Serves as a single point of contact to the Corporate Treasury Services customers by providing professional, courteous, and efficient customer support. Provides problem resolution to both internal and external customers in support of customer onboarding, retention, satisfaction, and profitability objectives for the department.
CTS Product Knowledge:
Develop and maintain a basic level of understanding of Treasury Services solutions and their value to the customer.
Review and maintain understanding of and adherence to policies, workflow processes, products, services and solutions introduced during the training period and on-going work. Complete all assigned formal and on the job training required to achieve and maintain the competency of the role.
Engage in continuous learning of all department new and existing products/services, to the extent that doing so ensures an adequate level of responsiveness to all customer request/inquiries.
Respond to customer support requests and communicate information, and resolve service issues in a timely manner.
Respond to service requests and customer inquiries via telephone and email and own the problem resolution with a sense of urgency on behalf of all customer requests received including serving as the coordination point for other areas in the bank to resolve issues quickly.
Research and resolve customer issues within 24 hours, and communicate proactively if research requests will require additional time.
Respond to customer within 2 hours to communicate a plan of resolution and expected completion time.
Ensure issues are escalated accurately to appropriate internal departments and management, and take ownership of the issue on behalf of the customer.
Provide feedback to management regarding necessary changes and updates; including processes, functionality, and customer service issues.
Document all communication with customers accurately and in a timely manner via system tools.
Complete special projects assigned by management by given deadline.
Identify potential opportunities to cross-sell Treasury Services and First National Bank products and services.
New products/requests to the relationship requested by the customer will be referred to the appropriate sales representative.
Assist Sales Representatives in the Boarding and Implementation of products to new and existing Corporate Treasury Services customers.
Cross Functional Working Relationships (CFWR):
Establish effective working relationships with partners (Operations, Legal, Sales, Product, Compliance, etc.) within the organization to ensure excellent information flow and feedback on process, policy, and product changes that will affect users.
Own every interaction with your customers, and help the team members resolve issues in order to meet deadlines even if the customer relationship is not assigned to a specific account manager.
Own all emails and calls that come into the group line and box so that all issues are responded to before the end of day.
Contribute to a positive work environment including offering assistance without being asked and asking for help when needed. Everyone on the team is responsible for making the environment a cohesive, excellent, caring, and responsive team.
Take responsibility and control for learning everything you are required to know. This includes taking proactive action to keep up with any changes that may occur.
Understand and comply with bank policy, laws, regulations, and the bank’s BSA/AML Program, as applicable to your job duties.
Complete compliance training by or before the due date and adhere to internal procedures and controls, as required.
Report any known violations of compliance policy, laws, or regulations.
Report any suspicious customer and/or account activity.
If applicable, ensure direct reports meet the above requirements and take action to address employee performance issues.
Knowledge, Skills, Education and Experience:
High School diploma or equivalent
Minimum of at least 2 years of demonstrated customer service skills
Excellent oral and written communication skills
Ability to exercise independent judgment within established policies and guidelines and provides appropriate customer solutions
Must be quality and detailed oriented, yet understand the level of detail appropriate for the situation
Ability to work independently in a diverse fast-paced work environment
Ability to communicate effectively via telephone by utilizing active listening and clearly speaking to the customer
Ability to communicate effectively via email transmission by utilizing proper grammar and punctuation skills
Critical thinking skills are required to effectively troubleshoot system issues on behalf of a customer.
Basic to intermediate understanding of operating systems, web browsers, and internet settings.
Understanding and working knowledge of Cash Management field
Microsoft Suite of Products