Treasury Management Client Care Specialist III

Orrstown Bank; United States; On-site; USD 50,000 - 70,000; Full time

Job summary

Orrstown Bank is looking for a specialist to assist Treasury Management clients by providing high-quality service through phone and email communication. The role includes supporting sales staff, troubleshooting client issues, and assisting in onboarding new clients.

Candidates should have a minimum of four years of experience working with business customers and exhibit strong communication, analytical, and interpersonal skills. Help us enhance client satisfaction and retention!

Qualifications

• Minimum two (2) years of experience working directly with commercial clients in TM.
• Ability to assist with testing activities and demonstrate multi-tasking ability.
• Excellent verbal and written communication, analytical, troubleshooting, and interpersonal skills.

Responsibilities

• Assist with TM client calls and partner with stakeholders to resolve issues.
• Assist Implementation Team in onboarding new clients and processing requests.
• Quality Control for set-ups and maintenance requests.

Skills

Verbal and written communication skills

Analytical skills

Troubleshooting and problem resolution skills

Interpersonal relations skills

Education

Bachelor’s degree in related field preferred

Minimum of four (4) years of related experience

Job description

Maintain a high level of expertise in products and services offered to commercial clients; assist Treasury Management (TM) clients by providing professional, courteous and efficient service through phone and email communication; assist the TM sales staff with client service maintenance needs; assist TM Implementation team with new client setups and maintenance; serve as tier-two support for client issue troubleshooting; assist with testing of system technology upgrades and patches; conduct functions in support of client retention and satisfaction; assist in the establishment and maintenance of business clients’ online banking; provide assistance with department projects; serve as a liaison between Electronic Banking, TM clients, and team members.

QUALIFICATIONS

• Bachelor’s degree in related field preferred. In lieu of a degree, a Minimum of four (4) years of experience working directly with business customers in new products and services implementation, servicing existing customers and supporting sales consultants.
• Minimum two (2) years of experience working directly with commercial clients in TM new product and services implementation, servicing existing clients and supporting TM sales consultants.
• Minimum one (1) year of experience in a Bank Operations client call center environment preferred.
• Ability to assist Treasury Management Product owner with testing activities, research, and coordination for Operational Readiness for new product and/or enhanced product rollouts. Demonstrate high-performing, multi-tasking ability and comfort in changing task focus on a regular basis as directed by management. On a day-to-day basis, this role may focus on one area of responsibility or multiple areas of responsibilities described within.
• Excellent verbal and written communication, analytical, computer, troubleshooting, problem resolution and interpersonal relations skills; solid working knowledge of TM products and services to include implementation support, servicing and client support assistance; meet qualifications, and successful performance of essential duties, of a Business Solutions Specialist II.

ESSENTIAL DUTIES

• Assist with TM client calls, emails/chats/secure messages, and partner with appropriate Orrstown stakeholders to resolve issues, provide support for client issues and open service cases with a third-party vendor to find solutions; utilize independent judgment in handling client issues and concerns escalating to management when necessary.
• Assist Implementation Team in onboarding and servicing existing and new clients including, but not limited to, creating TM documentation, obtaining appropriate client signatures, and processing client maintenance requests in a timely fashion.
• Assist with any maintenance or set-ups for account analysis fees.
• Complete annual reviews as set forth by the procedures and policies.
• Quality Control set-ups and maintenance requests.
• Daily review of audit logs.
• Serve in a role of reviewing, testing and documenting test plans for software updates, releases and service packs; provide key support to Treasury Management Implementation team for implementation of new products and services according to proposed terms and system requirements. Assist with department projects as directed.
• Serves as a subject matter expert and is readily available to train and provide assistance to Treasury Management Client Care Specialist I’s and II’s.
• Provide input on TM policies, procedures, risk assessments, audits, compliance, business continuity and budgeting; liaise with internal and external auditors to ensure annual audits, risk assessments, policies and procedures are current and maintained.
• Coordinate specific work tasks with personnel from applicable departments to ensure the smooth and efficient flow of information; report pertinent information to immediate supervisor; compile information as necessary or directed and provide data to appropriate Bank personnel; respond to inquiries relating to the particular area and requests from clients, other Bank personnel, etc., within given time frames and established policy.
• Attend regularly scheduled coaching and counseling sessions held by supervisor to achieve the outcome of improved communication, action plan development, positive feedback and performance improvement.
• Abide by the current laws and organizational policies and procedures designed and implemented to promote an environment that is free of sexual harassment and other forms of illegal discriminatory behavior in the work place; support risk management practices and overall safety and soundness and the Bank’s compliance with all regulatory requirements. Ensure that the department and all personnel adhere to the same; perform tasks that are supportive in nature to the essential functions of the job which may be altered or redesigned depending on individual circumstances.