Treasury Management Operations Implementation & Support Specialist

The Treasury Management Operations Implementation & Support Specialist is responsible for assisting the Treasury Management Sales team in the implementation of Cash Management products and services for both new and existing clients. Train these same clients on the use of these digital services. This position serves as technical and product expert when onboarding Treasury Management customers and is responsible for ensuring services fully meet client expectations. The individual provides ongoing support and acts as liaison between Treasury Management Sales, Branches, CIC and the customer on implementation and service issues when it comes to the Bank's various Cash Management products which include but are not limited to Corporate or Business Online Banking, Mobile Banking, Bill Pay, Wire Transfers, Sweep services, Lockbox, Account Reconciliation, Deposit Escrow product, Check and ACH Positive Pay, Remote Deposit Capture, ACH, Escrow Manager, Certificate of Deposit Account Registry Service (CDARS) & ICS money market programs, Reich and Tang and Federated sweeps. This includes research and resolution of both internal and external requests in a timely fashion to identify root causes of errors and escalating issues as appropriate.

RESPONSIBILITIES:

Operational and Technical Support

* Provides support to Treasury Management Sales and performs the necessary account research to accurately answer internal and external inquiries and requests related to all cash management products and services

* Performs account functions for customers, including, but not limited to, Corporate or Business Online Banking, Mobile banking, Bill Pay, Wire Transfers, Sweep services, Lockbox, Account Reconciliation, Check and ACH Positive Pay, Remote Deposit Capture, Deposit Escrow, ACH, and the Escrow Manager, Certificate of Deposit Account Registry Service (CDARS) & ICS money market programs, Reich and Tang and Federated sweeps.

* Verifies and validates key customers and related service charges in the Bank's XAA account analysis system including providing ad hoc reports upon request

* Review the accuracy of Agreements

* Respond to Treasury Management emails and phone inquiries.

* Open new Deposit and Savings accounts

* Assists the Treasury Management Sales team with the management of the XAA Account Analysis system.

* Supports Treasury Management Sales with inquiries and issues related to cash management products and services in addition to identifying sales opportunities to strengthen client relationships

* Provides extensive training and assistance to internal and external customers on beneficial features and the utilization of online Cash Management products, services, and online modules

* Handles case escalations for the Treasury Management sales team

* Independently troubleshoots intermediate technical issues and completes research requests while providing timely resolution or promptly escalates issues as needed

* Monitors customers' accounts to ensure customers receive services as requested and accounts comply with cash management implementation procedures and bank policies

* Provides demonstrations and/or training for customers as needed on cash management product usage, as well as installation and troubleshooting of hardware/software

* Ensures service and fulfillment related requests/inquiries are directed to the appropriate teams and result in a highly satisfied client experience

* Communicates resolutions to customers, acts as liaison between customer and the Treasury Management sales team

* Recognizes potential fraud situations and provides assistance to mitigate fraud

* Attends complex implementation calls as required; escalate potential roadblocks early

* Contributes to special projects as requested by Senior Management.

* Assist with the testing of system upgrades on Cash Management products.

Merchant Source Capture

* Assists Treasury Management Advisors with installs and troubleshooting

* Performs complex troubleshooting and for Merchant Capture customers

* Provides key customer personnel with the set-up and training for merchant source capture technology

* Installs and reinstalls related software on customer's computers

* If necessary, performs backward reverts

Secure Browser

* Performs complex troubleshooting and for Corporate and Business Online Banking customers

* Provides key customer personnel with the set-up and training.

* Installs and reinstalls related software on customer's computers

Other

* Performs all duties consistent with applicable Federal and State laws and regulations as well as Bank policies

* Performs other related duties as assigned

* Exceeds customer expectations by following the guidelines outlined in the Customer Experience Program

* Assists with Ad hoc projects

REQUIREMENTS (Knowledge, Skills, Abilities, and Education and/or Experience):

* Comprehensive knowledge of the Bank's products, services, and operations, specifically relating to Cash Management products and services

* Comprehensive knowledge of Rockland Trusts deposit products and services

* Comprehensive knowledge of applicable policies and procedures including ethics and customer confidentiality and regulations; including Regulation E, Regulation J, Regulation CC, UCC4A and National Automated Clearinghouse Association (NACHA) operating rules

* Comprehensive understanding of technical applications

* Comprehensive knowledge of banking operations

Skills

* Read, analyze, and interpret federal and state regulations, general business periodicals, professional journals, operating and maintenance instructions, technical procedures, or business contracts

* Write reports, business correspondence, and procedure manuals

* Calculate amounts and figures such as fractions, percentages, ratios, and proportions

* Define problems, collect data, establish facts, and draw valid conclusions

* Strong computer and technical skills

* Strong analytical skills to evaluate the interconnectivity and accuracy of data.

* Working knowledge Microsoft Word, Excel, PowerPoint and Outlook. SharePoint.

* The incumbent must be dependable, highly organized, possess effective communication skills and the ability to work independently.

* Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.

* Ability to establish and maintain effective working relationships

* Updates job knowledge by participating in educational opportunities

* May be required to lift and/or move up to 20 pounds

* Ability to solve practical problems without assistance

Abilities

* High attention to precision, detail, and confidentiality

* Ability to work in a dynamic, high monetary risk operations governed by established deadlines and regulatory requirements

* Ability to work remotely and have secure access to Wi-Fi

* Effectively communicate with team members and customers, present detailed information, and respond to questions from groups of managers, team members, or clients

* Collaborate, build relationships, influence key stakeholders and decision makers, and manage conflict

* Think independently, solve problems, exercise sound judgment, and identify alternative procedures, or recommend efficiencies to correct or strengthen the internal control structure

* Ability to multi-task and pay attention to detail while operating with accuracy in a fast paced, deadline-oriented environment

* Ability to interpret instructions in written, oral, diagram, or schedule form

* Provide excellent customer service; interact with others in a friendly, professional manner

* Ability to work independently, performing tasks without supervision

Education and/or Experience

* Bachelor's degree (B.A.) from a four-year college or university; and four or more years of related banking experience and/or training; or equivalent combination of education and experience

* Cash Management or Treasury Management and Customer Service experience preferred

* Certified Treasury Professional or NACHA designations, Project Management experience, Compliance and/or Risk Management experience a plus.

At Rockland Trust you'll find a respectful and inclusive environment where everyone is given the chance to succeed. We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, marital status, national origin, disability status, protected veteran status, or any other characteristic protected by law.