Sr. Treasury Management Call Center Specialist

Cathay Bank•Los Angeles, CA

About The Position

The Senior Treasury Management Call Center Specialist serves as a senior subject matter expert for Treasury Management products and Commercial Online Banking services. This position is responsible for providing advanced support to internal and external clients, resolving complex service and operational issues, supporting strategic initiatives, and ensuring the successful delivery of Treasury Management services. The Senior Specialist acts as the primary escalation point for complex client inquiries and technical support issues involving Treasury Management products, Commercial Online Banking, ACH, Positive Pay, Wire Transfers, Account Reconciliation, Remote Deposit Capture, Lockbox, and Cash Management services. This individual works closely with Relationship Managers, Treasury Management Officers, Deposit Operations, Information Technology, Accounting, vendors, and other business units to deliver superior client service and operational excellence. The Senior Specialist is expected to identify process improvement opportunities, support product enhancements, mitigate operational risks, assist with departmental projects, and provide guidance and mentoring to less experienced team members.

Requirements

3+ years of Treasury Management, Commercial Online Banking, or Cash Management support experience.
Strong experience supporting commercial clients.
Experience resolving complex Treasury Management operational and technical issues.
Experience working with multiple banking systems and Treasury Management platforms.
Advanced analytical and problem-solving skills.
Strong troubleshooting and research capabilities.
Excellent verbal and written communication skills.
Ability to influence and collaborate across multiple business units.
Strong organizational and project coordination skills.
Ability to prioritize competing deadlines in a fast-paced environment.
Advanced Microsoft Office skills, particularly Excel.

Nice To Haves

Bachelor's Degree in Business Administration, Finance, Accounting, Information Systems, or related field preferred.
Equivalent banking experience may be considered in lieu of education.
Experience participating in projects, system upgrades, and product implementations preferred.
Bilingual Mandarin and/or Cantonese preferred.

Responsibilities

Serve as the primary escalation resource for complex client service issues and Treasury Management product inquiries.
Provide advanced support for commercial and business clients utilizing Treasury Management and Commercial Online Banking services.
Research and resolve complex transaction, entitlement, access, file transmission, reporting, and payment processing issues.
Manage client cases through resolution while maintaining proactive communication and follow-up.
Deliver exceptional service while supporting departmental service level expectations.
Maintain advanced knowledge of Business Online Banking, ACH Origination Services, Positive Pay Services, Wire Transfer Services, Remote Deposit Capture, Lockbox Services, Cash Vault Services, Account Reconciliation, Fraud Prevention Solutions, User Security Administration, Treasury Reporting Tools, and Mobile Banking Services.
Analyze recurring client issues and identify root causes.
Recommend and implement process improvements to enhance client experience and operational efficiency.
Partner with Information Technology, Operations, Product Management, and vendors to resolve systemic issues.
Assist with user acceptance testing, product upgrades, and implementation projects.
Support business continuity planning and operational readiness activities.
Maintain departmental procedures, knowledge articles, and training documentation.
Ensure compliance with Bank policies, procedures, and regulatory requirements.
Identify operational, fraud, and security risks associated with Treasury Management services.
Participate in audit requests, quality assurance reviews, and risk assessments.
Assist in monitoring service activity and escalating unusual or suspicious activity when appropriate.
Provide technical guidance and support to Treasury Management Support Specialists.
Assist with onboarding and training of new team members.
Share best practices and product knowledge across the department.
Participate in special projects and departmental initiatives.
Serve as a backup resource for Team Leads during periods of high volume or staff absence.