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Form of workSUMMARY
The Treasury Operations Specialist is responsible for providing a full range of professional, technical, and general support to clients and Bank personnel. The incumbent will provide service and support related to the Bank’s commercial online banking platform and ancillary services. The incumbent will evaluate data related to digital services provided to clients and monitor client activities in accordance with policy, regulatory requirements, and risk management practices. The incumbent will also assist in gathering information for management and board reporting, audits, risk assessments, and other initiatives.
ESSENTIAL DUTIES AND RESPONSIBILITIES
- Ensures delivery of exceptional client service via telephone or through email by taking ownership of each client inquiry, question or concern to resolution.
- Makes appropriate decisions on behalf of the Bank and clients quickly and effectively; escalating potential issues as needed to best meet the objectives of all parties.
- Follows up and follows through on all pending client inquiries on a timely basis while tracking all activities in the department’s ticketing system and ensuring department service levels are met.
- Provides technical and professional assistance, support and troubleshooting for business online banking clients including but not limited to Commercial Center, ACH Origination, Remote/Mobile Deposit Capture, Sweeps, Account Analysis, Lockbox, Wire Transfers, and other Treasury Management products.
- Coordinates with Bank vendors when needed in order to resolve client inquiries and issues.
- Coordinates with the Operations Team, Information Technology Team and Information Security Officer to escalate security issues to stop fraud activity; communicates and recommends fraud solutions to clients.
- Coordinates communication between the client, relationship officer and internal personnel to determine products that satisfy service needs.
- Reviews reports and data regarding client online banking and treasury service activities to thwart potential fraud and operating losses, ensure client transactions process without disruption, and evaluate clients’ usage of services.
- Performs periodic reviews and reapproval of clients utilizing treasury services; maintaining tracking logs, documentation, next-level approvals, and client files.
- Maintains department procedures and resources to ensure efficient processes, exemplary service, and business continuity.
- Understands and complies with bank policy, laws, regulations, and the bank's BSA/AML Program, as applicable to your job duties. This includes but is not limited to; complete compliance training and adhere to internal procedures and controls; report any known violations of compliance policy, laws, or regulations and report any suspicious customer and/or account activity.
ADDITIONAL RESPONSIBILITIES
- Demonstrates high degree of professionalism in communication, attitude and teamwork with customers, peers and management
- Demonstrates high level of quality work, attendance and appearance
- Adheres to all Company Policies & Procedures and Safety Regulations
- Adheres to local, state and federal laws
- Understands and complies with all company rules and regulations
- Attends training and maintains a basic knowledge of procedures to ensure compliance with laws and regulations governing financial institutions, as they apply to your position and job responsibilities, with an emphasis on the BSA/AML/CIP, Consumer Privacy, Regulation CC, Information Security, Bank Protection Act, FACT-Identity Theft, Information Technology and GLBA.
- Additional duties as assigned as it relates to the position
SUPERVISORY RESPONSIBILITIES
This position does not have supervisory responsibilities.
MINIMUM QUALIFICATIONS
- Experience in a banking operations or support position with a minimum of two years’ experience.
- Ability to research, resolve, and troubleshoot issues of all complexity levels.
- Strong familiarity with business banking accounts, specialty deposits, payment processing and general bank operations. Technologically inclined with extensive experience with Microsoft Office, Fiserv core and related products, awareness of digital trends, and bank industry technology.
- Ability to multi-task
- Must be able to assess a situation and reach resolutions with or without supervision
- Strong Analytical Skills
- Ability to review and follow outlined policy and procedure
- Strong written and verbal communication skills
COMPETENCIES:
- Adaptability
- Communication
- Decision Making
- Initiative
- Innovation
- Organization
- Professionalism
- Results Orientated
PHYSICAL DEMANDS: In general, the following physical demands are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to allow differently abled individuals to perform the essential functions of the job.
- Standing, walking and squatting less than fifty percent of the work shift
- Required to lift, move and carry up to 40 pounds
- Ability to read, count and write to accurately complete all documentation and reports
- Must be able to see, hear and speak in order to communicate with employees and other customers
- Specific vision abilities include close vision, distance vision, peripheral vision, depth perception and ability to adjust focus
- Manual dexterity required using hands to finger; handle, feel and type; reach with hands and arms
