This position is responsible for supporting the bank’s Treasury Management program by strengthening existing relationships through excellent customer service. The Support Specialist acts as a resource for customers contacting the Business Hotline via phone as well as responding to messages via email or online banking related to business accounts or treasury management products and services. Maintaining a courteous and professional approach even in challenging situations, as well as having a working knowledge of all treasury management products is critical for this role.

·         Gather information from customer inquiries regarding treasury management products, such as ACH Origination, Desktop Remote Deposit Capture, Merchant card processing terminals, etc and referring to the appropriate team members for follow up with the customer.

·         Configure business online banking setups for new customers, including contacting customers with outstanding/incomplete business registrations to gather any necessary paperwork needed to fully complete their enrollment, and following up with initial login to answer any customer questions regarding basic online banking functionality for businesses.

·         Perform other maintenance related requests in online banking such as adjusting limits within online banking regarding business ACH & external transfers, configuring cross entity setups, adding business accounts, or completing Super User changes, ensuring that proper documentation and approvals have been obtained in accordance with policy and procedure.

·         Assist business customers with the Spendtrack expense management system for corporate credit cards, including initial setups as well as new or recurring issues.  This also includes reviewing the administrative page several times daily for registration approvals.

·         Compile cash advance receipts from daily branch credit card terminal activity for archiving and research.

·         Support branches with any customer issues involving business online banking, as well as other treasury management related matters.

·         Complete internal requests for business relationship profiles, including researching and documenting all currently used treasury management products and services for certain customers and their related entities/individuals.

·         Participate in special customer outreach projects, previous examples of which include contacting existing customers regarding the business credit card conversion, ACH Token implementation and the external loan payments conversion.

·         Understand and support all BSA/AML responsibilities as applicable to the position as well as consistently, accurately, and timely carry out these responsibilities in compliance with the Bank’s internal policies

·         Perform other related work and duties as assigned

·         Prior customer service experience, especially via phone is preferred, but not required.

·         Prior banking or treasury management experience also preferred.

·         High school diploma or general education degree (GED) required. Some college background strongly preferred, but not required.

TECHNICAL SKILLS

·         Proficient with Microsoft Office products including Word, Excel, Outlook

·         Must be willing to learn new systems and adapt to emerging technologies

LANGUAGE SKILLS

·         Ability to analyze reports and communicate the results to others

·         Ability to read and interpret documents such as procedure manuals and release notes

·         Ability to write business correspondence using proper grammar and accurate spelling

REASONING ABILITY

·         Effective problem-solving skills that utilize both quantitative and qualitative information along with intuition

·         Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form 

·         Organizational, priority setting, and decision-making skills are also required

PHYSCIAL DEMANDS

• While performing the duties of this job, the employee is required to use hands and fingers to operate office equipment, telephones, etc.
• The employee must occasionally lift and/or move up to 25 pounds
• Specific vision abilities required by this job include close vision, and ability to adjust focus

WORK ENVIRONMENT

·         The noise level in the work environment is usually moderate.

BENEFITS AND ADDITIONAL INFORMATION

·         Bank wide bonus, 401(k), ESOP, Medical, Dental & Vision insurance, Health Savings Account, Life Insurance, Paid Holidays, PTO, and Paid Volunteer Time.

·         Work Schedule is Monday through Friday

·         Full-time 37.5 – 40 hours per week

·         Flex Schedule Information

This job description is not designed as a comprehensive list of activities, duties, and/or responsibilities and may change at any time with or without notice. The duties and qualifications stated within this job description are representative of the knowledge, skill, and/or ability required for this position.

Somerset Trust Company is an Equal Opportunity Employer, including disability and protected veteran status. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this position.