Merchant Services and Treasury Management Support Officer

Tri City National Bank•West Allis, WI

5d•Onsite

About The Position

The Merchant Services and Treasury Management Support Officer delivers high-quality relationship management and customer service by supporting all Merchant Services, Remote Deposit Capture, and Cash Management products, as well as handling document preparation and processing. This role is also responsible for Business Products and Services offered through Business Digital Banking and maintaining comprehensive knowledge of all business products. This position is in office at our Operations Center located in West Allis, WI.

Requirements

Proven experience with CRM systems and a strong background in sales and client management.
Excellent verbal and written communication skills, particularly in a sales or customer service setting.
Ability to multitask, problem-solve, and deliver superior customer service.
Proficiency in Microsoft Word and Excel is essential.
Know and understand all regulatory and compliance requirements with respect to the company’s policies and procedures.
3-5 years’ banking experience.
Basic analytical ability required to gather and interpret data and generate accurate reports.
Must have a working understanding of Bank and departmental principles, procedures, and terminology.
Must adhere to all Bank policies.
Familiarity and experience with computer hardware and software packages including Microsoft Word, Excel, and Outlook.
Must be able to navigate on the internet and learn website functions.
Ability to interact with customers, employees, and vendors in a professional and courteous manner.
Ability to maintain confidentiality of customer data.
Must have superior organizational skills, pay attention to detail, and possess ability to work independently.
Requires travel to customer locations.
Must have a valid driver’s license and access to an insured automobile.
Ability to work effectively under pressure.
Possesses a high degree of interpersonal and professional skills.
Must be customer service oriented.

Nice To Haves

Bi-lingual (Spanish) is a plus but not required.
Experience in the banking, credit card processing, or e-commerce industries is preferred.
Bachelor’s or Associate degree preferred; relevant experience in sales, banking, or merchant services can be considered.
Must have extensive knowledge of all Cash Management products which would include Business Online Banking, Mobile Banking, Remote Deposit Capture, ACH, Bill Pay, Positive Pay and Wire Transfer products.

Responsibilities

Provide extraordinary client service to merchants via on site visits, inbound phone calls, email or chat.
Provide extraordinary service and sales support to agents and partners.
Respond to incoming customer requests quickly, proficiently, and professionally while meeting specific quality expectations.
Answer merchant questions and resolve customer support problems related to billing, account management and troubleshooting.
Assisting with the installation of equipment and services for merchants.
Establishes and maintains client relationships by setting up, servicing, and maintaining all cash management products and services.
Handles client issues by providing timely information and options for resolution, ensuring prompt and appropriate responses to all reasonable requests.
Develops and maintains relationships with clients.
Identifies client requirements and recommends appropriate services.
Responds to customer inquiries on internal products, services, and credit card processing activities for the industry.
Leads cash management discussions by identifying client needs and explaining product features and benefits.
Proactively reviews client base to identify deposit and cash management solutions, cross-sell opportunities, and assist in closing sales.
Maintains up-to-date knowledge of cash management products, services, and pricing to remain competitive.
Supports client retention, revenue growth, portfolio quality, fee income, cross-sales, referrals, client satisfaction, and knowledge of cash management solutions.
Train bank employees on products, services, policies, and procedures.
Provides cash management support by reviewing documentation for accuracy and monitoring exceptions.
Identifies ways to improve and streamline services for greater efficiency and quality assurance.
Collaborates with internal teams and third-party vendors to provide input on modifications and implementations related to cash management services and daily client service delivery.
Thoroughly describe and document work using multiple call ticketing systems.
Maintains knowledge of all regulatory and compliance requirements related to company policies and procedures.
All other duties as assigned.