GENERAL SUMMARY

As an Officer the incumbent manages high profile clients and complex implementation requests.
Working under general supervision the team member will receive, track, and monitor the set-up request process from inception through completion. This role will be responsible for establishing, expanding, and managing our most important external relationships. Responsible for ensuring the delivery of superior client service and quality implementation experience. Will provide phone and email support for various Treasury Management products and services including but not limited to Business Online Banking, Account Reconciliation, Positive Pay, ACH, Tax Payments, Wire Transfers, Cash Vault, Lockbox, and Remote Deposit Capture. As an Officer the incumbent will support annual audits both internal and external. As an Officer the incumbent will be responsible for managing daily validation of assigned reports.

DIRECT REPORTS

Incumbent has no direct reports but will provide support to the team as SME and may coordinate internal department projects and activities which include cleanup projects. The incumbent may direct specific Treasury Management Implementation and Support team members in these efforts.

ESSENTIAL RESPONSIBILITIES

• Client onboarding and implementation - responsible for driving implementation with clients and partners, which includes reviewing documentation for completeness and rectifying any discrepancies within the paperwork or document deficiencies by working with the TMS Officer, client or branch partner.
• Serve as the initial point of contact for client support issues, acting as a triage, escalation, and issue owner for clients during implementation/onboarding process from inception to completion.
• Participate in client calls and provide support for special/complex client implementations.
• Establish post sales implementation timelines with clients.
• Assist with client implementations and training as needed.
• Escalate implementation delays and missed SLA as appropriate.
• Act as a client advocate by identifying and reporting enhancement opportunities to internal stakeholder teams.
• Assist Supervisors in providing guidance and direction to staff including training and development.
• Serve as a Subject Matter Expert ("SME") for various Treasury Management Products and Services.
• Ensure processes meet regulatory and risk management requirements.
• Maintain logs, volume activity charts, records and provide management with (daily, weekly, and monthly) requested statistical data.
• Serve as backup for department supervisor when they are out of office.

QUALIFICATIONS

• Education: High school graduate. Some college preferred, but not mandatory.
• Experience: 3 - 5 years of banking experience with an emphasis on implementing and onboarding clients on Treasury Management products and services.
• Skills/Ability: Knowledge of banking regulations and Treasury Management products. Ability to work under pressure. Excellent client service skills are a must. Ability to communicate effectively and tactfully with all levels of employees. Skillful in training

OTHER DETAILS

$31.25 - $40.87 / hour

Pay determined based on job-related knowledge, skills, experience, and location.