Treasury Management Client Support Specialist

Description

Job Summary: The primary responsibility of this job is assisting in implementation of all Treasury Management products as well as ongoing servicing of existing Treasury Management clients.  Additional responsibilities include but are not limited to, ensuring that incoming and outgoing wires are properly processed, assisting in processing incoming and outgoing ACH files, assist in Lockbox Processing, account maintenance, assisting customers to effectively utilize the products in accordance with their business needs, obtaining all necessary account information and documentation from the customer for new account set up and supporting the Treasury Management sales staff with Treasury Management products, identifying potential problems, compliance issues, or fraud to maximize client satisfaction and encourage expansion of the relationship. Identifies cross-selling opportunities. Works directly with customers’ TM services, accounts, inquiries, and items directly related to client satisfaction with their banking relationship.

Essential Duties and Responsibilities:

• Obtains necessary documentation, account opening, and onboard for all Treasury Management products and cash management services including ACH Processing, ACH Block, ACH Filter, ACH Notification, Positive Pay, Remote Deposit Capture, Business Mobile Remote Deposit, Online Wires, Lockbox and Sweeps
• Creates and coordinates execution of all agreements in relation to all Treasury Management products and cash management services
• Schedules/provides installation and training with customer for all Treasury Management products via telephone or webinar.
• Assists with maintaining implementation procedures and Treasury Management product guides
• Ensure all new and existing accounts are properly charged or have the appropriate exception approvals if applicable
• Communicates effectively with other banking departments on pending items and issues with Treasury Management customers, new or prospective, and products
• Assists with training employees on all Treasury Management products
• Assists Treasury Management sales staff with complex implementation requests
• Assists with Wire Processing as required
  1. Processes incoming and outgoing wires via FedLine, BBVA Compass, FNBB, and JPMorgan Chase.
  2. Review each outgoing wire form from the branches to ensure they are completed according to our policy.
  3. Complete OFAC on all wires.
  4. Assists branches and customers as required with any questions or issues related to wires.
  5. Enter FedLine wires into a spreadsheet to aid in balancing.
  6. Enter JPMorgan Chase wires into spreadsheet for audit and reporting purposes.
  7. Perform customer call-back on Wire Agreement customers in order to verify identity of originator.
  8. Work with branches to ensure initial Wire Agreements and Treasury Management Implementation Forms are properly completed.  Ensure that Agreements are properly updated as customer account changes occur Lockbox and ACH Processing as required
• Assists with ACH Processing as required
  1. Processing all incoming and outgoing files including Federal Reserve, TSYS, ACH Origination, AP Files, etc.
  2. ACH file verification: Responsible for logging into Fedline and verifying that all ACH transactions have been loaded correctly. Responsible for releasing the ACH file after successful verification has occurred
  3. All other aspects of ACH along with customer service to customers and branch employees as required
• Assists with Lockbox Processing  as required         
  1. Pickup daily work from post office locations, open and sort as instructed.
  2. Review and determine if checks are acceptable to process. Verify checks for signature, date, payee(s), and amount in accordance to the customer’s specifications.
  3. Process Lockbox transactions by opening and sorting checks and invoices, unprocessed items, and Return to Sender mail according to each customer’s requirements and meeting specific deadlines for processing accounts.
  4. Batch - Run tapes to balance checks and invoices for Lockbox manual deposit accounts and as required by Remittance Processing for the automated accounts.
  5. Process customer deposits via a check scanner.
  6. Data entry, via a scanner, daily payment and remittance information requested by customers on a daily basis.
• Works with Treasury Management sales staff to maintain and update customer pipelines and contact information
• Works with Treasury Management sales staff to demonstrate new products and costs to both existing and new customers
• Answers customer telephone calls and accepts communications through all electronic media (i.e. email and internet portals)
• Ensures customer calls are forwarded to appropriate employees as requested or for further assistance with inquiries
• Identifies cross-selling opportunities to support growth of the Bank
• Identifies and escalates product outages through proper channels
• Prepares written communication for internal and external customers
• Assists Treasury Management Sales Officers as needed for client reviews
• Participates in the development and implementation of sales promotions and campaigns
• Recommends and implements process changes to improve efficiencies and enhance customer service experiences.
• Performs other duties and responsibilities as assigned.

Qualifications:

               Education/Skills:

• High School diploma or equivalent is required.
• PC skills especially Microsoft Word and Excel preferred
• Detail oriented.
• Excellent verbal and written communication skills.
• Sales and customer service skills.
• Ability to work independently and as part of a team.

               Work Experience:

One or more years of related banking experience preferred; treasury management, banking operations and/or customer service experience preferred.

               Physical Demands:

This position requires manual dexterity, the ability to lift files and open filing cabinets. This position requires bending, stooping or standing as necessary. Occasional lifting of up to 25 lbs. is required.