Overview:

This position is responsible for customer support and operational processing for Treasury Management (TM) products and services.  TM products and services supported include, but are not limited to: Access JFG, remote deposit capture, positive pay, collateral allocations, sweeps, lockbox processing, XAA billing inquires, etc. Support for internal and/or external clients in a customer contact center environment.

KEY RESPONSIBILITIES 

Position Specific Responsibilities

Assists customers with service issues for the TM suite of products and services.

Independent troubleshooting to resolve service requests of varying complexity upon first contact with the client whenever possible for a TM Products.

Recognize service-related patterns and analyze the issues to escalate situations as appropriate to line of business partners.

Interacts effectively with customers and line of business partners on a regular basis using effective oral and written communication skills. This may include via telephone, email, written documents, and internal IM. 

Specialists have a certain level of autonomy when making decisions or communicating to others. The Specialist is expected to collaborate with other associates and leadership regarding critical matters and decisions.

Required to meet established service level agreement (SLA) standards for calls, electronic messages, and operational tasks. SLA’s include but are not limited to: time associate is in available status for calls, average speed to answer, hold times, number of calls answered & abandon rates, message response/resolution times, completion of operation tasks, etc.

Escalates incident/service requests that cannot be resolved within the SLA.

Participates in educational opportunities including review of product upgrades, product enhancements, and participation in advisory/professional groups, forums and conferences.

Partner with other departments to research and solve operational, system and training issues as necessary.

Participates in departmental and corporate projects or initiatives to ensure understanding and translate the impact of the project in relation to the roll of the TM Support team through communication and procedural updates.   

Job Requirements

Strong customer focus and able to deliver exceptional customer service. 

Relevant experience in banking or related field preferred.

Proficiency in Outlook, Word and Excel required.

HS Diploma Required.

Good verbal/written communications skills.

Ability to work independently.