Treasury Member Care Specialist I

TowneBank is a relationship and friendship driven local bank focused on basic human values that will serve to create a warm sense of belonging and financial well-being among our family of members. We are seeking a Treasury Member Care Specialist to provide exquisite member support for Treasury Services including ACH Origination, Wire Transfers, Account Analysis, Corporate Online Banking (including Bill Pay), Positive Pay, Remote Deposit Capture (RDC), and other Cash Management products. The Treasury Member Care Specialist will also provide support to branch personnel for general inquires. The Treasury Member Care Specialist role is critical to the continued success of the Treasury Team and TowneBank members.

Essential Responsibilities:

• Provides superior member experience in a professional and responsive manner for both internal and external customers, ensuring accuracy, quality, and expediency through the Bank’s primary phone software, TalkDesk.
• Fulfillment of maintenance and support requests received through case/ticketing system, including frequent monitoring of the case/ticket system for new requests.
• Provides support to corporate members with Business Online Banking via inbound calls and case/ticketing system.

• Provides support to business members with processing steps for ACH Origination, Wire Transfers, Positive Pay files, and Remote Deposit Capture via inbound calls and case/ticketing system.
• Provides online support to members via secure email channels.
• Effectively resolve problems or issues and escalate promptly to optimize member experience.

• Conduct secondary reviews of certain maintenance updates completed by other Member Care Specialists and Implementation Specialists.

• Stays abreast of system functionality as enhancements/releases are deployed. This may include participating in testing, taking training courses, and attending meetings.

• Assists the Treasury Services Implementation team as needed.
• Performs other duties and departmental functions as assigned.
• Adheres to applicable federal laws, rules, and regulations including those related to Anti-Money Laundering (AML) and the Bank Secrecy Act (BSA).

Minimum Required Skills & Competencies:

• Previous Call Center/Customer Service experience within the most recent ten years, preferably in a financial services industry.
• 1 years of previous banking experience within the most recent ten years.
• Ability to troubleshoot issues politely, patiently, and thoroughly with members, primarily via phone conversation.

• Excellent verbal and written communication skills; demonstrated ability to communicate with others professionally and tactfully, presenting information clearly and effectively.
• Intermediate level proficiency with Microsoft Word, Excel, and Outlook
• Accurate and detail-oriented, able to multi-task and prioritize using strong time management skills.
• Motivated and organized self-starter with strong attention to detail and the ability to manage multiple priorities.

• Ability to work independently as well as in team environments with good interpersonal skills.

Desired Skills & Competencies:

• Knowledge and understanding of Treasury /Cash management products and services, including but not limited to Online Banking platforms, ACH Origination and Receiving, Wire and Bank Operations.
  
  

Physical Requirements:

• Express or exchange ideas by means of the spoken word via email and verbally.
• Exert up to 10 pounds of force occasionally, use your arms and legs, and sit most of the time.
• Have close visual acuity to perform activities such as analyzing data, viewing a computer terminal, reading, and preparing documentation.
• Not substantially exposed to adverse environmental conditions.
• The physical demands described here are representative of those that must be met by an employee to successfully perform the essential responsibilities of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform essential responsibilities.