TM Client Support Specialist II

Handles incoming service calls from Treasury Management clients, or potential Treasury Management clients, having questions regarding their current accounts and/or services.  Completes client follow up resulting from inbound calls such as account maintenance, research, and follow up on information requests. Makes outbound non-sales calls to support various Treasury Management initiatives. Implements Treasury Management Products, input pricing and customer training. 

Essential Job Responsibilities____________________________________

1. Performs the onboarding and maintenance of Treasury Management products and services, including:

a. Business Online Banking

b. TM Online

c. ACH Origination

d. Wires

e. Positive Pay

f. Lockbox

g. Cash Vault

h. Remote Deposit Capture

i. BAI

j. EDI

k. Sweeps

l. CDARS

2. Implements Account Analysis pricing as instructed by TMO and/or TM Service Specialist (TMSS)

3. Conducts client training for Treasury Management products and services

4. Assists with demos for potential TM clients

5. Handles incoming service calls from Treasury Management clients including but not limited to:

a. TM Platform access issues and inquiries

b. Troubleshooting

c. Password Resets

d. Existing deposit and loan account inquiries

e. Account inquiries 

6. Completes client follow-up resulting from inbound calls (i.e. account maintenance requests, records research, appropriate mailings, outbound calls to other departments, and calls back to clients.

7. Makes outbound client service and support calls.

8. Works with Treasury Management vendors to troubleshoot issues

9. Executes trades for Mutual Fund Sweep product

10. Tests and validates file formats and layouts to ensure system compatibility

11.Initiates and actively participates in client conversations to identify and appropriately address client needs. 

12. Identify additional customer needs through interaction and send follow-up to Treasury Management Sales. 

13. Performs and documents User Acceptance Testing on TM products.

14. Aids in the development, implementation, maintenance and enforcement of procedures.

Bona Fide Occupational Qualifications_____________________________

1. High school diploma or equivalent required. Three (3) years of experience in Treasury Management, Accounting or related field is preferred

2. Above average analytical ability.  

3. Proficient reading, writing, and grammar skills; proficient analytical and mathematical skills; proficient communicative and interpersonal relations skills.

4. May be eligible for Telecommuting.