matter expert of all Treasury Management products and understand intricacies of bank systems and settings to be able to handle customer issues with a goal of a one-call resolution.

Essential Duties and Responsibilities include the following: (Other duties may be assigned)

• Provides a highly personalized approach to customer service for all Treasury Management.
• Ability to be polite, professional and competent in handling customer issues.
• Provides effective communication and follow up between customer, and other departments of the bank to ensure timely resolution of customer issues.
• Will participate in customer implementation phone calls, along with other Treasury personnel, both before and after Treasury Services are implemented to ensure all parties are on the same page through the onboarding process.
• Will perform onboarding, and maintenance tasks for all new and existing Treasury customers.
• Assist TMO/TIS with training customers as needed, including new users, and/or new services.
• Will assist TMO’s and TIS’s when they are out in the field to help resolve client issues.
• Become highly knowledgeable of bank systems, settings and Treasury services with a goal to become a subject matter expert of all Treasury Management products and services.
• Must be a problem solver using analytical thinking skills to resolve complex customer issues.
• Will strive for goal of resolving the customer’s issue on the first call.
• Will participate in department projects, system upgrades, conversions, and set up of new banking products or services.
• Will assist in department audits, reviews and reports as needed.
• Will participate in quality control efforts to ensure proper documentation is requested, obtained, signed, and stored in accordance to department guidelines.
• Must understand how to address difficult situations and when issues need to be escalated
• Will be able to identify potential sales opportunities and coordinate with TMO’s for follow up.
• Will help track and monitor customer call activity and assist management in reporting activities.
• Must be able to follow bank policies, procedures and regulations.
• Must understand and follow all bank security procedures.
• Other duties as needed.

Education and/or Experience

Three or more years of customer service experience in financial services or banking; preferable training in Treasury Management products and services.

Ability

Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.

Skills

Ability to read, analyze, and interpret technical procedures and/or governmental regulations. Ability to write reports, business correspondence, and procedure manuals. Ability to effectively present information and respond to questions from other employees, customers and the general public. Ability to calculate basic math figures and amounts. Ability to apply concepts of basic algebra and geometry. To perform this job successfully, an individual should have knowledge of internet browsers as well as Microsoft Office software, especially Outlook, Word and Excel. Must have a service mindset and be task oriented. Thrives on exceeding customer expectation. Detailed, organized and technical. Always eager to learn. Displays a positive attitude and demeanor, treats customers and others with a high level of respect and professionalism. Ability to express a positive phone voice and let the customer “hear you smile”. Great listener that asks probing questions to properly identify the root cause of the issue.

Physical Demands

This position may require long periods of standing or sitting and may include long periods of typing and repetitive motion. Candidates must possess the ability to lift and carry cash drawers, coin bags, and boxes sometimes weighing as much as 25 pounds. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Work Environment

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. The environment would be consistent with a typical business office with moderate noise, services open to the public and the ability to work in a confined area typically indoors.

All employees are required to attend training as required by GPB, as well as support the overall compliance program by complying with all laws, policies and procedures.

We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state or location protected class.