Treasury Management Services Representative I

Position Summary:

The Treasury Management Services Representative I in our Treasury Management department is responsible for independently assisting customers by providing them with solutions to any questions they may have, training them on products/services they utilize and overall support with any of the digital channels. The Customer Service Representative will provide exceptional, accurate and timely assistance involving daily processing of financial transactions in a fast-paced, time sensitive operations environment.

Responsibilities include, but are not limited to:

• Handle direct calls from our commercial business customers as well as from our support centers and branches and inquiries/complaints concerning supported programs.
• Accurately & efficiently assists customers with questions and in-depth product & account inquiries by providing them with accurate information in a professional and courteous manner in accordance with customer service standards.
• Accurately & efficiently assists customers with requests such as account maintenance, service orders and general product inquiries. Work with the Digital Solutions team to ensure timely and accurate onboarding of products and services.
• Process temporary limit changes for ACH, RDC and mobile deposit while ensuring compliance with internal policies.
• Complete the training and onboarding process for new products and services to new or existing clients.
• Accurately & efficiently assists customers with complex questions and issues concerning internet banking, mobile banking, online bill pay, remote deposit capture, positive pay, online ACH and wire origination etc.
• Facilitate new account opening and service addition documentation when necessary.
• Acts as a liaison between the customer, and the operational team, as well as the relationship manager.
• Assists with customer outreach when systems are unavailable or decisioning deadlines are approaching.
• Identify and escalate system problems/errors when necessary.
• Processes work in a timely and efficient manner within the time frames set forth in the department service standards and service level agreements.
• Ensures customer interactions & documentation is compliant with bank policy & federal regulations, and all mandated timing requirements are met.
• Accountable for always doing the right thing for customers and colleagues and ensures that actions and behaviors drive a positive customer experience, both internally and externally.
• Completes various validation and maintenance when call volumes are low.
• Completed required training associated with job function.
• Performs duties according to established bank policies and procedures and provides general back-up in areas not assigned as primary functions.
  
  

Qualifications

Education/Experience:

• Associates Degree or equivalent customer service, call center or banking experience.
• 1 years Call center and/or banking experience desired.
• Previous experience with treasury management a plus but not required
  
  

Skills:

• Must be able to work with a significant amount of detailed information in an accurate, timely and confidential manner
• Excels at computer and Internet skills
• Excellent verbal and written communication skills
• Use critical/analytical thinking and problem-solving skills to troubleshoot client issues and inquiries
• High level of interpersonal skills to interact with the banks most profitable customers and potential customers in a professional manner
  
  

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