Treasury Management Support

Merchants Bank•Winona, MN

About The Position

Merchants Bank is seeking an individual to join its Treasury Management Support department in Winona. This highly responsible position supports Treasury Management customers and the Treasury Management Consultant team with sales group service, processing, and operational duties. It provides customer service to business customers during product enrollment and setup, ongoing maintenance, and in response to questions. The role involves daily customer contact, primarily by telephone and computer, as well as monitoring customer feedback, conducting research, preparing reports, coordinating mailings, and supporting policies and procedures. The position serves as the business owner for Treasury Management software products and works with vendors and internal teams on product support, enhancements, conversions, upgrades, software selection, due diligence, acquisitions, and risk assessments. It also performs operational activities involving Commercial Center, Positive Pay, ACH, Fed EDI, Remote Deposit Capture (RDC), and related products. Regular, dependable attendance is essential. The employee is expected to contribute to a positive work environment, provide outstanding service to internal and external customers, and complete compliance and product knowledge assignments on time. Other duties may be assigned as business needs require. The work environment involves little or no discomfort from environmental factors, with some exposure to mental and visual fatigue from researching complex systems issues.

Requirements

Knowledge of banking systems, products, and services.
Ability to learn multiple systems and become strong in all Treasury Management areas.
Excellent interpersonal skills, including strong verbal and written communication skills.
Ability to communicate using telephone and computer.
Solid analytical, organizational, problem-solving, and decision-making skills.
Customer relations skills, including responding sensitively and urgently to customer needs and requests.
Proficient knowledge of personal computers, applications, and technology related to Treasury Management systems.
Strong planning ability and attention to detail.
Ability to work in a self-directed manner and manage various duties with interruptions.
Regular and dependable attendance.

Nice To Haves

Treasury Management experience.
Call center experience.
Self-motivation and ability to work well both independently and as part of a team.
Personable manner and ability to interact well with customers and coworkers.
Patience and common sense.

Responsibilities

Monitor customer feedback and suggest improvements to management.
Research Treasury Management issues for customers as needed.
Work with vendors on Treasury Management products, customer support, and system enhancements.
Attend meetings as required.
Assist with conversions and upgrades.
Assist with software selection and due diligence for Treasury Management products.
Serve as the business owner for Treasury Management software products.
Assist with bank acquisitions.
Prepare requested reports for management or the consultant team.
Help create policies and procedures for Treasury Management Operations.
Conduct enrollments and maintenance for Commercial Center applications.
Respond to customer questions through various forms of communication in a timely manner.
Review reports daily and make necessary entries.
Set up Positive Pay, ACH Blocks/Filters, Fed EDI, Remote Deposit Capture, ACH, and RPA; support customers and provide notifications as applicable.
Prepare special mailings of Analysis Statements and handle end-of-month charges billing and posting.
Process ACH returns and NOCs.
Maintain the Treasury Management database as requested by the consultant team.
Track Remote Deposit Capture over-limits and complete quarterly RDC management and user access/status reports.
Manage RDC scanner inventory licenses and invoicing for customers and the bank.
Conduct an annual database scan and update.
Coordinate annual ACH and RDC compliance mailings.
Maintain master customer agreements and updates.
Coordinate audits and respond to audit findings related to Treasury Management operations.
Research ACH items requiring special attention and follow up with banks on returns, including necessary research and paperwork.
Assist with risk assessments for new products.
Complete training as required for the position.
Perform other business customer Treasury Management activities as needed.
Maintain dependable attendance, contribute to a positive working environment, greet customers in a friendly manner, provide outstanding service, and complete compliance and product knowledge assignments on time.