Treasury Management Support Representative

SUMMARY

Responsible for independently assessing and processing inbound business banking related phone calls, emails, and requests to accomplish a satisfactory result for the customer and the Bank. Proactively sells, cross-sells and refers to bank products and services.

ESSENTIAL DUTIES

• Professionally processes inbound phone calls, emails, and request concerning technical difficulties, account questions, product and service information, Bank Policy, and various other customer and Bank partner requests including opening accounts.
• Actively pursue opportunities to expand existing customer relationships.
• Maintains advanced level technical knowledge of various bank products, services, and electronic delivery channels as defined by the treasury management department standards. Examples include ACH, wires, and Positive Pay.
• Maintains proficiency and effectively services treasury management customers, including but not limited to, business banking online, business banking customer service inquiries, and business banking products.
• Accurately completes necessary paperwork and procedures within established guidelines to complete customer’s requests for various services and products.
• Efficiently interpret and explain bank charges, policies, procedures, special programs and rates in non-bank terms to ensure customer understanding of information being communicated.
• Maintains compliance with various banking regulations.
• Proactively advises management of irregular or recurring problems and suggests improvements to better service the customers.
• Maintains the customer’s confidentiality.
• Proactively serves as a liaison for customers and bank partners. Takes ownership of customer related problems. Pursues solutions on behalf of the customer and independently resolves calls and emails.

SECONDARY DUTIES

• Daily contact with bank customers, bank partners, supervisor, co-workers, and other Bank Departments and managers.

SUPERVISORY RESPONSIBILITY

• This position will not be responsible for the supervision of any employee(s).

ENVIRONMENT AND PHYSICAL ACTIVITY

Tasks are primarily in an office setting and require the ability to sit for prolonged periods of time. Prolonged visual concentration at a computer monitor can be expected. Employee must be able to lift up to 25 pounds on an infrequent basis.

This description is meant as an overview of this position and is not intended to describe all tasks which the employee may be asked to perform. Changes may be made to this description at any time at the discretion of the bank. Reasonable accommodation may be made to assist qualified individuals in completing the essential function of the position.

MINIMUM REQUIREMENTS

• Associate's degree or equivalent experience.
• Four or more years of experience in banking in a retail or operations area.
• Fiserv experience and Q2 experience a plus.
• Excellent oral and written communication skills.
• Ability to sell, cross-sell and refer bank products and services.
• Excellent customer service skills.
• Ability to work independently and as a team with excellent time management skills.
• Knowledge of various personal computer programs and various electronic delivery channels. Proficient with internet, mobile banking, and other technologies.
• Ability to independently and effectively resolve all customary and usual service inquiries.

Management reserves the right to change this job description at any time according to business needs.