Treasury Client Svcs Professional II

BOK Financial•Mesa, AZ

24d•Onsite

About The Position

As the treasury management team, we engage directly with clients, providing market insights and best practices on areas such as treasury optimization, reducing fraud risk, working capital benchmarking, and industry-leading trends. We define strategic goals and develop holistic strategies, using a proactive approach to deliver cutting-edge solutions that meet our clients’ evolving needs. The Treasury Client Services Professional II provides technical and operational support to a portfolio of Commercial Banking customers (including high priority) for all DDA and Treasury Management Products and Services; Treasury products assist customers in setting their daily cash position and related investment options; Responsible for obtaining all Legal and BSA/AML CIP information required for new account opening; analyze documentation for accuracy and appropriateness for fulfilling regulatory and legal requirements; resolves daily customer issues/concerns sometimes engaging various departments in Treasury Services, Operations, Information Technology, and/or Relationship Managers; some products require communications with third party vendors to identify and resolve customer issue; inputs and tracks all customer initiated operating and system problems via Salesforce. Identifies and refers cross sell opportunities. Must develop and maintain Product Expert status in at least one product.

Requirements

Bachelor’s Degree and 3 to 4 years’ experience in a bank operations or customer service position OR 7 to 8 years’ equivalent experience in a bank operations or customer service function.
Technical and operational support for DDA and Treasury Management Products and Services.
Obtaining Legal and BSA/AML CIP information.
Analyzing documentation for accuracy and appropriateness.
Resolving daily customer issues/concerns.
Communicating with third-party vendors.
Inputting and tracking customer-initiated operating and system problems via Salesforce.
Developing and maintaining Product Expert status in at least one product.
Analyzing accounts receivable aging reports and settlement statements.
Establishing and managing a portfolio of commercial and corporate relationships.
Interpreting, diagnosing, and resolving operational and technical issues.
Responding to customers and updating them on issue status.
Troubleshooting problems and streamlining operating procedures.
Establishing relationships with customers, including proactive calling and consultative referrals.
Fraud prevention and mitigation.
Re-training customers on commercial product usage.
Serving as primary contact for customer system problems.
Instructing users to perform technical tasks.
Initiating correct actions to report/prioritize/or resolve issues.
Maintaining knowledge of customer account products and requirements.
Identifying operational problems/trends with commercial services and products.
Ensuring back office follow-up/resolution of reported problems using Salesforce Case Management.
Staying informed about technology advances within the product set.
Assisting product management personnel in testing new and enhanced products/delivery systems.
Working with TMOs and Relationship Managers to support DDA / Treasury Management products and delivery systems.
Making joint calls with TMOs and individual customer calling efforts.
Proactively contacting existing customers regarding system changes, enhancements, outages, or regulatory changes.
Identifying cross-sale opportunities through the Treasury Management Referral program.
Raising customer awareness of alternative products.

Nice To Haves

Experience with IMPACS system.

Responsibilities

Provides technical and operational support to a portfolio of Commercial Banking customers for all DDA and Treasury Management Products and Services.
Obtains all Legal and BSA/AML CIP information required for new account opening and analyzes documentation for accuracy and appropriateness.
Resolves daily customer issues/concerns, engaging various departments and third-party vendors as needed.
Inputs and tracks customer-initiated operating and system problems via Salesforce.
Identifies and refers cross-sell opportunities.
Develops and maintains Product Expert status in at least one product.
Analyzes accounts receivable aging reports and settlement statements.
Establishes and manages a portfolio of general and high priority commercial and corporate relationships.
Interprets, diagnoses, and resolves operational and technical issues regarding DDA and Treasury Management products.
Responds to customers and updates them on the status of issues on the same day.
Works with Operations, IT, and 3rd party processors in troubleshooting problems/streamlining operating procedures.
Establishes relationships with customers including proactive calling and consultative referrals, fraud prevention and mitigation.
Re-trains customers on commercial product usage.
Serves as primary contact for customer for any and all system problems encountered by customer users for multiple systems.
Utilizes skills and support documentation to support and resolve a wide range of system problems.
Makes determination of problem at hand and uses judgment to initiate the correct actions to report/prioritize/or resolve the issue.
Remains knowledgeable regarding each individual customer’s account products and requirements.
Maintains integrity of quality control systems by identifying operational problems/trends with commercial services and products.
Ensures back office follow up/resolution of reported problems using Salesforce Case Management.
Remains abreast of rapidly changing technology advances within product set by utilizing all available reference materials and CBT courses offered.
Assists product management personnel in the testing of new and enhanced products/delivery systems.
Works with Treasury Management Officers (TMOs) and Relationship Managers to support DDA / Treasury Management products and delivery systems.
Makes joint calls with TMOs as well as individual customer calling efforts to develop and maintain strong customer relationships.
Proactively contacts existing customers to relate information regarding system changes, enhancements, outages, regulatory changes or any other information that could cause material customer impact.
Participates in the Treasury Management Referral program by identifying cross sale opportunities with existing customers needing additional cash management/DDA products.
Raises customer awareness of alternative products offered by Treasury Services which would benefit their organization.