Treasury Management Ops Support Specialist Sr

EverBank•Jacksonville, FL

About The Position

The Senior Treasury Management Operations Support Specialist supports clients and to assists more junior-level associates with resolving more complex issues and concerns related to their enrolled Treasury Management products and services in a manner that exceeds client expectations. This position is also responsible for performing associated job duties to escalate client requests, complaints, and suggested service modifications, and to document client interactions as required by related procedures.

Requirements

3+ years of professional Treasury Management Implementation experience

Nice To Haves

Advanced knowledge of Treasury Management systems, applications, and products (E.g. ACH Origination, Online Wire Transfers, Payment Files, Positive Pay, Sweeps, ZBAs, Business Online Banking portals)
Client-facing experience resolving complex requests and escalations like phone support for advanced Business Online Banking portal functionality
Experience with SFTP file transfers and Treasury Management payment file processing requirements
Experience implementing Treasury Management products and services

Responsibilities

Possesses functional operating knowledge of all current Treasury Management product and service features and functionality. Uses sound judgement to respond to client inquiries and issues timely and accurately.
Monitors relevant team tracking and processing logs to ensure accuracy and procedural compliance.
Provides advanced system, application, product, service, and procedural training to new or less experienced Treasury Management Support associates.
Uses knowledge of general Business and Commercial Banking operational processes to resolve unusual client and/or bank issues and concerns for which there is no specific documented solution.
Understands, assesses, and resolves client inquiries and concerns related to product and service pricing schedules, structures, and methodologies. Explains fees, earnings credits, compensating balances, and account analysis system functionality to both internal and external clients.
Maintains a thorough working knowledge of business account types so as to refer Treasury Management products and services, pricing, and billing methodologies to properly assess and respond to related client inquiries.
Ensures client requests and service modifications are documented thoroughly and accurately and presented to relevant associates and/or teams for further review and processing to ensure SLAs are met.
Assists clients as needed with general banking requests as documented in applicable procedures.
Ensures client complaints are documented accurately and resolved within required SLAs.
Adheres to all documented Treasury Management Operations Support Team policies and procedures and comply all applicable banking laws, rules, and regulations to ensure all legal, risk, and compliance concerns are addressed.