Treasury Management Support (TMS) Specialist

Richwood Bank•Richwood, OH

9d•Onsite

About The Position

At Richwood Bank, our purpose is to inspire, protect, and celebrate anything that makes communities thrive. We have flipped the switch on traditional banking, yet we have always aimed to provide the very best customer experience, contribute to the greater good of our local communities, and make every effort to be the best employer in the area with a company culture that works hard to develop, recognize, and award its team members. Richwood Bank has a comprehensive benefits package for full-time employees including, but not limited to, medical and wellness program, dental, vision, employee assistance plan, life insurance and supplemental short-term disability. Full time and part time employees have access to a 401(k) plan, an enhanced Wellness program, tuition reimbursement, and tons of professional development opportunities! The Treasury Management Support (TMS) Specialist is responsible for providing a high-level of client support with back-office knowledge of all Treasury Management products and services. The TMS Specialist demonstrates strong customer service skills and assists business clients with TM products and services including but not limited to Business Online Banking, Bill Pay, Digital Deposit, ACH, Online Wires, Positive Pay, and Merchant Services. The TMS Specialist is responsible for possessing in-depth knowledge required to support the set-up, implementation, training, and on-going maintenance of TM services of new and existing clients. Richwood Bank prides itself on a unique culture and all team members should be active and engaged participants.

Requirements

Exceptional Customer Service Skills.
Effective Communication Skills.
Strong understanding of treasury products such as but not limited to ACH, wires, Positive Pay, lockbox, Digital Deposit, and fraud prevention services.
Knowledge of regulatory requirements related to treasury management services.
Ability to work cross-functionally with sales, operations, compliance, and technology teams.
Strong critical thinking and problem-solving skills.
Ability to prioritize and make on-the-spot decisions regarding customer transactions, weighing customer satisfaction issues with bank exposure to loss or fraud.
Work well under pressure and in a fast-paced environment.
High School Diploma or GED required
Microsoft Suite Experience required
1 year of banking required

Nice To Haves

college preferred
Jack Henry SilverLake Experience preferred
NACHA Experience preferred

Responsibilities

Provide premier level of support and service resolution to Richwood Bank current and prospective Treasury and Merchant Services clients.
Deliver an outstanding client experience by responding quickly to client requests and ensuring follow-up and escalation of client needs.
Maintain an in-depth knowledge of all Treasury Management and Richwood Bank products and services.
Display strong communications skills, knowledge, proficiency and professionalism in explaining and administering products/services.
Assist business online banking customers with password resets and general online banking questions.
Manage and ensure daily processes for Positive Pay, ACH, Digital Deposit and Wires are completed timely and accurately.
Lead the onboarding process for treasury management customers, monitoring all incoming referrals and ensuring efficient implementation of services such as ACH, wires, digital deposit, positive pay, and merchant services.
Complete all incoming maintenance requests from customers related to their online banking profiles and logins, including but not limited to adding/removing accounts, user access changes, and contact information updates.
Occasionally attend sales appointments to assist with and closely establish implementation/support relationship as it relates to Treasury Management services.
Conduct client training (in person, via telephone, or video call) to demonstrate how to use all Treasury Management products and related systems.
Provide maintenance and troubleshooting support for all client digital deposit machines.
Assist the TMS Manager with miscellaneous office support as needed.
Coordinate with internal teams (operations, credit/underwriting, compliance, and IT) to ensure smooth execution of client implementations and back-end processes.
Responsible for being familiar with all compliance regulations and policies that are applicable to this position and follow and ensure compliance with these regulations and policies.
Resolve Treasury Management issues internally as well as working with Online Banking Manager and third-party vendors to resolve customer issues relating to products/services.
Assist the TMS Manager with completing monthly, quarterly and annual risk reviews and audits.
Deliver training and educational materials for internal employees on treasury products and best practices.