Treasury Services Support Specialist

F&M Bank•Archbold, OH

About The Position

This position provides an exceptional customer experience for commercial accounts by supporting internal and external Treasury Management calls and emails and helping customers use Treasury Management services. The specialist manages customer issues, addresses technical support needs in a timely manner, works across departments to resolve simple and complex problems, and communicates resolutions to customers. The role also supports the Treasury Management Sales Team. The specialist provides prompt, efficient, accurate, and professional customer service by phone and email, identifies and assesses customer needs, and builds positive client relationships. The position includes setting up and maintaining products and user access, safeguarding credentials and security, supporting Treasury Management products, monitoring ACH files, preparing implementation documentation and reports, and educating others about procedures, processes, and products. This is a non-exempt/hourly role. The employee must comply with applicable bank policies, procedures, and regulatory requirements, including BSA, AML, OFAC, the USA PATRIOT Act, customer identification and due diligence, and suspicious-activity reporting. The position also requires adherence to attendance and break policies.

Requirements

Associate or bachelor’s degree, or an equivalent combination of education and experience, preferred.
1–2 years of experience in Treasury or Commercial Management preferred.
1–2 years of customer service experience preferred.
Valid driver’s license.
Ability to perform the essential duties satisfactorily; reasonable accommodations may be made for individuals with disabilities.
Maintain the job knowledge and technical skills needed for the role.
Manage workload and time effectively, prioritize tasks, develop effective work procedures, and handle information flow.
Comply with applicable bank policies, procedures, and regulatory requirements, including BSA, AML, OFAC, and the USA PATRIOT Act.

Nice To Haves

AAP certification.
Associate or bachelor’s degree, or equivalent education and experience.
1–2 years of Treasury or Commercial Management experience.
1–2 years of customer service experience.

Responsibilities

Provide phone and email support for Business Online and Business Mobile Banking customers and other customer support inquiries.
Support the Bank’s Treasury Management products, including Business Online and Mobile Banking, ACH services, Remote Deposit Capture, Positive Pay, Wire Transfer Service, Bill Pay, Mobile Deposit, Account Analysis, and Commercial Deposits.
Understand product setup requirements and maintain strict security measures.
Create, manage, and maintain client and user credentials according to client authorization documentation.
Identify and assess customer needs and provide prompt, efficient, accurate, and professional service.
Manage customer issues, coordinate across departments to resolve simple and complex problems, and communicate resolutions to customers.
Monitor incoming ACH files to ensure accurate processing.
Prepare documentation and agreements necessary to implement services for new and existing clients.
Work with customers to establish user access and other system setups.
Prepare reports as requested.
Educate others on new procedures, processes, and products.
Support the Treasury Management Sales Team.
Follow applicable bank policies, procedures, and regulatory requirements; complete Currency Transaction Reports accurately when applicable; and adhere to customer identification, due diligence, and suspicious-activity reporting requirements.
Pass required tests for bank policies and regulations applicable to the position.
Adhere to attendance and break policies and communicate anticipated time off or break-time modifications.
Perform other duties as assigned.