Treasury Management Support Specialist

General Job Responsibilities

The Community Bank Treasury Management Support Specialist (TMSS) provides implementation, training, and ongoing service support for the Bank’s Treasury Management customers & serves as a resource to staff members system wide on Treasury services. This position interacts directly with the Bank’s largest business relationships, & the individual in this role is expected to deliver an exceptional standard of service in every interaction and to represent the Bank credibly to business owners, controllers, and chief financial officers. The TMSS must be responsive, accurate, & accountable, taking personal ownership of customer issues and following them through to full resolution rather than deferring them. The TMSS must possess knowledge of all bank products applicable to the assigned position, fully understand and adhere to all federal and state laws and the policies of the Bank, and exercise sound judgment & close attention to detail in resolving complex and technical problems. The TMSS works directly with customers, officers, other areas of the bank, and third-party service providers to implement services, train customers, and resolve issues through to completion. Occasional travel to bank offices & customer locations may be required. The TMSS reports to the assigned Operations Supervisor or Manager.

Examples of Work

*Coordinating the implementation of Treasury services from receipt of approved documentation through customer go-live; *setting up & maintaining customer entitlements, user profiles & service parameters in accordance with approved documentation; *tracking open implementations & communicating status & timelines to the customer & assigned officer; *assisting with the development of customer training materials; *assisting staff system-wide with Treasury product & technical questions; *answering phone calls, emails & chats from Treasury customers; *researching/resolving customer issues related to ACH origination, wire transfer, remote deposit capture, mobile deposit, positive pay, commercial digital banking & other Treasury services; *gathering documentation & reports requested for internal audits, external audits & regulatory examinations; *participating in testing of platform releases, new features & product enhancements prior to deployment; *identifying cross-sell, service expansion & retention opportunities & referring them to the appropriate officer; *working with vendor & third-party support teams to research/resolve issues, including opening, tracking & escalating support tickets; *other tasks & duties as assigned.

Education and Experience

Graduation from high school or equivalent GED required. An associate’s or bachelor’s degree in business, finance, accounting or a related field is preferred. A minimum of one year of work experience in the banking industry or related position requiring customer service and attention to detail is required. Three or more years of experience in treasury management, cash management or electronic banking implementation & support is preferred, as well as, a working knowledge of National Automated Clearinghouse Association (NACHA) rules, ACH file formats, commercial digital banking platforms & account analysis. An equivalent combination of education & experience that provides the knowledge & abilities necessary to perform the work will be considered.