Treasury Management Technical Coordinator

Five Star Bank•City of Rochester, NY

10h•$65,000 - $70,000•Hybrid

About The Position

The Treasury Management Technical Coordinator acts as the technical service expert for commercial customers and internal commercial partners, working in conjunction with Commercial Servicing. They are responsible for resolving customer technical inquiries, providing training, technical consulting and guidance on the banks Digital Banking and Treasury Management (TM) services. The role requires the ability to deliver clear oral or written instruction directly to commercial customers, and a desire to teach and train others. This role will interact with senior leaders and managers for business and commercial customer relationships, and must possess the ability to understand customer needs, identify and resolve inquiries quickly, escalate, and research customer issues appropriately. The role assists in the management and routing of a servicing e-mail box, and phone number. The role requires the ability to navigate across multiple internal computer systems and departments to provide support on customer-facing applications. It requires the desire and ability to understand core TM services and apply that knowledge to provide expert customer support. The role supports TM Sales, Operations, and Product Mgmt. with the technical aspects of selling, supporting, and training on the TM product offering.

Requirements

Bachelor’s Degree in Information Technology, Computer Science, Engineering, Business, or related.
4+ years of Treasury Management or Commercial Banking relationship support in banking or financial services. Equivalent combination of education and relevant experience may be considered in lieu of a degree.
Ability to listen intently, maintain call control, and provide detailed responses to customer questions and inquiries.
Excellent verbal and written communication skills with the ability to speak and write clearly to ensure customers have a clear understanding of the details provided.
Strong customer service skills: clear verbal and written communication, the ability to maintain composure and patience when resolving issues, consistent professionalism, and the ability to interact with customers with positive enthusiasm.
Willingness to continually learn and apply banking concepts when supporting customers and researching issues.
Strong organizational skills to meet established SLA’s, deadlines, track customer inquiries, and provide detail for open customer research requests.
Demonstrated ability to successfully navigate computer systems in a professional setting: email, Microsoft Office, internal applications, and customer-facing applications.
Possesses the ability and desire to train and support customers’ learning of bank products and services.
Ability to independently engage with support partners across the organization to research and resolve open customer requests.
Demonstrated understanding of commercial banking and treasury management concepts and ability to communicate effectively with commercial client finance teams.
A working understanding of bank account types, KYC, compliance, branch operations, and general commercial banking.
Familiarity with TM products and the ability to work effectively with TM teams in sales, product, implementation, and service. Product knowledge should include: On-Line Banking, ACH Origination, ACH Block, ACH EDI Reporting, Positive Pay, Zero Balance Accounts, LOC / INV Sweeps, File Upload, SFTP File Transmission, Wires, and Remote Deposit Capture.

Nice To Haves

CTP or CCM preferred.

Responsibilities

Accept inbound commercial customer phone calls and emails, as well as internal cases using professional customer service, support, and interpersonal training techniques
Provide first call resolution support whenever possible for technical, training, transactional, file-based, or navigational inquiries on commercial customer-facing TM platforms
Assist in onboarding on the technical aspects of TM services and customer-facing treasury platforms, as well as coordinating and conducting customer training and education requests
Identify and escalate issues which require additional support from internal and external partner groups including payment initiation (ACH / WIRE), on-line banking, errors, research, and resolution
Maintain detailed phone call, email, and case logs to ensure customer inquiries are documented and resolved to completion.
Identify opportunities to capture additional TM and commercial service in communication with clients, referring these to the proper departments of the bank.
Serves as a key stakeholder in Treasury Management in the identification and implementation of products for commercial relationships, including participation in development projects
Maintain expertise on internal and customer-facing applications systems requisite for customer support, as well as industry standard file formats and file transfer mechanisms / protocols (SFTP).
Works directly with commercial clients to coordinate senior administrative user onboarding, service implementation, utilization, and ongoing management of TM service delivery.
Form excellent rapport with client financial teams including CFO’s, controllers, and accounting personnel, serving as a primary technical contact for inquiries or issues from commercial customers.
Demonstrate the standards and principles of the Five Star Bank experience in every interaction with internal and external customers, associates, and stakeholders. Incorporate the high-performance behaviors of teamwork, leading by example, and service in every facet of work.

Benefits

Medical, Dental, and Vision Insurance
Health Savings Account
Flexible Spending Account(s)
Company Paid Life Insurance, Long-Term Disability, and Short-Term Disability
Voluntary Offerings: Life, Critical Illness/Specified Disease, Accident, Hospital Indemnity, Legal Insurance & Personal Accident
Tuition Reimbursement
Employee Referral Program
Wellness Reimbursement Program
Star Volunteer Program
Employee Banking and Financial Perks
Flexible Hybrid Work Schedule
Paid Time Off (PTO)
Company Paid Holidays