Treasury Management Operations Supervisor (Client Support)

Sunflower Bank, N.A.•Plano, TX

About The Position

The Treasury Management Operations Supervisor (Client Support) is responsible for leading and overseeing a team that delivers high-quality client support services to our Treasury Management clients. This role ensures client inquiries, issues, and requests are handled efficiently, accurately, and in alignment with service standards and performance goals. The supervisor provides day-to-day leadership, coaching, and performance management while serving as an escalation point for complex client issues.

Requirements

Three years of previous work experience in Treasury Management Client Support required.

Nice To Haves

5 years of previous supervisory experience preferred.
Prior experience supervising or leading client support, customer service, or operations teams.
Demonstrated success with coaching, performance management, and employee development.
Proven ability to motivate teams in high-volume or fast-paced environments.
Experience identifying and implementing process improvements or efficiencies.
Experience supporting change initiatives or system implementations.

Responsibilities

Provide exceptional service to internal and external customers.
Manage the workflow of their employees, create team schedules and delegate tasks.
Assess the work performance of their employees and identify areas that need improvement.
Ensure that KPI’s, SLA’s, and Performance Standards are met.
Train and onboard new hires to ensure they understand their role.
Acts as an escalation point for Treasury Management Client Support issues.
Provide client support for all Treasury Management products and services; including, but not limited to, ACH Origination, Remote Deposit Capture, Online Wire Transfers, Positive Pay, Commercial Online Banking, Bill Pay, Sweep Accounts and Lockbox.
Provide client support and training to clients for all Treasury Management products and services over the phone, remotely using web conferencing software and as needed, in person.
Assist clients with file format setup and support for ACH, Wires and Positive Pay.
Answer incoming calls and respond to requests received by phone and email from Clients, and internal Bank personnel.
Develop and maintain a collaborative relationship with other Bank departments.
Perform permanent and temporary ACH, RDC and Wire limit increases adhering to procedures.
Ensure compliance with Bank policy and procedure, Federal Regulation and NACHA Rules.
Maintain a working knowledge of all TM functions.
Monthly review of customer calls handled by TM employees
Annual Risk Review
Considerable knowledge of Bank or Treasury Management products and services required.
Ability to lead and manage teams effectively
Strong organizational and interpersonal skills.
Demonstrated ability to break down problems, investigate root causes and identify timely resolutions.
Demonstrated ability to learn new processes and to adapt and thrive in a fast paced, changing environment.
Ability to maintain attention on the matter at hand with frequent interruptions during the day.
Ability to assist in system upgrade testing and system migrations.
Attend and participate/delivery critical information in in-person or virtual calls.
Proficient PC skills including familiarity with browsers, experience with Microsoft Office, especially Excel and Word, and proficiency at keyboarding.
Comfort with troubleshooting technical issues.
Ability to effectively present information in one-on-one and small group situations, to clients and other employees in the organization.
Treat people with respect; keep commitments; inspire the trust of others; work ethically and with integrity; uphold organizational values; accept responsibility for own actions.
Perform other duties as assigned.
Ability to work flexible hours, Treasury Management Client Support hours of operation are 8:00 a.m.-7:00 p.m. CST.
Strong attention to detail.
Self-starter.