Treasury Management Services Representative

Treasury Management Services Representative I

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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.

• Handle direct calls from our commercial business customers as well as from our support centers and branches and inquiries/complaints concerning supported programs.
• Accurately and efficiently assist 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 and efficiently assist 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 and efficiently assist 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.
• Act as a liaison between the customer, the operational team, and the relationship manager.
• Assist with customer outreach when systems are unavailable or decisioning deadlines are approaching.
• Identify and elevate system problems/errors when necessary.
• Process work in a timely and efficient manner within the time frames set forth in the department service standards and service level agreements.
• Ensure customer interactions & documentation are compliant with bank policy & federal regulations, and all mandated timing requirements are met.
• Ensure always doing the right thing for customers and colleagues, driving a positive customer experience both internally and externally.
• Complete various validation and maintenance when call volumes are low.
• Complete required training associated with job function.
• Perform duties according to established bank policies and procedures and provide general back-up in areas not assigned as primary functions.

Education/

Experience:

• Associate's Degree or equivalent customer service, call center, or banking experience.
• 1+ years of call center and/or banking experience desired.
• Previous experience with treasury management a plus but not required.

Skills:

• Ability to work with a significant amount of detailed information in an accurate, timely, and confidential manner.
• Excellent 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 bank's most profitable customers and potential customers in a professional manner.

Seniority level:
Entry level

Employment type:

Temporary

Job function:
Other