TM Client Support Specialist I

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____________________________________

• 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

• Implements Account Analysis pricing as instructed by TMO and/or TM Service Specialist (TMSS)
• Conducts client training for Treasury Management products and services
• Assists with demos for potential TM clients
• 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

• 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.
• Makes outbound client service and support calls.
• Works with Treasury Management vendors to troubleshoot issues
• Executes trades for Mutual Fund Sweep product
• Tests and validates file formats and layouts to ensure system compatibility
• Initiates and actively participates in client conversations to identify and appropriately address client needs.
• Identify additional customer needs through interaction and send follow-up to Treasury Management Sales.
• Aids in the development, implementation, maintenance and enforcement of procedures.

Bona Fide Occupational Qualifications_____________________________

• Requires high school diploma or equivalent; education or one (1)-year of experience in Treasury Management, accounting, finance, or investments is preferred.
• Above average analytical ability.
• Proficient reading, writing, and grammar skills; proficient analytical and mathematical skills; proficient communicative and interpersonal relations skills.
• May be eligible for Telecommuting.