Senior TCS Onboarding Specialist

Braemar Hotels & Resorts•Toms River, NJ

99d•Onsite

About The Position

Under the direction of the Treasury Client Services Onboarding Supervisor, the Senior TCS Onboarding Specialist is responsible for leading the onboarding and implementation of Commercial and Government accounts and Treasury Management products and services. This role provides white‑glove client service by delivering and overseeing client training, ensuring high‑quality and consistent implementations, and successfully transitioning clients to Treasury Client Services for ongoing support. In addition, the Senior TCS Onboarding Specialist supports the Onboarding Supervisor through procedure management, quality control of implementations, trainings, and continuous improvement of onboarding processes.

Requirements

Knowledge of treasury management products and services.
Excellent customer service skills.
Excellent interpersonal and communication skills with the ability to manage relationships with external clients.
Proficient in MS Office Suite.
Ability to manage multiple and changing priorities with tact, diplomacy and confidentiality.
Ability to take initiative and work with minimal direction or supervision.
Ability to quickly solve problems and provide appropriate solutions.
Ability to navigate several computer applications at one time while maintaining a conversation with the customer.
Ability to plan, prioritize, and organize effectively. Advanced time management skills.
Ability to lead others and motivate a team environment.
Ability to learn and apply knowledge of TCS cross functional systems with an ability to cross train team members.
High school diploma or equivalent required
Minimum of 5 years, of customer service experience from a professional environment that required direct contact with the customer.
Minimum of 2 years of Treasury Client Services Service experience or equivalent.

Nice To Haves

Previous leadership, mentoring, and coaching experience preferred.
Experience preferred working with: CCaas Solutions (Nice, Five9, Talkdesk, Genesys, etc.) Cloud-based CRM (Salesforce, MS Dynamics, etc.)

Responsibilities

Lead the end to end onboarding, implementation, and ongoing maintenance of Treasury Management products and services for new and existing Commercial and Government customers, including complex onboarding scenarios and service changes.
Serve as a primary point of coordination by communicating clearly and timely with internal partners and clients, providing proactive updates on request progress, risks, and milestones.
Assist TCS Onboarding Supervisor with the review, process, and quality control new Business Account applications, onboarding setups, and service changes to ensure completeness, accuracy, compliance, and audit readiness.
Conduct and oversee onboarding and client training sessions for all new Treasury Management services, ensuring consistent delivery, documentation, and effective knowledge transfer.
Own the client experience throughout onboarding and implementation by guiding issue identification, managing escalations, and partnering with internal teams to drive timely resolution.
Complete onboarding and training calls with Commercial and Government customers for all new Treasury Management Services.
Manage onboarding activities to meet service level expectations and Key Performance Indicators, identifying trends or risks that may impact timelines or quality.
Collaborate with the TCS Operations & Analytics team to support technical requests, data validation, reporting needs, and complex troubleshooting.
Participate as a contributor on the Treasury Management Sales & Onboarding Deal Team, ensuring alignment across Commercial and Government partners.
Complete required Bank training, certifications and support knowledge sharing within the onboarding team. Follow Bank policy, procedures, protocols and guidelines.
Identify gaps and inefficiencies in onboarding processes and recommend enhancements that improve quality, consistency, and the customer or employee experience.
Support the TCS Onboarding Supervisor with quality oversight, process documentation, mentoring, special projects, and other duties as assigned by management.