AVP, Treasury Management Support Supervisor

The Treasury Management (TM) Support Supervisor will manage a team of Treasury Management Support Associates and Specialists who are responsible for aiding in the customer service function of our Treasury Management customers. This is a working manager position.

TM Support Supervisor provides a full range of professional, technical, product, and general support via email, telephone and in-person interactions to our corporate, small business and personal online banking clients and bank personnel team. They are also responsible for safeguarding the bank by understanding and administering risk assessments and form compliance to reduce reputational and audit deficiencies. Treasury Management Support Supervisor will gather high and low-level client feedback for future system enhancements and sales competitiveness. They play an active role in the efficiency of the department. Works closely with Client Treasury Managers to support their sales efforts as it culminates in implementation and ongoing servicing.

ESSENTIAL DUTIESMaintains strong knowledge and understanding of treasury management-related products, services, and principles including ACH, EFT, Check & ACH Positive Pay, RDC ,Wire transfers and other TM products.Maintains and meets compliance and audit objectives relating to the management and support of treasury clients.Coaches and supports Treasury Management team and oversees their day-to-day work, providing clear and consistent expectations to ensure work is completed accurately and efficiently. Identifies training opportunities to support the team’s ongoing growth and development.Ensures that treasury support team is adequately trained in treasury products, services, and support to ensure high service levels with internal and external clients.Monitors workloads in the department to ensure appropriate distribution and maintains staffing at levels to support treasury client needs.Handles escalated customer service issues to a satisfactory conclusion. This may include resolution with various areas such as operations, product management/development, lenders and the customer.Monitors the follow-up and resolution of problems to ensure timely response and customer satisfaction of the treasury support team.Accountable to identify risk issues associated with Treasury Management products and recommend appropriate risk management strategies to protect the best interests of the bank.Accountable for attaining team key performance measurements as well as the tracking of communication of customer service activities.Uses administrative databases and technology tools to track customer service results. Communicate policies and procedures to team members.Increase the effectiveness of individual Treasury Management Support associates & specialists by providing counseling and advice on complex customer issues, available technology tools, and complex customer implementations and training.Ensures compliance with all state and federal regulations and internal company policies, including but not limited to BSA / Anti-Money Laundering, Fair Lending, Privacy, and Anti-Discrimination, to the extent each applies to current job responsibilities. This includes successfully taking all online compliance training as assigned within specified due dates.Organizes team building exercises and activities.Coordinate and approve scheduled time off requestsPerforms other duties as assigned.

MINIMUM REQUIREMENTS

Basic QualificationsBachelor’s degree, four years of college or equivalentFive to seven years of banking experienceFour to five years of experience in cash management or treasury management fulfillmentFive years or more supervisory experience.Must possess positive and professional customer service and sales skillsStrong computer skills, specifically in Microsoft Windows environmentEffective oral, written and interpersonal communication skills with the ability to apply common sense to carry out instructions, interpret documents, understand procedures, write reports and correspondence, and speak clearly to customers and employeesGood organizational and time management skillsAbility to work with general supervision while performing duties

Preferred Skills/ExperienceBasic knowledge of retail product philosophy, policy, procedures, documentation and systemsAutomated Clearing House (ACH) experience is highly recommended Thorough knowledge of all Business, Commercial Deposit products & Treasury products and servicesProven customer service and interpersonal skillsEffective selling, cross-selling and referral skillsStrong mathematical, problem-solving, and negotiation skillsExercise accuracy, alertness, good judgment, initiative, courtesy, tact and patience in dealing with customers, both internal and external, as well as vendors/suppliers used by the BankAbility to analyze customer credit data and other related financial informationStrong interpersonal and relationship building skillsPrevious experience in a financial sales representative-oriented role