Responsible for first line assisting of external and internal clients with Commercial Banking & Treasury Management (CBTM) products and services related inquiries. Responsible for leading projects related to CBTM products & services, on boarding new online banking clients, providing remote technical assistance to clients, monitoring system performance, reporting, data analytics, client outreach and client training.
ESSENTIAL FUNCTIONS
Customer Service Support (30%)Handle in-bound customer servic... more detailse inquiries, training and support requests pertaining to Treasury Management & Internet Banking products and services, while ensuring customer service quality. Trouble-shoot customer online banking account issues pertaining to Treasury Management & Internet Banking products and services. Timely responses and dedicated support for all incoming communications via phone, fax, email and online. Provide remote technical assistance to clients. Implementation and On-Boarding Support (40%)Complete new client setup and/or deletion requests and client training in all related to Treasury Management products and services. Serves as a subject matter expert on system capabilities, client onboarding process & worksheets and bank agreements related to Treasury Management services.- Reviews and ensures the completeness and accuracy of signed customer agreements, maintenance requests and cancelation forms. Assists with completion of daily and monthly tasks that support the Internet Banking and Treasury Management functions. Monitor product vendor communications on system enhancements, scheduled maintenance, added features and functionality. Assist in fulfilling the department's audit requirements and ensure the implementation and completion of agreed audit recommendations. Assist with project coordination (internal or with third party technology vendors). Sales Support (30%)Works with sales and lending team officers, branch staff, marketing and other departments in support customer inquiries. Provide support to sales officers in creating pro-forma reports to on-board potential clients. Provide support to department employees in all areas of Electronic Banking and Treasury Management products and services. Maintain relevant working knowledge of industry practices pertaining to the full suite of products and services offered. OTHER
RESPONSIBILITIES
Perform other duties as assigned. Responsible for adherence to all compliance programs, including but not limited to, completion of all required and assigned training modules by established due dates. Understand and comply with requirements of all laws and regulations applicable to the position. Education, Experience and Skills Required:Bachelor's degree or equivalent experience 2 years of Electronic Banking, Banking Operations, or equivalent experience. Extensive knowledge of information technology, operating procedures, and systems. Excellent mathematical, computer, analytical, and problem-solving skills. Strong analytical ability to use logic and reasoning to solve problems.- Excellent customer service and phone etiquette.- Strong written and verbal communication skills.- Willingness to adapt to change and the ability to learn quickly.- Strong technical and organizational skills to support the full suite of products and services.- The ability to manage workflow and complete projects within the allotted timeframes.- Excellent attention to detail and accuracy.- Ability to take ownership of client requests and provide excellent customer service.- Ability to work independently yet closely with other staff.- Working knowledge of Microsoft Office Programs (Word, Excel, PowerPoint, and Outlook). Mandarin Speaking Preferred PHYSICAL DEMANDS:Minimum mobility to work in an office setting; sit for prolonged period of times; operate office equipment including use of a computer keyboard; and reach with hands and arms. Employees are occasionally required to walk and stand and lift and move records and documents weighing 30 pounds or less. COMMUNICATION DEMANDS:Attention to detail, strong organizational, communication, interpersonal, self-motivated, and analytical skills, ability to interact with all levels of management and staff.
WORK ENVIRONMENT
Standard office environment. Noise level in work environment is usually average. Hear in the normal audio range with or without correction. Specific vision abilities required by this job include close vision and the ability to adjust focus. Travel is required. Compensation. The base pay range for this position is USD $21/ Hour- USD $28/ Hour plus full benefits. Exact offer will be determined based on job-related knowledge, skills, experience, and location.
