Comply with Bank policies and procedures (including BSA/US Patriots Act, OFAC, security policy and confidentiality policy), government regulations and other policy and procedures related to position.
Have a strong working knowledge of Treasury Management products and procedures.
Serve as a backup as needed to the Senior Treasury Relationship Manager.
Provide excellent customer service, primarily by phone and email. Utilize critical thinking and active listening to resolve customer problems or complaints.
Respond to or coordinate response to e-mails received through the various banking email groups.
Contact overdraft customers and input decisions to complete the overdraft report daily.
Troubleshoot issues related to Retail Online Banking, Business Online Banking, Zelle, BillPay, or any other product the customers log in to.
Assist customers with funds transfers, setting up Zelle access, and processing Zelle payments.
Provide online support to customers who may be experiencing issues. Possible issues include, account lockouts, password resets, trouble shooting, various account inquiries, possible fraud, etc.
Complete onboarding for new accounts. Review account applications, agreements, and other documents for complete and accurate information.
Work with BSA Department to ensure compliance to BSA requirements (Customer Identification Program, Know Your Customer requirements, Account Opening Customer Due Diligence, ongoing profile requirements, etc.).
Contact customers and collect information to satisfy the BSA’s Requests for Information (RFI).
Complete new Treasury Management online banking setups. Give proper access to users, set up parameters for all services requested.
Assist customers with Remote Deposit Capture scanner setup and co-ordinate remote access with IT partners to assist with install. Assist with trouble shooting scanner issues that arise.
Responsible for Bank’s Remote Deposit scanner inventory and for shipping scanners to customers.
Set up ACH/check positive pay for business customers and train the users on how to decision (pay or don’t pay). Assist customers in resolving system-related problems.
Set up and train business customers to originate and submit for processing Automated Clearing House (ACH) files. This includes acquiring a secure token, reviewing cut-off times and security procedures, and troubleshooting and resolving ACH related problems.
Process outgoing ACH files initiated by the Bank's business customer base. Highly time sensitive and requires great attention to detail.
Set up Self-Service (online) wire origination and train business customers on proper usage. This includes entering a wire properly, acquiring a secure token, reviewing cut-off times and security procedures, and troubleshooting and resolving wire related problems.
Assist with permanent and temporary ACH and Wire risk limit increases within established authority amounts.
Assist the Treasury Management Department on the day-to-day workflow.
Contribute to overall goals of the Treasury Management Department and the Bank.
Minimum Requirements:
Ability to converse intelligently, clearly, and understandably over the telephone, via email or in person with customers and co-workers.
Ability to listen and understand customer’s concerns, questions, and problems.
Maintain a friendly and outgoing personality to deal calmly with customer’s problems and questions.
Knowledge of all Bank products and services.
Ability to maintain the highly confidential nature of customer information and records.
Ability to work independently with minimum supervision.
Ability to deal with stressful situations, remain calm and act in the Bank’s best interest.
Ability to work in a paced environment. Must be able to multi-task with accuracy.
Works cooperatively within a team.
Strong written and verbal communication skills.
Strong organizational skills required to meet deadlines with a strong attention to detail.
Strong computer skills a must. Proficient with Microsoft Outlook, Word, and Excel.
Minimum of three or more years of related experience
High School Diploma or GED required.
Working knowledge of various systems supporting electronic and deposit products and services required.
Ability to research, resolve, and troubleshoot issues
Strong attention to detail and the ability to multi-task
Strong computer skills and a good understanding of an overall computer environment are necessary. Experience with Excel a plus
Excellent verbal and written skills
Ability to work independently and prioritize tasks
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