Treasury Management Operations Implementation & Support Specialist

Rockland Trust Career Site•Lowell, MA

20d

About The Position

The Treasury Management Operations Implementation & Support Specialist is responsible for assisting the Treasury Management Sales team in the implementation of Cash Management products and services for both new and existing clients. Train these same clients on the use of these digital services. This position serves as technical and product expert when onboarding Treasury Management customers and is responsible for ensuring services fully meet client expectations. The individual provides ongoing support and acts as liaison between Treasury Management Sales, Branches, CIC and the customer on implementation and service issues when it comes to the Bank’s various Cash Management products which include but are not limited to Corporate or Business Online Banking, Mobile Banking, Bill Pay, Wire Transfers, Sweep services, Lockbox, Account Reconciliation, Deposit Escrow product, Check and ACH Positive Pay, Remote Deposit Capture, ACH, Escrow Manager, Certificate of Deposit Account Registry Service (CDARS) & ICS money market programs, Reich and Tang and Federated sweeps. This includes research and resolution of both internal and external requests in a timely fashion to identify root causes of errors and escalating issues as appropriate.

Requirements

Comprehensive knowledge of the Bank’s products, services, and operations, specifically relating to Cash Management products and services
Comprehensive knowledge of Rockland Trusts deposit products and services
Comprehensive knowledge of applicable policies and procedures including ethics and customer confidentiality and regulations; including Regulation E, Regulation J, Regulation CC, UCC4A and National Automated Clearinghouse Association (NACHA) operating rules
Comprehensive understanding of technical applications
Comprehensive knowledge of banking operations
Read, analyze, and interpret federal and state regulations, general business periodicals, professional journals, operating and maintenance instructions, technical procedures, or business contracts
Write reports, business correspondence, and procedure manuals
Calculate amounts and figures such as fractions, percentages, ratios, and proportions
Define problems, collect data, establish facts, and draw valid conclusions
Strong computer and technical skills
Strong analytical skills to evaluate the interconnectivity and accuracy of data.
Working knowledge Microsoft Word, Excel, PowerPoint and Outlook. SharePoint.
The incumbent must be dependable, highly organized, possess effective communication skills and the ability to work independently.
Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.
Ability to establish and maintain effective working relationships
Updates job knowledge by participating in educational opportunities
May be required to lift and/or move up to 20 pounds
Ability to solve practical problems without assistance
High attention to precision, detail, and confidentiality
Ability to work in a dynamic, high monetary risk operations governed by established deadlines and regulatory requirements
Ability to work remotely and have secure access to Wi-Fi
Effectively communicate with team members and customers, present detailed information, and respond to questions from groups of managers, team members, or clients
Collaborate, build relationships, influence key stakeholders and decision makers, and manage conflict
Think independently, solve problems, exercise sound judgment, and identify alternative procedures, or recommend efficiencies to correct or strengthen the internal control structure
Ability to multi-task and pay attention to detail while operating with accuracy in a fast paced, deadline-oriented environment
Ability to interpret instructions in written, oral, diagram, or schedule form
Provide excellent customer service; interact with others in a friendly, professional manner
Ability to work independently, performing tasks without supervision
Bachelor’s degree (B.A.) from a four-year college or university; and four or more years of related banking experience and/or training; or equivalent combination of education and experience

Nice To Haves

Cash Management or Treasury Management and Customer Service experience preferred
Certified Treasury Professional or NACHA designations, Project Management experience, Compliance and/or Risk Management experience a plus.

Responsibilities

Provides support to Treasury Management Sales and performs the necessary account research to accurately answer internal and external inquiries and requests related to all cash management products and services
Performs account functions for customers, including, but not limited to, Corporate or Business Online Banking, Mobile banking, Bill Pay, Wire Transfers, Sweep services, Lockbox, Account Reconciliation, Check and ACH Positive Pay, Remote Deposit Capture, Deposit Escrow, ACH, and the Escrow Manager, Certificate of Deposit Account Registry Service (CDARS) & ICS money market programs, Reich and Tang and Federated sweeps.
Verifies and validates key customers and related service charges in the Bank’s XAA account analysis system including providing ad hoc reports upon request
Review the accuracy of Agreements
Respond to Treasury Management emails and phone inquiries.
Open new Deposit and Savings accounts
Assists the Treasury Management Sales team with the management of the XAA Account Analysis system.
Supports Treasury Management Sales with inquiries and issues related to cash management products and services in addition to identifying sales opportunities to strengthen client relationships
Provides extensive training and assistance to internal and external customers on beneficial features and the utilization of online Cash Management products, services, and online modules
Handles case escalations for the Treasury Management sales team
Independently troubleshoots intermediate technical issues and completes research requests while providing timely resolution or promptly escalates issues as needed
Monitors customers’ accounts to ensure customers receive services as requested and accounts comply with cash management implementation procedures and bank policies
Provides demonstrations and/or training for customers as needed on cash management product usage, as well as installation and troubleshooting of hardware/software
Ensures service and fulfillment related requests/inquiries are directed to the appropriate teams and result in a highly satisfied client experience
Communicates resolutions to customers, acts as liaison between customer and the Treasury Management sales team
Recognizes potential fraud situations and provides assistance to mitigate fraud
Attends complex implementation calls as required; escalate potential roadblocks early
Contributes to special projects as requested by Senior Management.
Assist with the testing of system upgrades on Cash Management products.
Assists Treasury Management Advisors with installs and troubleshooting
Performs complex troubleshooting and for Merchant Capture customers
Provides key customer personnel with the set-up and training for merchant source capture technology
Installs and reinstalls related software on customer’s computers
If necessary, performs backward reverts
Performs complex troubleshooting and for Corporate and Business Online Banking customers
Provides key customer personnel with the set-up and training.
Installs and reinstalls related software on customer’s computers
Performs all duties consistent with applicable Federal and State laws and regulations as well as Bank policies
Performs other related duties as assigned
Exceeds customer expectations by following the guidelines outlined in the Customer Experience Program
Assists with Ad hoc projects