Treasury Client Svcs Professional II

Bonus Type

Summary

The Treasury Client Services Professional II provides technical and operational support to a portfolio of Commercial Banking customers (including high priority) for all DDA and Treasury Management Products and Services; Treasury products assist customers in setting their daily cash position and related investment options; Responsible for obtaining all Legal and  BSA/AML CIP information required for new account opening; analyze documentation for accuracy and appropriateness for fulfilling regulatory and legal requirements;  resolves daily customer issues/concerns sometimes engaging various departments in Treasury Services, Operations, Information Technology, and/or Relationship Managers; some products require communications with third party vendors to identify and resolve customer issue; inputs and tracks all customer initiated operating and system problems via Salesforce.  Identifies and refers cross sell opportunities.  Must develop and maintain Product Expert status in at least one product.

Job Description

The Treasury Client Services Professional II provides technical and operational support to a portfolio of Commercial Banking customers (including high priority) for all DDA and Treasury Management Products and Services; Treasury products assist customers in setting their daily cash position and related investment options; Responsible for obtaining all Legal and  BSA/AML CIP information required for new account opening; analyze documentation for accuracy and appropriateness for fulfilling regulatory and legal requirements;  resolves daily customer issues/concerns sometimes engaging various departments in Treasury Services, Operations, Information Technology, and/or Relationship Managers; some products require communications with third party vendors to identify and resolve customer issue; inputs and tracks all customer initiated operating and system problems via Salesforce.  Identifies and refers cross sell opportunities.  Must develop and maintain Product Expert status in at least one product.

Team Culture

Our teams are decentralized. We stay in communication with one another to ensure we deliver a consistent message. We learn from one another and draw on each other’s level of experience, no matter what location.

We operate as “One Team” and use the 7 Habits of a Highly Effective Team as a guide. Our team is fun, engaging, and inspiring. We take the initiative, focus on the final goal, set priorities, create win-wins, and seek to understand, synergize, and maintain a work-life balance.

You will build relationships and get to know your coworkers in operations and technology, and sales, working across multiple lines of business. Our teams work with product managers, analysts, operations, sales, vendors, and the product support team. You are the voice of the client.

How You'll Spend Your Time

• Analyzes accounts receivable aging reports and settlement statements submitted by customer; establishes and manages a portfolio of general and high priority commercial and corporate relationships; identifies document requirements, both legal (ownership and signatory authority) and regulatory (BSA/AML CIP requirements)  for new account opening for both new and existing relationships; works with compliance and legal to determine appropriateness of any questionable documentation;  interprets, diagnoses, and resolves operational and technical issues regarding all DDA (IMPACS system) and Treasury Management products
• Responds to all customers and updates the customer on the status of all issues on a same day basis (Sundown Rule); works with Operations, IT and 3rd party processors in troubleshooting problems/streamlining operating procedures; establishes relationships with customers including proactive calling and consultative referrals, fraud prevention and mitigation; re-training customers on commercial product usage, serves as primary contact for customer for any and all system problems encountered by customer users for multiple systems
• Utilizes skills and support documentation to support and resolve a wide range of system problems encountered by customer users including the ability to instruct users to perform technical tasks; makes determination of problem at hand and uses judgment to initiate the correct actions to report/prioritize/or resolve the issue; remains knowledgeable regarding each individual customer’s account products and requirements.
• Maintains integrity of quality control systems by identifying operational problems/trends with commercial services and products; ensures back office follow up/resolution of reported problems using Salesforce Case Management
• Remains abreast of rapidly changing technology advances within product set by utilizing all available reference materials and CBT courses offered
• Assists product management personnel in the testing of new and enhanced products/delivery systems.
• Works with Treasury Management Officers (TMOs) and Relationship Managers to support DDA / Treasury Management products and delivery systems; makes joints calls with TMO’s as well as individual customer calling efforts to develop and maintain strong customer relationships
• Proactively contacts existing customers to relate information regarding system changes, enhancements, outages, regulatory changes or any other information that could cause material customer impact
• Participates in the Treasury Management Referral program by identifying cross sale opportunities with existing customers needing additional cash management/DDA products; raises customer awareness of alternative products offered by Treasury Services which would benefit their organization.

Education & Experience Requirements

The required level of knowledge is normally acquired through a Bachelor’s Degree and 3 to 4 years’ experience in a bank operations or customer service position or 7 to 8 years’ equivalent experience in a bank operations or customer service function.