Treasury Management Client Support Administrator (CSA) in Longview Oak Forest

ESSENTIAL DUTIES AND RESPONSIBILITIES: 

Includes the following: Other duties may be assigned.

• Serve as the first/primary point-of-contact to TM clients, providing overall relationship support by answering incoming phone calls and email requests related to TM and deposit services.
• Develop strong relationship rapport with TM Clients.
• Maintain start-to-finish ownership of research requests and other inquiries from clients, coordinating resolution resources with other departments, and delivering resolution to clients in a timely and professional manner.
• Conduct call-back and other authentication and security procedures to validate client requests as genuine.
• Enforce and execute fraud and other risk mitigation procedures.
• Maintain awareness of fraud and other threats and risks to client and Bank resources and assets.
• Facilitate client support vis-a-vis 3^rd party service providers such as merchant services, card services, etc.
• Follow established TM Department and Bank policies, procedures, and objectives, particularly in regard to audit and quality controls, fraud prevention, and compliance with applicable banking regulations.
• Perform account maintenance to keep systems and client information current and mitigate audit risk.
• Perform assigned secondary/next day edit functions.
• Verify and maintain client related documentation.
• Provide ancillary support to TM related Bookkeeping, EFT, and Accounting functions.
• Assist in the development and maintenance of departmental procedures.
• Maintain positive, professional attitude.
• Develop strong rapport with other areas of the Bank and Relationship Officers and TMOs.

SECONDARY FUNCTIONS:

• Maintain current filing for personal and client files, and a neat and orderly work area.
• Maintain orderly records of daily activities.
• Support TM Departmental metrics reporting.
• Seek solutions to TM challenges.
• Identify potential cross-sell opportunities.
• Perform other duties and special projects as assigned. 

PHYSICAL DEMANDS:

• Physical requirements for this position are modest and reflective of a typical office environment.
• Occupational requirements include the ability to see, hear, and speak clearly and distinctly.
• Requirements are high for meeting deadlines, frequent interruptions, and telephone and email activity.
• Travel is generally limited to occasional client site visits.
• Must be able to work at a computer for extended periods of time.
• Mental activity required is high for reasoning, remembering, reading, writing and speaking.

SUPERVISION RECEIVED:

The TM CSA reports directly to the VP of TM Operations.

SUPERVISION EXERCISED:

None.

PERFORMANCE REQUIREMENTS, KNOWLEDGE, SKILLS AND ABILITIES:

• Proven strong customer service orientation and excellent customer service, communication, technical, and team skills.
• Intermediate to advanced knowledge of banking and bank operations, including rules, regulations, compliance standards, audit requirements, and other banking related standards.
• Beginner to intermediate knowledge of TM.
• Excellent organizational and time management skills to maintain daily workflows, with the ability to prioritize workload and multi-task in a fast pace environment while maintaining accuracy and attention to detail.
• Read and comprehend at a level sufficient to resolve daily operational issues in a timely and professional manner.
• Ability to recognize workflow patterns and offer input regarding opportunities to improve processes and procedures. 
• Problem assessment and solving skills to identify solutions to TM issues and unique client needs.
• Ownership skills to follow up and follow through on requests in a timely and professional manner.
• Human relations and communication skills to interact effectively with clients, management, and other employees.
• Knowledge of and ability to operate computer programs and technology essentials to the position including Microsoft Office Suite (Outlook, Excel, and Word).
• Spanish speaking ability is preferred but not required.
• Knowledge of the following Fiserv products is preferred but not required: Access Manager, Navigator, Director, and Business Online.

EXPERIENCE:

• Two to three years of experience in a customer service oriented role is required.
• One to two years of bank experience is required.
• Basic understanding of TM and/or bank operations is strongly preferred.

EDUCATION:

• High School Diploma (or GED or High School Equivalence Certificate) is required.
• Associates degree or equivalent in Business or a related field is preferred.
• Minimum of 3-6 financial accounting hours or equivalent experience is strongly preferred.

The above statements are intended to describe the general nature and level of work being performed.  They are not intended to be construed as an exhaustive list of all essential duties, responsibilities and requirements of personnel.