Treasury Client Service Specialist

OceanFirst Bank • Toms River, NJ

10d • Hybrid

About The Position

The CCC Treasury Client Services Specialist provides Treasury Management service and support to Commercial and Government Banking clients. The role explains product features and functionality, assists with troubleshooting and password resets, resolves customer issues, and delivers a professional customer experience. The specialist also maintains Virtual Branch accounts, monitors suspicious-payment alerts, explains Treasury Management charges, completes reporting, and participates in projects and process improvements.

The position involves frequent interaction with customers and staff across the organization, including branch personnel. It is based in an office environment, with a hybrid schedule available after onboarding is completed: three days in the office and two days remote. The schedule is Monday through Friday, with an eight-hour shift and a one-hour lunch; overtime may be available. Travel throughout the Bank footprint is required.

Requirements

• High school diploma or equivalent required.
• At least one year of related bank operations experience.
• At least one to three years of customer service experience in a professional environment involving direct customer contact.
• Excellent interpersonal, written, and oral communication skills.
• Excellent problem-solving skills and ability to balance competing priorities.
• Ability to take initiative and work with minimal direction or supervision.
• Proficiency in Microsoft Office Suite.
• Excellent Internet research skills.
• High computer literacy, including Internet, PC, and email technology, and ability to communicate technical information to customers.
• Ability to navigate multiple computer applications while maintaining a customer conversation.
• Detail orientation and solid analytical skills.
• Strong organizational skills and ability to complete assignments within deadlines.
• Ability to operate a computer and communicate simple to complex information with individuals and groups.
• Ability to travel throughout the Bank footprint.

Nice To Haves

• Associate or bachelor's degree, strongly preferred in Finance or Accounting.
• Experience with contact center as a service (CCaaS) solutions such as NICE, Five9, Talkdesk, or Genesys.
• Experience with cloud-based CRM platforms such as Salesforce or MS Dynamics.

Responsibilities

• Provide ongoing support to Commercial and Government Banking customers using Treasury Management products and services, including explaining features and functionality, browser compatibility, troubleshooting, and password resets.
• Respond to customer calls, voicemails, and emails within department service-level standards.
• Deliver a respectful, professional customer experience to internal and external Bank customers.
• Take ownership of customer issues, identify resolutions, handle complaints using Bank policy and procedures, and escalate issues to management when appropriate.
• Follow Bank policies, procedures, protocols, and guidelines.
• Track customer interactions through the Salesforce CRM platform.
• Escalate onboarding and operational requests for new and existing customers to the appropriate Treasury Management Channels.
• Maintain Virtual Branch accounts, including account maintenance, fee refunds, research, and account closures.
• Review and manage daily Secure Payments alerts and contact customers regarding suspicious activity, including OFAC Watch List hits, wire verifications, ACH verifications, and high-dollar payments.
• Navigate and explain customer Treasury Management charges assessed through Weiland Account Analysis.
• Complete daily, weekly, and monthly reporting accurately and efficiently, as outlined in Treasury Client Services Procedures.
• Participate in projects related to conversions, acquisitions, new services, and cleanup as requested by management.
• Address technical issues, system setups, changes, and enhancements related to Treasury Client Services, including customer computer settings and browser troubleshooting.
• Recommend process improvements and efficiencies to enhance the customer or department experience.

Benefits

• On-site fitness facility at Red Bank and Toms River headquarters offices.
• Hybrid schedule after initial onboarding is completed: three days in office and two days remote.
• Employee perks and discount programs.
• Tuition assistance.
• Incentive compensation program.
• Professional development opportunities.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED