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

•    Ability to work in a fast-paced environment
•    Ability to train and supervise personnel.
•    Knowledge of applicable banking and privacy laws and regulations and policies.
•    Possess excellent oral and written communications skills.
•    Ability to prioritize multiple responsibilities and complete them on time.
•    Ability to work in a team environment to instruct peers and assume a leadership role.
•    Computer literacy with PC and windows programs.
•    Ability to perform detailed mathematic operations with the use of a calculator.
•    Ability to work a flexible schedule to accommodate support hours at the helpdesk.
•    Ability to define problems, collects data, establish facts and draw valid conclusions.
•    Ability to interpret a variety of instruction, communicate them to others and establish controls to monitor and evaluate the application of these instructions.    
•    Ability to shift attention quickly and accurately from one matter to another.
 

SUPERVISORY RESPONSIBILITIES

Yes

 

SKILLS AND TRAINING:

Excellent time management and follow-through skills; ability to manage multiple transactions

      simultaneously.

Effective communicator; detail-oriented; comfortable in dealing with both outside customers and external contacts as well as internal departments on a very active basis Ability to work in a fast-paced environment Ability to train and supervise personnel. Knowledge of applicable banking and privacy laws and regulations and policies. Possess excellent oral and written communications skills. Ability to prioritize multiple responsibilities and complete them on time. Ability to work in a team environment to instruct peers and assume a leadership role. Computer literacy with PC and windows programs. Ability to perform detailed mathematic operations with the use of a calculator. Ability to work a flexible schedule to accommodate support hours at the helpdesk. Ability to define problems, collects data, establish facts and draw valid conclusions. Ability to interpret a variety of instruction, communicate them to others and establish controls to monitor and evaluate the application of these instructions.     Ability to shift attention quickly and accurately from one matter to another.

 

  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.

 

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