Treasury Management Quality Improvement Analyst

South State Bank•Winter Haven, FL

1d•Hybrid

About The Position

The Treasury Management Quality Improvement Analyst evaluates client interactions through phone calls and ticket systems, assessing associate demeanor, technical accuracy, customer service performance, and compliance with department policies and procedures. The role supports Treasury Management training and quality initiatives by helping develop onboarding objectives, creating quality control rubrics and educational materials, and preparing questionnaires to strengthen product and service knowledge. The analyst reviews client onboarding and implementation quality, maintains tracking logs, supports compliant documentation and processes, and collaborates with Treasury leadership to maintain department procedures. The role also provides subject matter expertise to internal bank staff, contributes to special projects, supports team morale and associate development, and continuously builds technical knowledge of Treasury Management products, services, pricing, systems, documentation, and data transmission methods. The position is based in a private office within a heated and cooled facility, with the possibility of working remotely at times. Remote work requires a secure, quiet home office and a reliable private internet connection; travel may be needed for meetings.

Requirements

Bachelor’s degree or equivalent experience.
At least 2 years of banking experience.
At least 2 years of related experience in Treasury Management product support or implementations.
Knowledge of bank operating systems and commercial banking practices.
Knowledge of Treasury Management products, services, procedures, and practices.
Excellent communication skills.
Ability to handle difficult and stressful situations with professional composure.
Analytical skills.
Familiarity with treasury systems and technology.
Strong organizational skills.
Strong knowledge of personal computers, Microsoft Office, and other departmental software.
Strong attention to detail and accuracy.
General banking knowledge.
Ability to effectively access and interpret information on computer screens, documents, and reports, and to communicate and exchange accurate information with teammates and leaders.

Nice To Haves

Experience analyzing commercial relationships, strategic sales planning, and client issue resolution.

Responsibilities

Assess associate demeanor, technical accuracy, customer service performance, and adherence to department policies and procedures through calls and ticket responses.
Assist Treasury Management with creating onboarding training objectives for new team members.
Create and maintain quality control rubrics and educational materials to assess training effectiveness.
Create questionnaires to deepen knowledge of Treasury Management products and services.
Evaluate client interactions through phone and ticket systems.
Create and schedule team-building activities to support team morale.
Encourage support team members to use resources for self-development.
Ensure client Treasury Management documentation and internal processes and procedures comply with regulatory guidelines.
Collaborate with Treasury leadership to maintain department procedures.
Conduct quality reviews of client onboarding and implementation.
Maintain tracking logs for monitored calls and tickets.
Provide subject matter expertise to internal bank staff as required.
Assist with special projects as required.
Participate in professional training and cross-training to update and improve skills.
Develop and maintain technical knowledge of products, services, pricing, service setup documentation, operating systems, and data transmissions, file formats, and protocols used to deliver and support Treasury Management products and services.