Treasury / Cash Management Operations & Product Support Officer

CalPrivate Bank; California (MO); On-site; USD 60,000 - 90,000; Full time

Job summary

CalPrivate Bank is seeking a TM Operations & Product Support Officer to provide client and branch support in an E-Banking and Treasury Management environment. You will promote high quality service, train clients, and handle daily audits of TM products.

In this role you will troubleshoot issues, manage system maintenance, support online banking, bill pay, RDC, and positive pay, and ensure adherence to policies. Strong communication, problem solving, and time management are essential.

Qualifications

• Minimum 2 years knowledge in Treasury Management Operations and Product Support including online banking, bill payment system, remote deposit capture, ACH Origination, positive pay and bank core processing.
• Minimum of 5 years of experience in a customer service environment.
• Proficient in Spanish preferred.
• Ability to work independently in servicing treasury management clients and problem solving TM issues.
• Excellent organizational and time management skills.

Responsibilities

• Provide technical assistance to new & existing E-Banking & TM clients.
• Troubleshoot and resolve issues in a timely manner while maintaining a high level of customer service.
• Perform operational duties and system and/or account maintenance for all TM products.
• Maintain high response and resolution time for requests received through TM department email inbox and service phone line.
• New or existing client training on various bank system platforms and services including but not limited to online banking, bill pay, remote deposit capture and positive pay.
• As TM services expand, participate in testing and supporting new processes & workflows.
• Work with Senior Treasury Mgmt. Officer and other team members to insure clean audits by following set procedures in areas of E-Banking, Remote Deposit Capture & TM products implementation.
• Manage service request system to ensure all requests are completed within department SLA.
• Review client documentation for accuracy & completeness. Perform system maintenance and/or callback for quality assurance
• Report review as required for system auditing.
• Effectively resolve problems or issues and escape in a timely manner to optimize customer experience.
• Participate in dept. projects by following test scripts, data validation, working closely and under the direction of the Senior Treasury Mgmt. Officer.
• Perform all other duties as assigned including but not limited to operations responsibilities, conversions, implementations, etc.

Skills

Customer service

Spanish language ability

Independent work

Communication skills

Microsoft Excel

Microsoft Word

Problem solving

Time management

Attention to detail

Education

High school diploma or equivalent

College coursework desired

Tools

Online banking systems

Bill payment systems

Remote deposit capture

ACH Origination

Positive pay

Core banking processing

Job description

CalPrivate Bank is an equal opportunity employer, committed to diversity, equity and inclusion!!!

Job Title - TM Operations & Product Support Officer

Department - Treasury Management

Reports To - VP/ Digital Banking Product & Operations Support Manager

FLSA Status - Non-Exempt

Job Summary:

Responsible for client and branch support in an E-Banking and Treasury Management (TM) environment. Sustain client retention by promoting high quality customer service and offering technical assistance and training to both commercial and retail clients. Primary for E Banking & RDC report generation and daily audit review to insure adherence to policy and procedures.

Duties & Responsibilities:

• Provide technical assistance to new & existing E-Banking & TM clients
• Troubleshoot and resolve issues in a timely manner while maintaining a high level of customer service.
• Perform operational duties and system and/or account maintenance for all TM products.
• Maintain high response and resolution time for requests received through TM department email inbox and service phone line.
• New or existing client training on various bank system platforms and services including but not limited to online banking, bill pay, remote deposit capture and positive pay.
• As TM services expand, participate in testing and supporting new processes & workflows. Work with Senior Treasury Mgmt. Officer and other team members to insure clean audits by following set procedures in areas of E-Banking, Remote Deposit Capture & TM products implementation.
• Manage service request system to ensure all requests are completed within department SLA
• Review client documentation for accuracy & completeness. Perform system maintenance and/or callback for quality assurance
• Report review as required for system auditing.
• Effectively resolve problems or issues and escape in a timely manner to optimize customer experience.
• Participate in dept. projects by following test scripts, data validation, working closely and under the direction of the Senior Treasury Mgmt. Officer.
• Perform all other duties as assigned including but not limited to operations responsibilities, conversions, implementations, etc.

Required Qualifications:

• High school diploma or equivalent. College coursework desired.
• Minimum of 2 years of knowledge in Treasury Management Operations and Product Support including online banking, bill payment system, remote deposit capture, ACH Origination, positive pay and bank core processing.
• Minimum of 5 years of experience in a customer service environment.
• Branch operations and/or bank operations experience in a customer service environment preferred.
• Proficient in Spanish preferred.
• Ability to work independently in servicing treasury management clients and problem solving TM issues.
• Intermediate knowledge of treasury management products and services.
• Excellent organizational and time management skills
• Proficient PC skills to include Microsoft Excel and Word
• Strong ability to exercise and demonstrate good judgment and sound decision making
• Completes work thoroughly and with a high degree of accuracy
• Ability to coordinate and work collaboratively with internal and external contacts on a daily basis
• Knowledge and experience to anticipate, identify and resolve problems
• Self-motivated
• Excellent written/verbal communication and presentation skills

Physical Demands:

• Regularly required to talk or listen
• Frequently required to use hands and fingers to handle or feel, reach with hands or arms.
• Required to sit for long periods of time
• Occasionally required to stand and walk
• Occasionally required to lift up to 10 pounds
• Specific vision abilities required by this position include close vision and the ability to focus.