What are the responsibilities and job description for the Treasury Services Specialist position at ChoiceOne Bank?
Description
Treasury Services Specialist
Non-Exempt – Grade Level 4
Equal Employment Opportunity
Corporate Values & Mission
“Provide superior service, quality advice and show our utmost respect to everyone we meet.”
General Summary
As the primary contact for questions and troubleshooting related to Treasury Services, provide world-class support and service to our banking customers. Focus on the Treasury Services and e-commerce products provided by the Bank. Be a specialist in these products and advocate for the Bank’s technology.
Reports To: Treasury Services Manager
Essential Duties and Responsibilities
- Answer incoming calls quickly and efficiently, escalating issues when appropriate.
- Take ownership of calls and respond with a “First Call Resolution” mindset (85% achievement).
- Process and complete all incoming service requests from the Treasury Help email box, including new product setups, existing product maintenance, customer email requests, Treasury portal messages, return voicemails, etc.
- Be an expert in using and administering Treasury Services products; including but not limited to, ACH Origination, Online Wires, Bill Pay, Positive Pay, Business Remote Deposit Capture, and emerging payments (e.g., Smart Pay, EPS, Autobooks).
- Schedule and conduct new or additional product training sessions with existing Treasury customers virtually or on-site.
- Assist the Treasury Services Manager with all internal departmental audits (ACH, Business Remote Deposit Capture, etc.).
- Assist in gathering information for reporting our treasury products, customer relationship database, and core systems, and departmental audits (ACH, Business Remote Deposit Capture, etc.).
- Prepare monthly Treasury Services statistics dashboard for Senior Management.
- Additional responsibilities as assigned.
- Be familiar with and comply with the provisions of the Bank Secrecy Act and USA PATRIOT Act as they relate to the functions of this position. Complete all required reports related to those acts and reports any observed violations or potential violations of those acts to a supervisor or other appropriate bank officer.
- Be familiar with and comply with all federal and state banking regulations as applicable.
Qualifications
To perform this job successfully, an Individual in this position must be able to perform each of the above essential duties satisfactorily and exhibit the values of the Company. In addition, the requirements listed below are representative of the knowledge, skill and/or ability required.
Experience and/or Education
- High School Diploma or GED
- Bachelor's Degree in business-related major preferred
- Treasury Services or Retail Banking experience preferred
Competencies
Communication – Effective written and oral communication skills required, with the ability to interface with Internal and external stakeholders and community partners. Has group presentation skills.
Problem Solving – Identifies and resolves problems in a timely manner; gathers and analyzes information skillfully; develops alternative solutions; works well in group problem solving situations; uses reason even when dealing with emotional topics.
Customer Service – Manages difficult or emotional customer situations; responds promptly to customer needs; solicits customer feedback to improve service; responds to requests for service and assistance; meets commitments.
Quality – Demonstrates accuracy and thoroughness; monitors own work and the work of others to ensure quality.
Quantity – Meets productivity standards; completes work in a timely manner; strives to increase productivity; works quickly.
Attendance/Punctuality – Is consistently at work and on time; ensures work responsibilities are covered when absent; arrives at meetings and appointments on time.
Dependability – Follows instructions; responds to management direction; takes responsibility for own actions; keeps commitments; commits to long hours of work when necessary to reach goals; completes tasks on time or notifies appropriate person with an alternate plan.
Initiative – Undertakes self-development activities; takes independent actions and calculated risks; looks for and takes advantage of opportunities; asks for and offers help when needed.
Physical Demands and Work Environment
Ability to work in an office environment which may include many hours of computer and telephone usage. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
This position description is not to be construed as an exhaustive statement of duties, responsibilities, or requirements. Employees may be required to perform any other job-related instructions as requested by their supervisor, subject to reasonable accommodations.