TM Client Support Specialist II

First Commonwealth Bank; Independence Township (OH); Remote; USD 65,000 - 85,000; Full time

Job summary

First Commonwealth Bank is seeking a Treasury Management support professional to handle onboarding and ongoing maintenance of TM products and services, assist with pricing, and train clients on platform usage. The role involves responding to inbound service inquiries, conducting demonstrations for prospects, and coordinating with TM vendors to resolve issues.

You will also perform outbound client service calls, help with account inquiries, and document follow-ups to ensure client satisfaction

Qualifications

• High school diploma or equivalent is required.
• Three years of Treasury Management, Accounting, or related field experience preferred.
• Strong analytical, written and verbal communication, and interpersonal skills.

Responsibilities

• Onboard and maintain Treasury Management products and services (e.g., Basic TM platforms, ACH Origination, Wires, Positive Pay, Lockbox, Remote Deposit Capture).
• Implement Account Analysis pricing as directed by TM leadership.
• Conduct client training for Treasury Management products and services and support demos for potential TM clients.

Skills

Analytical ability

Communication skills

Reading/Writing

Interpersonal skills

Education

High school diploma

Job description

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:
   • Business Online Banking
   • TM Online
   • ACH Origination
   • Wires
   • Positive Pay
   • Lockbox
   • Cash Vault
   • Remote Deposit Capture
   • BAI
   • EDI
   • Sweeps
   • 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:
   • TM Platform access issues and inquiries
   • Troubleshooting
   • Password Resets
   • Existing deposit and loan account inquiries
   • 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

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

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

This employer is required to notify all applicants of their rights pursuant to federal employment laws.

For further information, please review the Know Your Rights notice from the Department of Labor.