This role is responsible for delivering exceptional customer support to commercial clients using treasury management products. This role involves addressing client inquiries, troubleshooting issues, and ensuring smooth operation of services such as ACH, wire transfers, Positive Pay, liquidity management, and other treasury management solutions. This role requires strong expertise in cash management, a track record of successfully resolving customer issues, The specialist plays a key role in ensuring client satisfaction by providing timely and accurate information, resolving issues, and offering product guidance.
This is a hybrid position with 3 days in-office days at our corporate headquarters at Penn Square, downtown Lancasster. 2 days work from home following training.
Hours are 9:00-5:30 Monday-Friday
Responsibilities
• Serve as the primary point of contact for commercial clients regarding treasury management products. Address and resolve client inquiries related to product functionality, transaction processing, and account setup. Troubleshoot issues with treasury management systems, guiding clients through resolution steps or escalating issues to internal teams as needed. Provide accurate and timely responses to client requests, ensuring high levels of client satisfaction.
• Build strong relationships with clients by delivering high-quality, personalized service and ensuring that client needs are met promptly. Conduct regular check-ins with clients to ensure ongoing satisfaction with cash management products and address any concerns. Provide proactive communication regarding system changes, product updates, or potential disruptions that may affect cash management services.
• Maintain a strong understanding of cash management services and products, ensuring accurate and thorough responses to client inquiries. Stay up to date with product enhancements, system updates, and new cash management offerings to provide relevant information and guidance to clients. Assist clients in understanding how to optimize the use of cash management services to improve efficiency in managing their cash flow.
• Document all client interactions, including issues, resolutions, and follow-ups, in the appropriate customer relationship management (CRM) system. Ensure that all documentation related to client inquiries, product setups, and issue resolutions is accurate and up-to-date.
Qualifications
Education
• High School Diploma or equivalent. Specialty: general studies. (Required)
• Associate Degree or the equivalent experience. Specialty: business. (Preferred)
Experience
• 2 or more years in a customer service role within the banking or financial services industry, with a focus on commercial banking or Treasury Management. (Required)
• 1 or more years proficiency in using MS Office Suite and familiarity with banking software or CRM systems. (Preferred)
Knowledge, Skills, and Abilities
• Leadership skills and the ability to mentor and guide a team effectively. (Required)
• Excellent communication skills, both verbal and written, with a customer-centric approach. (Required)
• Detail-oriented with strong problem-solving and analytical abilities. (Required)
• Strong knowledge of cash management principles, banking products, and financial systems (Preferred)
Other Duties as Assigned by Manager
This role may perform other job duties as assigned by the manager. Each employee of the Organization, regardless of position, is accountable for reading, understanding and acting on the contents of all Company-assigned and/or job related Compliance Programs, regulations and policies and procedures, as well as ensure that all Compliance Training assignments are completed by established due dates. This includes but is not limited to, understanding and identifying compliance risks impacting their department(s), ensuring compliance with applicable laws or regulations, and escalating compliance risks to the appropriate level of management.