GENERAL SUMMARY

Under the direction of the FVP TMIS Manager, the AVP, Treasury Management Officer is responsible for the overall coordination of day-to day activities within the Treasury Management Implementation and Support Department. The incumbent supports the overall needs of the department team members. Incumbent interacts with customers and Bank Staff, ensuring superior customer service and the delivery of a quality implementation experience. Incumbent prioritizes workload and provides expert level support to include various treasury management products and services including but not limited to D1 (On-line Banking), Account Reconciliation, Positive Pay, ACH, Tax Payments, Wire Transfers, Cash Vault, Lockbox, and Remote Deposit Capture. Mentor and train Treasury Management Implementation and Support staff. for implementation and ongoing customers service of various Treasury management products. The incumbent provides operational and technical assistance to team members and customers. This position is responsible for meeting servicing and efficiency goals to ensure quality client service and satisfaction. If applicable or appropriate, assists in business unit's compliance with applicable laws, regulations, regulatory requirements and Bank policies and procedures, including but not limited to those related to Fair Banking, Anti-Money Laundering laws and regulations, Bank Secrecy Act and USA PATRIOT Act.

ESSENTIAL FUNCTIONS

The incumbent oversees the Treasury Management Implementation and Support activities that include internal and external audits, development and updating of desktop procedures for new and existing products.
Onboard and provide customer support for daily tasks that include incoming and outgoing calls, customer emails, broadcast emails to customers, voicemail messages.
Maintain a client first culture among the team through open dialogue, encouragement of feedback and attracting and/or retaining superior talent
Provide guidance to define, lead and implement strategies to improve and re-engineer processes to increase cost efficiencies and improve the client experience through the onboarding process for Treasury Management products, delivery times to market, and improve SLA's.
Assist manager in providing guidance and direction to staff, including goal setting, training and development. Position includes screening and interviewing candidate for open positions.
Serve as first point of contact for escalation support for customers and team members.
Provide support for implementation of more complicated customer set-up and service requirements.
Monitor Service Level Agreements to ensure complete satisfaction.
Serve as a Subject Matter Expert ("SME") for the customer communications functions and serve as SME for the department manager in other functions, products, and services.
Assist with customer implementations and training as needed.
Resolves the more complex working problems. Develops/maintains quality client relations which may include servicing complex issues for high valued clients.
Ensure processes meet regulatory and risk management requirements.
Ensure quality customer service and effective and efficient operations support for the assigned area's internal business partners and /or external customers/clients.
Maintain logs, volume activity charts, records and provide management with (daily, weekly, and monthly) requested statistical data.
Provide review, analysis, testing and implementation for new automation initiatives and deployment of new cash management products and services.
Designs, documents, and implements new methods and procedures as required to make daily operations of the team more efficient. Controls and monitors the progress of all projects. In cooperation with management, ensures that all audit reports and responses are acceptable

QUALIFICATIONS

Education: High school graduate. Some college preferred, but not mandatory.
Experience: 5 - 7 years of experience with banking products and services with an emphasis on treasury management products and services. Some working experience in a supervisory role in a banking back office or treasury management support or implementation department desired.
Skills/Ability: Knowledge of banking regulations and treasury management products. Ability to work under pressure. Excellent customer service skills. Ability to communicate effectively and tactfully with all levels of employees. Skillful in training others.

OTHER DETAILS

$33.65 - $52.89 / hour
Pay determined based on job-related knowledge, skills, experience, and location.