What are the responsibilities and job description for the Lead Treasury Management Client Support Specialist position at Provident Bank?
POSITION SUMMARY
The role of this position is to support the Treasury Management clients via phone and email requests. This position is the escalation point of identified potential problems, compliance issues, or fraud to maximize client satisfaction and encourage expansion of customer relationship, decision making and problem resolution with little to no supervision. Serve as the Lead when solving complex client issues and working with our partner vendors and Treasury Management value chain members on issues. Work directly with department team members and department manager to ensure SLAs are meet. This position will provide direct assistance to the Department Manager and act in a supervisory capacity in the absence of the Department Manager. This role will support the Government Banking segment.
MAJOR JOB RESPONSIBILITIES
- Primarily responsible for handling phone inquiries in a client support environment in conjunction with monitoring the queues and logging call activities.
- Monitoring incoming inquiries from clients and branches via assigned group mailboxes in support of all Treasury Management Clients.
- Take lead on training of new employees on all Treasury Management products that will allow them to handle the incoming phone calls and emails and support department staff.
- Resolves Treasury Management issues internally as well as working with Digital Operations and third-party vendors to resolve customer issues relating to products / services.
- Lead and serve as the escalation point for customer issues, concerns and complaints.
- Work closely with department staff to ensure customer focus and experience is top level.
- Responsible for making spur-of-the -moment decisions that will directly impact customer needs and requests. Additionally, this position will review and advise management of daily tasks and escalations to ensure proper communication standards are meet.
- Assist department manager in preparing and monitoring reports for the department. Documentation of SLAs and Treasury Management Products and Services handled with customer focus.
- Responsible for reporting details for the Genesys phone system. Analysis the root cause of incoming calls, to bring to management suggestion for product / service, and technical efficiencies.
Recommends and assist with process changes to improve efficiencies and enhance customer service experiences. Will work closely with department manager and assist on projects that are assigned.
Required Skills
SUPERVISORY RESPONSIBILITIES
SKILLS AND TRAINING :
simultaneously.
EDUCATION
High School Diploma or GED required. Associates or Bachelor’s degree preferred.
WORK EXPERIENCE
5 or more years with prior supervisory or team leader responsibilities preferred. Knowledge of Treasury Management products and services and / or Call Center supervisory experience preferred.
WORKING CONDITIONS
Work is performed in a normal office environment. Noise levels are usually moderate.
HAZARDS
The hazards are mainly those present in a normal office setting or those associated with driving an automobile.
This job description may not be all-inclusive. Employees are expected to perform other duties as assigned and directed by management. Job descriptions and duties may be modified when deemed appropriate by management.
LI-Hybrid
