Treasury Services Support Specialist

F&M Bank - Archbold, OH; Archbold (OH); On-site; USD 52,000 - 64,000; Full time

Job summary

F&M Bank - Archbold, OH is seeking a Treasury Management Support professional to deliver exceptional service to commercial clients, assisting with Business Online and Mobile Banking and Treasury products. You will help with credentialing, security, and cross-department issue resolution.

You will handle phone and email inquiries, coordinate onboarding, monitor ACH activity, and ensure compliance with bank policies while educating customers on procedures and products. AAP certification is a plus.

Qualifications

• Associate or bachelor’s degree or equivalent experience preferred.
• 1-2 years in Treasury or Commercial Management preferred.
• 1-2 years in Customer Service preferred.
• AAP certification a plus.

Responsibilities

• Understand product setups and maintain secure credentials per authorization.
• Provide phone and email support for Business Online and Mobile Banking.
• Support Treasury Management products including ACH, Remote Deposit, Positive Pay, WIRE services, Bill Pay, Mobile Deposit, Account Analysis and Commercial Deposits.
• Monitor incoming ACH files for accuracy.
• Prepare documents for onboarding new and existing clients.
• Set up user access and other system access with customers.
• Prepare requested reports and educate others on new procedures and products.
• Comply with bank policies and regulatory requirements and pass related tests.
• Other duties as assigned.

Skills

Customer service

Communication

Problem resolution

Phone & email support

Education

Associate or Bachelor's degree

Treasury/Commercial management experience

Customer service experience

AAP certification

Tools

Treasury Management systems

Business Online Banking

Mobile Banking

ACH services

Job description

Position Summary

This position is responsible for providing an exceptional customer experience for our commercial accounts. This is done by supporting external and internal Treasury Management calls and emails and assisting customers with the use of all Treasury Management services. This includes effectively managing customer issues and ensuring all technical support needs are addressed in a timely fashion. Working across departments to provide timely resolution of simple and complex problems and communicating resolution to the customer is a critical piece of the role. This role is also responsible for supporting the Treasury Management Sales Team.

Objectives Of This Role

• Utilize sales training skills to provide outstanding customer service.
• Responsible for establishing and maintaining positive, timely, and excellent customer relations with our clients, in a professional manner and providing prompt, efficient, and accurate service by both phone and email.
• Identify and assess customers’ needs to achieve satisfaction.

Responsibilities

• Understand the intricacies of product set ups and maintains strict security measures. Build, manage, and maintain the client and user credentials based upon authorization documentation from client.
• Provide phone and email customer support for Business Online and Business Mobile Banking customers or other customer support calls.
• Provide support for the Bank’s Treasury Management product set, including such products as Business Online and Mobile Banking, ACH services, Remote Deposit Capture, Positive Pay, Wire Transfer Service, Bill Pay, Mobile Deposit, Account Analysis and Commercial Deposits.
• Monitor incoming ACH files to ensure that files are processed accurately.
• Prepare all necessary documentation/agreements, necessary for the implementation for new and existing clients.
• Works with customers to establish user access and other system setup.
• Prepare reports as requested.
• Educate others on new procedures, processes, and products.
• Comply and satisfactorily pass tests for bank policy and regulations that apply to position.
• Other duties as assigned.

Requirements

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education and/or Experience

• Associate or bachelor’s degree from college or university; or equivalent combination of education and experience preferred
• 1-2 years’ experience in Treasury or Commercial Management preferred
• 1-2 years’ experience working in Customer Service preferred
• AAP certification a plus

Certificates, Licenses, Registration

Valid Driver’s License

Compliance

• As generally applicable to F&M Bank and commensurate with these job functions, this job role includes accountabilities for following Bank policies and related procedures, as well as regulatory requirements involving federal and state laws, regulations, and related guidance.
• Compliance with Bank Secrecy Act (BSA), including accurate completion of Currency Transaction Reports (CTR) when applicable, Anti-Money Laundering Act (AML), Office of Foreign Asset Control (OFAC) and the USA PATRIOT Act. Adhere to Customer Identification, Customer Due Diligence and reporting of suspicious activities to the BSA Department.

Non-exempt/Hourly Competencies

• Job Knowledge: Understands duties and responsibilities, possesses necessary job knowledge and technical skills, maintains job knowledge current.
• Productivity: Manages a fair workload, volunteers for additional work, prioritizes tasks, develops good work procedures, manages time well, and handles information flow.
• Attendance: Employee is expected to adhere to the attendance and break policy and communicate with your supervisor about anticipated time off or modifications to break times.

Salary Description

Pay Grade: C