Treasury Management Operations Lead (Client Support)

Sunflower Bank Mortgage Lending; Naples (FL); On-site; USD 60,000 - 85,000; Full time

Benefits offered by this job

401(k) Plan with 6% Match

Health/Dental/Vision Insurance

Company-paid Life Insurance

Tuition Reimbursement

Paid Time Off

Paid Holidays

Volunteer Leave

Job summary

Sunflower Bank, N.A. in Naples, FL seeks a full-time Treasury Management Operations Specialist (Client Support) to deliver exceptional service to TM clients via phone and email, resolving inquiries and fulfilling requests.

The role includes supervising staff, ensuring KPI/SLA targets, and onboarding new hires to ensure operational excellence. The position requires at least three years in TM client support, with supervisory experience preferred, and bilingual Spanish abilities.

Qualifications

• Three years of previous work experience in Treasury Management Client Support required.
• Five years of previous supervisory experience preferred.
• Prior experience supervising c or leading client support, customer service, or operations teams.
• Bilingual (Spanish) preferred.
• Demonstrated success with coaching, performance management, and employee development.
• Proven ability to motivate teams in high-volume or fast-paced environments.
• Experience identifying and implementing process improvements or efficiencies.
• Experience supporting change initiatives or system implementations.

Responsibilities

• Provide exceptional service to internal and external customers.
• Manage the workflow of their employees, create team schedules and delegate tasks.
• Assess the work performance of their employees and identify areas that need improvement.
• Ensure that KPI’s, SLA’s, and Performance Standards are met.
• Train and onboard new hires to ensure they understand their role.
• Acts as an escalation point for Treasury Management Client Support issues.
• Provide client support for all Treasury Management products and services; including, but not limited to, ACH Origination, Remote Deposit Capture, Online Wire Transfers, Positive Pay, Commercial Online Banking, Bill Pay, Sweep Accounts and Lockbox.
• Provide client support and training to clients for all Treasury Management products and services over the phone, remotely using web conferencing software and as needed, in person.
• Assist clients with file format setup and support for ACH, Wires and Positive Pay.
• Answer incoming calls and respond to requests received by phone and email from Clients, and internal Bank personnel.
• Develop and maintain a collaborative relationship with other Bank departments.
• Perform permanent and temporary ACH, RDC and Wire limit increases adhering to procedures.
• Ensure compliance with Bank policy and procedure, Federal Regulation and NACHA Rules.
• Maintain a working knowledge of all TM functions.
• Monthly review of customer calls handled by TM employees
• Annual Risk Review
• Considerable knowledge of Bank or Treasury Management products and services required.
• Ability to lead and manage teams effectively
• Strong organizational and interpersonal skills.
• Demonstrated ability to break down problems, investigate root causes and identify timely resolutions.
• Demonstrated ability to learn new processes and to adapt and thrive in a fast paced, changing environment.
• Ability to maintain attention on the matter at hand with frequent interruptions during the day.
• Ability to assist in system upgrade testing and system migrations.
• Attend and participate/delivery critical information in in-person or virtual calls.
• Proficient PC skills including familiarity with browsers, experience with Microsoft Office, especially Excel and Word, and proficiency at keyboarding.
• Comfort with troubleshooting technical issues.
• Ability to effectively present information in one-on-one and small group situations, to clients and other employees in the organization.
• Treat people with respect; keep commitments; inspire the trust of others; work ethically and with integrity; uphold organizational values; accept responsibility for own actions.
• Perform other duties as assigned.
• Ability to work flexible hours, Treasury Management Client Support hours of operation are 8:00 a.m.-7:00 p.m. CST.
• Strong attention to detail.
• Self-starter.

Skills

Leadership

Bilingual Spanish

Customer service

Attention to detail

Problem solving

Communication

Tools

Microsoft Office

Excel

Word

Web conferencing

CRM systems

Job description

Sunflower Bank, N.A. in Naples, FL seeks a full-time Treasury Management Operations Specialist (Client Support) to deliver exceptional service to TM clients via phone and email, resolving inquiries and fulfilling requests.

The role includes supervising staff, ensuring KPI/SLA targets, and onboarding new hires to ensure operational excellence. The position requires at least three years in TM client support, with supervisory experience preferred, and bilingual Spanish abilities.