Treasury Specialist - Dedicated Services

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 Specialist - Dedicated Services to provide a smooth and efficient onboarding experience to new and existing commercial members in support of the goal of providing exquisite member service.  This role provides technical and operational support for issues related to Treasury/Cash Management products and services for the Bank’s dedicated service members during and after the implementation of Treasury Management services including Business Online Banking (including Bill Pay), ACH Origination, Wire Transfers, Positive Pay, Remote Deposit Capture (RDC), Lockbox, Secure File Transfer, and other Cash Management products. The Treasury Specialist - Dedicated Services role is critical to the continued success of the Treasury Team and TowneBank members, playing a key role in delivering a high-quality member experience.

Essential Responsibilities:

• Lead the implementation of Treasury Services for new members and additional services for existing members.
• Provide engaging, interactive, and comprehensive product training for members, either remotely or at the member's location, and provide in-depth technical and operational support for implemented Treasury services.
• Serve as the primary point of contact for troubleshooting and resolving technical issues and providing ongoing support post-implementation concerning the processing of Bill Pay, ACH Origination & Receiving, initiating Wire Transfers, Positive Pay files, Remote Deposit Capture (RDC), including deposit scanners, and other Treasury/Cash Management services.  Advanced issues may include NACHA ACH file troubleshooting, token setup, exception decisioning, and diagnosis and resolution of Remote Deposit Capture errors.
• Build strong relationships with members.
• Provide support to members to resolve connectivity issues between Online Banking and External Reconciliation Platforms (ERP) such as QuickBooks, including but not limited to offering instruction on report generation and transaction exports.
• Fulfillment of maintenance and support requests for dedicated services members received through inbound calls and the Bank’s case/ticketing system. Typical requests include agreement updates to add accounts to Business Online Banking and other services, update Online Administrators, enable certain services, and increase/decrease certain service limits.
• Provide general support to business members with Treasury/Cash Management Services via inbound calls and case/ticketing system, when needed.
• Assist the Treasury Implementation and Member Care teams as needed.
• Stay abreast of system functionality as enhancements/releases are deployed. 
• Escalate issues to Team Leads and/or Managers, when necessary. Work with vendors when system issues arise.
• 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:

• At least 3 years of previous banking experience with and knowledge of Treasury/Cash Management products, services, and software, including but not limited to Online Banking platforms, ACH Origination and Receiving, Wire Origination, Positive Pay (ACH, Check), Bill Payment, Remote Deposit Capture, ERPs such as QuickBooks and Quicken, and Cash Management/Sweeps (Excess, Deficit, Zero Balance, Insured Cash).
• 2-3 years of experience in Call Centers/Customer Service environments, preferably in a financial services industry.
• Excellent verbal and written communication skills; demonstrated ability to communicate with others professionally and tactfully, presenting information clearly and effectively.
• Ability to troubleshoot issues politely, patiently, and thoroughly with members, primarily via phone conversation.
• Intermediate-level proficiency with Microsoft Office Suite.
• Must have technical aptitude to learn, understand, troubleshoot, and navigate through multiple platforms, including but not limited to software installations, driver downloads, Treasury/Cash Management product software, and other bank systems.
• Strong time management, problem-solving skills and organizational skills.
• Accurate and detail-oriented, able to multi-task and prioritize using strong time management skills.
• Demonstrated ability to learn new systems and applications, as well as the ability to understand, adapt and adjust responsibilities/workflows as a result of system upgrades.
• Ability to work independently as well as in team environments with good interpersonal skills.

Desired Skills & Competencies:

• 4 or more years of previous banking experience with and knowledge of Treasury/Cash Management products, services, and software noted above with growing levels of responsibility.
• 4 or more years of experience in Call Centers/Customer Service environments, preferably in a financial services industry.
• Experience with FIS Platforms preferable.
• Previous experience with implementing and supporting Treasury Services in a mid to large size financial institution.

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.