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Form of workPRIMARY PURPOSE OF JOB
The Treasury Management Customer Service Representative position is primarily responsible for the ongoing servicing of a portfolio of Treasury Management clients by dedicated markets. With extensive knowledge of all Treasury Management products, including online banking, ACH, Remote Deposit, Lockbox, Positive Pay, and CDARS/ICS. The Treasury Management Customer Service Specialist functions as the primary day to day direct contact for Southern Bank Treasury Management clients within their designated market, with advanced cross-selling opportunities.
EXPECTATIONS OF ALL SOUTHERN BANK TEAM MEMBERS
Southern Bank team members are a family, rooted in the communities we serve and working together to be the best in our industry, utilizing innovative ideas and strong products. The Southern Bank Patch illustrates these ideals.
Ensures the confidentiality of customer non-public personal information and secures information systems to comply with bank regulations.
ESSENTIAL FUNCTIONS AND PERFORMANCE AREAS
Completes all complex and urgent requests for clients within their dedicated portfolio service level agreements;
Communicates effectively with all internal and external customers on pending items and issues with Treasury Management accounts and products;
Communicate effectively and timely with clients on any impacting update that could affect their day to day operations;
Tracks client interactions for both implementation and service for reporting and analysis;
Orders and verifies receipt of customer supply orders (i.e. check scanners, checks, deposit slips, endorsement stamps, etc.);
Identifies cross-selling opportunities to support growth of the Bank;
Identifies and escalates product outages through proper channels;
Assists with maintaining Treasury Management procedures and product guides;
Participates in the development and implementation of sales promotions and campaigns; and,
Recommends any process changes to improve efficiencies and enhance Customer ServiceTreasury Management products.
Take initiative to identify and anticipate client needs and make recommendations for servicing;
Time Management with emphasis on organization;
Individual must be able to work independently and be a self-starter;
Ability to communicate with a clear, audible speaking voice, ability to read and comprehend handwritten forms, and the ability to hear instructions or requests;
Extensive knowledge of TM Products and Services; and,
Proficiency in Microsoft Office Products, Word, Excel, and Outlook.
EDUCATION, TRAINING AND EXPERIENCE REQUIREMENTS
High School Diploma or equivalent
3-5 years of applicable and exceptional customer-facing experience.
CORE COMPETENCIES
Building Trust Interacting with others in a way that gives them confidence in one's intentions and those of the organization.
Customer Focus Ensuring that the customer perspective is a driving force behind business decisions and activities; crafting and implementing servicepractices that meet customers' and own organization's needs.
Contributing to Team Success - Actively participating as a member of a team to move the team toward the completion of goals.
Applied Learning - Assimilating and applying new job-related information in a timely manner.
Building Customer Loyalty Effectively meeting customer needs; building productive customer relationships; taking responsibility for customer satisfaction and loyalty.
Managing Work (includes Time Management) Effectively managing one's time and resources to ensure that work is completed efficiently.
Sales Ability/Persuasiveness Using appropriate interpersonal styles and communication methods to gain acceptance of a product, service, or idea from prospects and clients.
