Treasury Support Escalation Specialist

First Interstate•Billings, MT

1d•Onsite

About The Position

The Treasury Support Escalation Specialist serves as the final escalation point for support cases, working directly with the customer and the account Treasury Officer to identify timely resolutions and mitigate risks that may impact customer satisfaction. This position is critical in delivering a high‑touch experience during moments of friction and ensuring a proactive, solution‑oriented approach to resolution across the customer journey.

Requirements

Advanced technical knowledge of Treasury products and how they interact with various software systems.
Strong analytical, critical thinking, and problem‑solving skills.
Ability to articulate solutions clearly to non‑technical users.
Ability to make outbound calls to customers or potential customers and provide effective conflict resolution.
Ability to communicate technical concepts in a clear and understandable way to non‑technical users.
Experience with troubleshooting processes and escalation workflows.
Ability to work independently and manage multiple priorities effectively.
High School Diploma or General Education Degree (GED) required
4-6 years experience in Treasury, Operations, IT, and/or conflict resolution required

Nice To Haves

Associate's Degree preferred

Responsibilities

Serves as the primary escalation contact for unresolved or complex Treasury support issues.
Troubleshoots and resolves advanced technical and operational problems related to Treasury services.
Collaborates with Treasury Delivery, Relationship Managers, and IT teams to identify root causes and implement effective solutions.
Documents resolution steps and contributes to the knowledge base and training materials for all of Treasury Solutions.
Monitors escalated queues and escalates issues internally when needed.
Participates in system testing, upgrades, and implementations as a subject matter expert (SME).
Provides feedback to management on recurring issues and recommends process improvement opportunities.
Maintains strong working relationships with internal system administrators.
Ensures compliance with internal policies and regulatory requirements during issue handling.
Leads customer conversations by proactively contacting customers to resolve issues.