Treasury Management Operations Implementation & Support Specialist

Overview

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 related 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.

• 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.

• Assists Treasury Management Advisors with installs and troubleshooting
• Performs complex troubleshooting 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

• Perform…