What are the responsibilities and job description for the Treasury Management Client Support Manager position at The Provident Bank of New Jersey?
POSITION SUMMARY
The Treasury Management Client Support Manager will oversee a team of 10-12 Client Support Specialists, Sr. Specialists and Lead Specialists who serve Customers’ day-to-day support needs across our Small Business, Government Banking and Treasury Management Customer segments. The team provides Customer phone support, Internal phone support for Branch, Treasury Manager Sales Officer and Relationship Manager teams and digital message Customer support.
MAJOR JOB RESPONSIBILITIES
- Manage and develop a team of Treasury Management Client Support Specialists to serve Customers with complex treasury needs. Ownership of customer issues through resolution and employs sound judgement for escalations
- Establish, monitor, manage and communicate Service Levels for Customers for phone support, email support, digital support and internal support.
- Develop policies and procedures for department efficiency, process improvements, Customer experience (CX) enhancements in partnership with CX team and overall risk mitigation.
- Develop a culture of excellence, recognition programs and employee development
- Leverage data, service trends, issue management and Voice of the Customer feedback, to drive process improvements.
Required Skills
- Exceptional people leadership, empathy and a results-oriented leader
- Customer Centric problem solver who drives to the highest standards
- Superior communication skills – verbal, written & interpersonal to Executive Management
- Experience managing multiple initiatives and serving as the escalation point
- Ability to influence and collaborate across the organization
- Knowledge of Treasury Products and various FIS banking systems
- Experience with Process Design and developing service models at scale
- Ability to effectively articulate and communicate complex issues to our highest value customers
- Data driven manager to leverage dashboarding to drive business results
SUPERVISORY RESPONSIBILITIES
Yes
EDUCATION
- BS/BA Degree or higher
WORK EXPERIENCE
- 7 years leading a team in a customer facing department (Branch, Region or Call Center) with service standards
- 7 years in Banking Operations with strong understanding of B2B payments systems, ACH processing, Positive Pay Deposit Processing and Digital Banking Applications
- 1-2 years prior experience in Treasury Management Sales, Operations or Internal/External Support role 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.
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.
We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to age 40 and over, color, disability, gender identity, genetic information, military or veteran status, national origin, race, religion, sex, sexual orientation or any other applicable status protected by state or local law.
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