TM Client Support Specialist

Posted: 07/17/2022

SUMMARY: To ensure quality on-going support of all Treasury Management products and services by providing excellence in telephone assistance to external corporate/commercial clients, sales consultants or any other related internal department. JOB REQUIREMENTS: • High school diploma or equivalent; four year degree in a business related field preferred or equivalent education and related training preferred • 1-3 years’ of banking, bank operations, retail or customer service experience required • 1-3 years’ experience in one or more bank operations functions preferred • 1-3 years’ experience in retail or commercial banking preferred • Previous customer service, call center, treasury services support or operations experience preferred • Previous experience with computers, various operating systems, hardware/software programs such as communication and other non-mainframe interfaced systems; above average computer skills and familiarity with MS Office preferred • Knowledge of overall branch and banking systems as well as commercial/corporate banking practices preferred • Excellent communication skills • Strong computer and technology skills • Strong analytical and problem solving skills with demonstrated capacity for sound judgement • Ability to work independently, be well organized, and manage detailed work assignments with a high degree of accuracy • Provide professional telephone etiquette and skills • Participate in all required compliance training, including Bank Secrecy Act/anti-money laundering training, as well as internal and external training programs, online training, meetings, and seminars/conferences, etc. JOB FUNCTIONS: • Interact, communicate and problem solve with the bank’s largest and most complex corporate customers • Ensure customer issues are resolved efficiently and effectively on behalf of the customer, bank and stakeholders (banker, treasury sales officer and operations) • Research and respond to all client inquiries in a high quality, timely and efficient manner • Primary phone support and daily contact for client resolution on Treasury Services issues, commercial internet products, and be well versed in commercial account analysis and operations, by developing and maintaining extensive knowledge of products, services and pricing, service set-up documentation, as well as the operating systems used for the implementation, delivery and support of these products and services • Addresses customer requests including but not limited to processing of adding users and accounts. Treasury Management also supports services such as ACH, Wires, Remote Deposit Services and Fraud protection services through Online Banking • Assist in the testing, recommendation and implementation of new releases, products, or system enhancements, as they relate to client impact and support • Understand and maintain up-to-date procedural and training documentation for both internal department use, as well as outside use by clients • Participate in out-going call initiatives to clients as they pertain to new service education, merger information, or service enhancements or outages • Cross-train on all products, services and systems for the purpose of providing overall relationship support. • Act as training coach for newer and/or less experienced team members • Understand and utilize the image filing system to house all key communications and contractual files for all clients and their respective services • Adhere to department standards regarding call/issue tracking • Keeps absences to a minimum understanding the interdependence each person has on the other to meet and or exceed team performance goals and objectives • Complete, review, and submit Treasury Services documentation for maintenance to clients' products and services as required • Assist with mergers as required • Other duties as assigned

United Community Bank