Treasury Mgmt Client Care Specialist III

Orrstown Bank•Harrisburg, PA

7h•Onsite

About The Position

The Treasury Management Client Care Specialist III is responsible for maintaining a high level of expertise in products and services offered to commercial clients. This role involves providing professional, courteous, and efficient service to Treasury Management (TM) clients via phone and email, assisting TM sales staff with client service maintenance, and supporting the TM Implementation team with new client setups and maintenance. The specialist serves as tier-two support for client issue troubleshooting, assists with testing system technology upgrades and patches, and performs functions to support client retention and satisfaction. Key duties also include assisting with the establishment and maintenance of business clients’ online banking, contributing to department projects, and acting as a liaison between Electronic Banking, TM clients, and team members.

Requirements

Minimum of four (4) years of experience working directly with business customers in new products and services implementation, servicing existing customers and supporting sales consultants (in lieu of a degree).
Minimum two (2) years of experience working directly with commercial clients in TM new product and services implementation, servicing existing clients and supporting TM sales consultants.
Ability to assist Treasury Management Product owner with testing activities, research, and coordination for Operational Readiness for new product and/or enhanced product rollouts.
Demonstrate high-performing, multi-tasking ability and comfort in changing task focus on a regular basis as directed by management.
Excellent verbal and written communication, analytical, computer, troubleshooting, problem resolution and interpersonal relations skills.
Solid working knowledge of TM products and services to include implementation support, servicing and client support assistance.
Meet qualifications, and successful performance of essential duties, of a Business Solutions Specialist II.
Proactively prepares and actively participates in ongoing, candid, constructive monthly Coaching sessions with supervisor.
Seeks advancement into challenging and developmental roles and assignments.
Sets and meets clear, measurable goals.
Demonstrates the ability to effectively communicate with all employees and clients, regardless of level.
Communicates clearly, concisely, with candor and confidence.
Writes, speaks and listens to disseminate and receive information effectively and accurately.
Seeks to understand the viewpoints of others.
Keeps others informed in a timely manner.
Anticipates and identifies internal and external client needs.
Takes action to meet and, where possible, exceed client expectations.
Plans and organizes work effectively to facilitate responsiveness to client and meet deadlines.
Demonstrates sound reasoning and well-balanced thinking.
Balances the need for action with the need for analysis.
Incorporates strategic thinking skills into practice by examining facts.
Shows an ability to problem solve complex issues.
Probes beyond symptoms to determine the underlying cause.
Learns from and accepts responsibility from mistakes.
Demonstrates the ability to enhance the department and Orrstown Banks development through participation.
Holds self and others accountable for exceeding departmental and corporate goals.
Develops strong working relationships throughout the organization.
Appropriately voices opinions, even if they are contrary to the consensus of the team.
Initiates and develops positive working relationships with others in a way that builds bridges across boundaries and breaks down silos.
Relates to others in an open and accepting manner that creates trust, respect and a collaborative environment.

Nice To Haves

Bachelor’s degree in related field.
Minimum one (1) year of experience in a Bank Operations client call center environment.

Responsibilities

Assist with TM client calls, emails/chats/secure messages, and partner with appropriate Orrstown stakeholders to resolve issues, provide support for client issues and open service cases with a third-party vendor to find solutions; utilize independent judgment in handling client issues and concerns escalating to management when necessary.
Assist Implementation Team in onboarding and servicing existing and new clients including, but not limited to, creating TM documentation, obtaining appropriate client signatures, and processing client maintenance requests in a timely fashion.
Assist with any maintenance or set-ups for account analysis fees.
Complete annual reviews as set forth by the procedures and policies.
Quality Control set-ups and maintenance requests.
Daily review of audit logs.
Serve in a role of reviewing, testing and documenting test plans for software updates, releases and service packs; provide key support to Treasury Management Implementation team for implementation of new products and services according to proposed terms and system requirements. Assist with department projects as directed.
Serves as a subject matter expert and is readily available to train and provide assistance to Treasury Management Client Care Specialist I’s and II’s.
Provide input on TM policies, procedures, risk assessments, audits, compliance, business continuity and budgeting; liaise with internal and external auditors to ensure annual audits, risk assessments, policies and procedures are current and maintained.
Coordinate specific work tasks with personnel from applicable departments to ensure the smooth and efficient flow of information; report pertinent information to immediate supervisor; compile information as necessary or directed and provide data to appropriate Bank personnel; respond to inquiries relating to the particular area and requests from clients, other Bank personnel, etc., within given time frames and established policy.
Attend regularly scheduled coaching and counseling sessions held by supervisor to achieve the outcome of improved communication, action plan development, positive feedback and performance improvement.
Abide by the current laws and organizational policies and procedures designed and implemented to promote an environment that is free of sexual harassment and other forms of illegal discriminatory behavior in the work place; support risk management practices and overall safety and soundness and the Bank’s compliance with all regulatory requirements. Ensure that the department and all personnel adhere to the same; perform tasks that are supportive in nature to the essential functions of the job which may be altered or redesigned depending on individual circumstances.