Treasury Management Client Service Specialist

Treasury Management Client Service Specialist

At Emprise Bank, everything we do is focused on empowering people to thrive. We proudly work to provide an extraordinary customer experience to help our customers achieve their goals.

The Treasury Management Client Service Specialist provides day-to-day customer service and operational support for Treasury Management clients following the sale and implementation of services. This position serves as a primary point of contact for customer questions, service requests, transaction issues, maintenance needs, and general Treasury Management support.

The Specialist manages incoming requests through resolution, completes related administrative and operational activities, and coordinates with internal partners when additional expertise or escalation is required. This position is focused on delivering timely, accurate, and professional service while helping clients effectively use and maintain their Treasury Management services.

A successful candidate will have:

• Exemplary customer service experience
• Strong attention to detail and time management skills
• Confident and articulate communication skills
• Initiative and strong work ethic
• Ability to effectively build and maintain relationships with Emprise associates, vendors, and professional contacts
• An understanding of and commitment to our values

Essential functions of the role:

• Serve as a primary point of contact for Treasury Management clients requiring ongoing support.
• Manage and prioritize the Treasury Management phone queue, email inbox and internal TEAM chats.
• Receive, assess, document, and resolve customer inquiries and service requests.
• Respond to customer questions, concerns, and service issues with professionalism and sound judgment.
• Own customer requests through completion and provide timely updates regarding status, requirements, and next steps.
• Resolve routine issues within established authority and
• Coordinate with customers and internal partners regarding transaction issues, exceptions, temporary increases, maintenance requests, and other ongoing service needs.
• Monitor open requests to ensure timely resolution and appropriate follow-up.

• Complete transaction and file review, reconciliation, reporting, service charging, Positive Pay transaction review, and other operational activities.
• Support Treasury Management wire activity for applicable business lines.
• Support ACH activities, including limit increases, reversal and deletion requests, troubleshooting, and NACHA compliance.
• Support customer and internal requests related to Treasury Management exceptions and transaction issues.
• Manage applicable CDARS and IC S activities, including monitoring maturities, coordinating renewals, completing workflows, electronic signatures, OTEs, and applicable money movement.
• Conduct periodic product and customer reviews.

• Process customer maintenance requests and related documentation accurately and timely.
• Maintain customer and service information in applicable systems and workflow platforms.
• Complete electronic signatures, OTEs, and other administrative requirements associated with ongoing servicing.
• Maintain accurate records of customer requests, activities, and service changes.

• Follow established procedures and controls to support operational accuracy and risk management.
• Recognize customer, operational, fraud, compliance, and service risks and
• Identify recurring customer issues or operational challenges and communicate trends to the appropriate team members.
• Assist with maintaining standard operating procedures and documentation.
• Communicate effectively with customers and internal partners, including Treasury Management Sales, Commercial Banking, Bank Operations, vendors, and other departments.
• Serve as a resource for customer service trends and recurring client needs.
• Provide backup support to the Implementation Specialists and Technical Solutions Specialists, as needed.
• Develop sufficient working knowledge of implementation and technical support functions to provide effective coverage during periods of absence or high volume.

Other duties as assigned within the scope and responsibility of the job.

• High school diploma or GED.
• 1+ year of experience in banking, financial services, customer service, operations, or a related field.
• 2+ years of banking, Treasury Management, or financial operations experience (preferred)
• Working knowledge of ACH, Wires, Positive Pay,…