Treasury Member Care Specialist II

Towne Family of Companies•Suffolk, VA

About The Position

Primary Purpose: TowneBank is a relationship and friendship driven local bank focused on basic human values that will serve to create a warm sense of belonging and financial well-being among our family of members. We are seeking a Treasury Member Care Specialist II to provide advanced support for Treasury Management products including ACH Origination, Wire Transfers, Account Analysis, Corporate Online Banking (including Bill Pay), Positive Pay, Remote Deposit Capture (RDC), and other Cash Management products. TowneBank members and internal teams will rely upon the Treasury Member Care Specialist II to assist them with in-depth technical and research-related issues pertaining to their financial transactions. The Treasury Member Care Specialist II role is critical to the continued success of the Treasury Team and TowneBank members. Essential Responsibilities: Assist members with more advanced issues concerning the processing of Bill Pay, ACH Origination & Receiving, initiating Wire Transfers, Positive Pay files, Remote Deposit Capture (RDC), including deposit scanners, and other Treasury/Cash Management services. Advanced issues may include NACHA ACH file troubleshooting, token setup, exception decisioning, and diagnosis and resolution of Remote Deposit Capture errors. Provide additional training to members and internal teammates on more technical service issues. May be asked to create and test procedures to guide the team. Provide support to members to resolve connectivity issues between Online Banking and External Reconciliation Platforms (ERP) such as QuickBooks and Quicken, including but not limited to offering instruction on report generation and transaction exports. Fulfillment of maintenance and support requests received through case/ticketing system, including monitoring of the case/ticket system for new requests. Typical requests include agreement updates to add accounts to Business Online Banking, update Online Administrators, enable certain services, and increase/decrease certain service limits. Conduct secondary reviews of certain maintenance updates completed by other Member Care Specialists and Implementation Specialists. Provide general support to business members with Treasury/Cash Management Services via inbound calls and case/ticketing system, when needed. Assists the Treasury Services Implementation team as needed. Stays abreast of system functionality as enhancements/releases are deployed. May monitor issues and suggest necessary changes post deployment, as well as assist in the documentation of updated processes and procedures. Escalate issues to Team Leads and/or Managers, when necessary. Work with vendors when system issues arise. Performs other duties and departmental functions as assigned. Adheres to applicable federal laws, rules, and regulations including those related to Anti-Money Laundering (AML) and the Bank Secrecy Act (BSA).

Requirements

At least 2 years of previous banking experience and with knowledge of Treasury/Cash Management products, services, and software, including but not limited to Online Banking platforms, ACH Origination and Receiving, Wire Origination, Positive Pay (ACH, Check), Bill Payment, Remote Deposit Capture, ERPs such as QuickBooks and Quicken, and Cash Management/Sweeps (Excess, Deficit, Zero Balance, Insured Cash).
2-3 years of experience in Call Centers/Customer Service environments, preferably in a financial services industry.
Excellent verbal and written communication skills; demonstrated ability to communicate with others professionally and tactfully, presenting information clearly and effectively.
Ability to troubleshoot issues politely, patiently, and thoroughly with members, primarily via phone conversation.
Intermediate-level proficiency with Microsoft Office Suite.
Must have technical aptitude to learn, understand, troubleshoot, and navigate through multiple platforms, including but not limited to software installations, driver downloads, Treasury/Cash Management product software, and other bank systems.
Strong time management, problem-solving skills and organizational skills.
Accurate and detail-oriented, able to multi-task and prioritize using strong time management skills.
Demonstrate ability to learn new systems and applications, as well as the ability to understand, adapt and adjust responsibilities/workflows as a result of system upgrades.
Ability to work independently as well as in team environments with good interpersonal skills.

Nice To Haves

3 or more years of previous banking experience and with knowledge of Treasury/Cash Management products, services, and software noted above with growing levels of responsibility.
4 or more years of experience in Call Centers/Customer Service environments, preferably in a financial services industry.
Experience with FIS Platforms preferable

Responsibilities

Assist members with more advanced issues concerning the processing of Bill Pay, ACH Origination & Receiving, initiating Wire Transfers, Positive Pay files, Remote Deposit Capture (RDC), including deposit scanners, and other Treasury/Cash Management services.
Provide additional training to members and internal teammates on more technical service issues.
Provide support to members to resolve connectivity issues between Online Banking and External Reconciliation Platforms (ERP) such as QuickBooks and Quicken, including but not limited to offering instruction on report generation and transaction exports.
Fulfillment of maintenance and support requests received through case/ticketing system, including monitoring of the case/ticket system for new requests.
Conduct secondary reviews of certain maintenance updates completed by other Member Care Specialists and Implementation Specialists.
Provide general support to business members with Treasury/Cash Management Services via inbound calls and case/ticketing system, when needed.
Assists the Treasury Services Implementation team as needed.
Stays abreast of system functionality as enhancements/releases are deployed.
Escalate issues to Team Leads and/or Managers, when necessary.
Work with vendors when system issues arise.
Performs other duties and departmental functions as assigned.
Adheres to applicable federal laws, rules, and regulations including those related to Anti-Money Laundering (AML) and the Bank Secrecy Act (BSA).