Client Account Support Specialist (Treasury Solutions Account Manager)

C&F Bank•Leon, VA

2d•Onsite

About The Position

Acts as the liaison between Treasury Solutions Consultants, Deposit Operations, and Relationship Managers. Manages the implementation of new services and additional services to ensure rapid revenue realization. Maximizes product penetration and customer satisfaction from new and existing customers by delivering excellent customer service.

Requirements

HS diploma or equivalent required; Associate’s degree strongly preferred.
Bachelor’s degree in a business discipline desired.
A combination of education and experience will be considered.
3-5 years of previous banking experience is required.
2-5 years of cash management experience is required.
3-5 years of proven client management experience is required.
A demonstrated understanding of cash management products and services is required.
Excellent communication, organizational, and analytical skills are required to perform successfully in this role.
Must be able to effectively utilize technology tools, such as PC and MS Office.
Able to communicate effectively with people at all levels is required.
Must be effective with time management and be detail oriented.
Must be able to travel to all Bank locations, including subsidiaries.

Nice To Haves

Professional designation in treasury management, such as CTP and/or AAP desired.

Responsibilities

Assists Treasury Solutions Consultants as needed with client presentations and RFPs
Manages documentation of new services and change requests to include creation, acquiring, processing, and archiving documentation
Reviews and updates task and activity logs for new business
Assists Treasury Solutions Consultants in client needs analysis
Helps Treasury Solutions Consultants cross-sell new products and solutions
Prepares periodic relationship updates for Treasury Solutions Consultants
Makes referrals to the branch and other lines of business
Serves as the primary contact and subject matter expert for designated Treasury Solutions clients for implementation of new treasury services and changes to existing services.
Educates and trains clients to properly use Bank services, such as online banking and treasury services (e.g., Wires, ACH Origination, Remote Deposit and Fraud Protection services)
Provides ongoing support for existing clients; serves as an escalation point for service issues
Supports the completion of follow-up tasks as a result of client calls
Researches and resolves billing inquiries; addresses operationally caused service issues
Communicates and exchanges information with internal partners, including Relationship Management (Commercial and Branch), Operations, Fraud and Customer Service
Supports Treasury Solutions Consultants to ensure compliance with risk, credit, and client management processes where applicable
Assumes responsibility for client satisfaction delivered by the extended client support team; communicates regularly with and exchanges client information with Treasury Solutions
Consultants, Relationship Managers, Operations, and Customer Service units
Channels client feedback to Treasury Solutions Consultants, Relationship Managers, Operations, Fraud and Customer Service units as needed
Works with treasury clients to resolve advanced technical issues such as NACHA file formatting and Positive Pay file uploads, and remote deposit capture errors
Performs temporary and permanent ACH and remote deposit limit increases
Stays abreast of ACH Rules changes to assist client understanding and compliance
Work directly with software providers to escalate and resolve technical issues for clients
Manages / oversees Treasury clients Business Online Banking service
Assist with internal and external audits as needed
Update TS internal documents as needed
Perform monthly billing tasks
Assist with periodic customer reviews
Assist with cross-functional project teams during system integrations, migrations and upgrades
Attends training courses during the year to enhance knowledge base and participate in sharing the information as part of department training.
Complete assigned training, including required tests, within the indicated timeframes.
Assists with special projects and other duties as assigned.
Approximately 10-15% travel to Bank locations and subsidiaries within central and eastern Virginia.