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Form of workJob Description
Location: Within the state of Florida
JOB SUMMARY:
The Treasury Management (TM) Client Support Specialist II provides exceptional telephone and email support to clients for all TM products and services. Research and respond to TM client inquiries in a professional, timely, and efficient manner. Strives to achieve full resolution which drives customer satisfaction and successful outcomes on a consistent basis. Works in conjunction with the TM Premier Services Coordinator to provide ‘white glove’ support for the most complex high value TM clients.
ESSENTIAL DUTIES AND RESPONSIBILITIES:
- Provide procedural and technical support via telephone, email, and through virtual communication to clients on all TM products and services.
- Troubleshoot all issues and escalate to TM Operations and Management if necessary.
- Take initiative to research and identify root causes of problems.
- Possess a strong understanding and technical knowledge of TM products, services, pricing and billing, systems, data transmissions, file formats, and protocols used for the delivery and support of TM products and services.
- Expedite service requests timely and efficiently following all bank policies and procedures.
- Identify additional product needs and partner with Treasury Sales Officers, Implementation, & TM Operations.
- Complete understanding of required TM Agreements and forms, authority levels, & Policy & Procedures.
- May perform various TM daily operational support functions as necessary such as clearing on-line banking self-enrollment exceptions, clearing Anomaly Alerts, verifying next day funding file amounts for Merchant Services, and additional tasks as assigned.
- May participate in various committees, projects, system upgrades including testing, and on future bank acquisitions.
- Adhere to Seacoast Bank’s Code of Conduct.
EDUCATION AND/OR EXPERIENCE:
- Bachelor’s degree or equivalent work experience with minimum 3 years in banking and customer service.
- Minimum 3 years in TM Sales Support and/or Customer Care role.
- Fluent in both English and Spanish.
- Requires excellent customer service telephone skills, patience, and ability to diffuse tense and upset clients.
- Ability to develop rapport and communicate effectively with clients both verbally and in writing.
- Full understanding of all TM products and services, including how and why businesses utilize them. Capable of dealing with complex business banking needs.
- Proficient in bank operations and regulations.
- Possess ability to work independently and understand when supervisory approval is required in unusual or sensitive situations.
- Must be able to have a flexible schedule, able to work during all days and hours of operation including weekends and occasional non-bank operational hours.
- Must be available to work overtime as necessary.
- Must be proficient in PC functions including MS Word, Excel, PowerPoint, Outlook, and all bank related systems with the ability to learn other computer systems/programs quickly.
The Statements above are intended to describe the general nature and level of work being performed by people assigned to this position. They are not intended to be an exhaustive list of responsibilities, duties, and skills. Because these statements are general, the job description is used for a variety of purposes including job evaluations; performance reviews; recruitment; etc. All Associates are required to adhere to the highest legal and ethical standards applicable to our industry. It is the policy of Seacoast Bank that all Associates will be familiar and compliant with all regulatory, legal, ethical and Bank risk mitigation requirements pertaining to both our industry and their individual roles. This includes the on time, successful completion of annual required training post-hire and effective execution of role responsibilities.
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