Call Center Rep. (Treasury Management Services)

Dollar Bank, FSB; Pittsburgh (Allegheny County); On-site; USD 45,000 - 65,000; Full time

Job summary

Dollar Bank, FSB in Pittsburgh is seeking a Treasury Management Administrator to provide courteous phone and email support to business customers, troubleshoot online banking and mobile application issues, and resolve account questions with accuracy and efficiency.

This role also involves timely back office risk monitoring, opening client accounts, processing service requests, and coordinating across branches to ensure smooth treasury services.

Qualifications

• College degree or banking/customer service experience required.
• Excellent oral and written communication skills.
• Excellent problem-solving skills and the ability to identify when to escape a client issue.
• Excellent customer service and follow-up skills.
• Proficient in MS Office.
• A working knowledge of multiple operating systems and internet browsers (mobile/PC based).
• Must be an involved team player and positive acceptor of ongoing change.
• Ability to prioritize workload, meet deadlines and handle multiple tasks while producing accurate work.

Responsibilities

• Implement sold branch level services (open new accounts, order checks, endorsement stamps as needed, prepare and email welcome packets, complete all necessary regulatory and internal documentation).
• Provide general customer support for TM Sales Officers; process customer requests for assistance with Treasury Management products and services; research inquiries regarding overdrafts, transfers, service charges, and account performance.
• Provide general customer support for business online banking products and associated mobile applications.
• Address and manage customer service issues utilizing independent judgment when additional action is needed.
• Follow new business account opening processes and procedures.
• Answer multiple phone lines, address client needs, and take messages.
• Prepare correspondence, make copies and send faxes.
• Maintain effective communication with the Branches, Business Banking, Corporate Banking, Other Asset Divisions, Operations (Wire/ACH/Lockbox) and Operations Risk, which is necessary for the successful implementation of services and accounts.
• Assist in identifying process improvements.
• Ability to prioritize and multi-task.
• All employees have the responsibility and the accountability to serve as risk managers for their businesses by understanding, reporting, responding to, managing and monitoring the risk they encounter daily as required by Dollar Bank's risk management program. Compliance with regulatory laws and company procedures is a required component of all position descriptions.

Skills

Excellent communication

Problem-solving

Customer service

MS Office

Operating systems & browsers

Team player

Multi-tasking

Education

College degree or banking/customer service experience

Tools

MS Office

Job description

Do you have an interest in taking a problem and breaking it down, identifying points of failure in a workflow and enhancing that process? If so, this is the position for you! You will be able to showcase your creativity and put your technical skills to use, making a positive impact on the daily lives of our customers.

The Treasury Management Administrator is responsible for providing courteous and professional phone support and or email communication with business or corporate customers, whether they need help troubleshooting a technical issue involving online banking and mobile applications, providing product/services information, and resolving any emerging problems that the customer accounts might face with accuracy and efficiency. This role will support businesses that have checking/saving accounts and involve implementing the products they have requested. This role also involves timely completion of daily back office operational risk monitoring.

Education and Experience Requirements:

• College degree or banking/customer service experience required.

Certificate, Licenses and Registration Requirements:

• N/A

Knowledge, Skill, and Ability Requirements:

• Excellent oral and written communication skills.
• Excellent problem-solving skills and the ability to identify when to escape a client issue.
• Excellent customer service and follow-up skills.
• Proficient in MS Office.
• A working knowledge of multiple operating systems and internet browsers (mobile/PC based)
• Must be an involved team player and positive acceptor or on-going change.
• Ability to prioritize workload meets deadlines and handles multiple tasks while producing accurate work.

Essential Functions:

• Implement sold branch level services (open new accounts, order checks, endorsement stamps as needed, prepare and email welcome packets, complete all necessary regulatory and internal documentation).
• Provide general customer support for TM Sales Officers; process customer requests for assistance with Treasury Management products and services; research inquiries regarding overdrafts, transfers, service charges, and account performance.
• Provide general customer support for business online banking products and associated mobile applications.
• Address and manage customer service issues utilizing independent judgment when additional action is needed.
• Follow new business account opening processes and procedures.
• Answer multiple phone lines, address client needs, and take messages.
• Prepare correspondence, make copies and send faxes.
• Maintain effective communication with the Branches, Business Banking, Corporate Banking, Other Asset Divisions, Operations (Wire/ACH/Lockbox) and Operations Risk, which is necessary for the successful implementation of services and accounts.
• Assist in identifying process improvements.
• Ability to prioritize and multi-task.
• All employees have the responsibility and the accountability to serve as risk managers for their businesses by understanding, reporting, responding to, managing and monitoring the risk they encounter daily as required by Dollar Bank's risk management program. Compliance with regulatory laws and company procedures is a required component of all position descriptions.

Supervisory Responsibilities:

• N/A