Treasury Support Specialist

Position Summary

Responsible for providing dedicated support to commercial customers and business banking clients through inbound and outbound business calls, treasury management servicing, business online banking implementation, customer training, commercial deposit support, and resolution of escalated service needs. This position serves as the subject matter expert for complex business customer inquiries, including but not limited to Positive Pay, ACH file origination, Remote Deposit Capture, wires, bill pay, sweep accounts, lockbox, merchant services, ISC, ZBA, treasury management entitlements, user access, token distribution, documentation, and related implementation support.

The role provides support for treasury service implementations and ongoing servicing while also providing overlay support for escalations, fraud-related inquiries, risk escalation, internal coordination, and overflow customer call volume as needed.

• Receive and respond to inbound business customer calls, place outbound business calls, and provide overflow customer support as needed through the Customer Service Center / Helpdesk.
• Serve as a dedicated support resource for commercial customers and business banking services, including complex business onboarding, setup, implementation, and ongoing service needs.
• Provide end-to-end implementation, customer training, and ongoing support for treasury services, including Positive Pay, ACH file origination, Remote Deposit Capture, wires, bill pay, sweep accounts, lockbox, merchant services, ISC, ZBA, and related business online banking services.
• Perform treasury management servicing and entitlement maintenance, including business online banking access, user permissions, token distribution, and related customer setup activities.
• Prepare, review, collect, and maintain required customer documentation, agreements, service forms, implementation records, onboarding checklists, and maintenance requests to support accurate and complete treasury service setup.
• Support commercial deposit account servicing and documentation, including account opening or maintenance support, entity documentation, authorized signer information, account disclosures, Know Your Customer updates, and customer record accuracy in coordination with applicable internal departments.
• Research, troubleshoot, and resolve escalated treasury service issues, complex business customer inquiries, fraud-related matters, payment service concerns, and risk escalations, taking ownership through resolution and coordinating with internal partners when needed.
• Provide overlay support for escalations and serve as the subject matter expert for complex business customer servicing and business online banking implementation.
• Participate in client discovery conversations for complex commercial clients in partnership with relationship managers to identify client needs, support treasury recommendations, and assist with analysis service package discussions.
• Serve as an internal liaison between Treasury Management, relationship managers, Retail, Deposit Operations, Customer Service, Technology, Fraud/Risk, Compliance, and other operational teams to coordinate complex commercial client service implementations, documentation, issue resolution, and ongoing support.
• Provide customer education and training on business online banking, treasury service functionality, file submission requirements, exception processing, fraud prevention tools, reporting features, and service procedures to support effective customer adoption.
• Identify opportunities to convert appropriate small business and non-analyzed accounts to analyzed relationships using analyzed versus non-analyzed tracking and client activity review.
• Support creation and maintenance of dashboards or reporting used to track business customer activity, business support volume, treasury servicing, escalations, and conversion opportunities.
• Perform other duties as assigned based on business needs, including customer service overflow, special projects, process improvement, and documentation support.

• Required Experience:
  
  Five or more years of banking, customer service, treasury…