Lead Treasury Management Small Business Support (Hybrid)

Provident Bank•Woodbridge, NJ

23d•$31 - $39•Hybrid

About The Position

Provident Bank is seeking a Lead Treasury Management Small Business Support professional to supervise and support a team of Treasury Management Customer Support Specialists serving our small business clients. This role plays a critical part in ensuring high-quality service delivery, strong risk controls, and an exceptional customer experience across treasury management products and digital banking services. The Lead will oversee daily operations, coach and develop team members, act as an escalation point for complex issues, and partner with cross-functional teams to improve processes and service outcomes.

Requirements

High School Diploma or GED required
5+ years of experience
Strong knowledge of Treasury Management products and digital banking platforms
Demonstrated leadership, coaching, and team development skills
Strong written and verbal communication skills
Proven ability to manage processes, solve problems, and operate in a risk-controlled environment
Customer-focused mindset with a commitment to service excellence

Nice To Haves

Associate or bachelor’s degree preferred
prior supervisory or team-lead responsibilities preferred
Experience with Treasury Management products and/or call center leadership strongly preferred

Responsibilities

Supervise and support Treasury Management Customer Support Specialists serving small business clients
Monitor calls, emails, and service requests to ensure service standards and SLAs are met
Provide coaching, performance feedback, and ongoing development to team members
Serve as the escalation point for complex customer issues, concerns, and complaints
Lead onboarding and training for new associates; develop training materials and job aids
Support treasury management products and services, including digital banking, ACH, wires, Positive Pay, Remote Deposit Capture, Bill Pay, and fraud claims
Assist customers and internal partners with troubleshooting and user administration
Partner with Digital Operations and third-party vendors to resolve customer issues
Ensure adherence to authentication procedures and fraud prevention protocols
Conduct real-time quality monitoring and coaching to ensure accuracy, professionalism, and policy adherence
Develop and maintain standard operating procedures (SOPs aligned with bank policy, risk, and regulatory guidance
Represent the team in cross-functional initiatives and continuous improvement efforts
Partner with Treasury Sales, Relationship Managers, Operations, Fraud, and Product teams
Support implementation of process and operational enhancements