Job Description

Common Titles:

• Treasury Servicing

• Treasury Management Operations

• Cash Management Operations

• Cash Management Servicing

• 3-5+ years experience

• MUST have experience with FTP file transfers

• SWIFT processing banking system

• Supporting complex treasury clients and initiatives

• When customers/clients call, must be able to walk them through their needs within the below services:

o Business online bank portal

o Setting up a new user

o Login assistance

o Setting up a payment template

o Assistance with administrator

o RDC (remote deposit capture)

o ACH origination

o Online wire transfer

o Positive pay – this is when payments are flagged, and they call in so they can get payments approved

o Various suite products (ZBAs)

-The Treasury Support team currently consists of ten associates specializing in client servicing (as will be the case with the requested CWs) or the implementation of Treasury Services to include providing client training.

-What would "a day in the life” of this role look like?:

The requested CWs will primarily provide telephone and email-based support to Treasury Services clients. The support provided will be assisting clients with everything from login issues to the use of services operationally. Also included could be project participation in capacities similar to everyday job functions.

-What would you say is the top priority for the worker over the first few weeks/months?: Learning our systems – IBS, BST, DLM, CST, etc., learning products and services offered, learning workflows, learning support processes.

-What do you foresee being the biggest challenge in this role?

Learning new systems, products, workflows, and requirements requires time. We currently have no formal training program, and associates in Irvine are of limited tenure. Some diligence and self-study is required thus the required advanced skills.

Top 3 Must-Haves (Hard and/or Soft Skills):

1. Advanced general knowledge of Treasury Management services, applications, and products (e.g. ACH Origination, Online Wire Transfers, Positive Pay, Sweeps, ZBAs, Business Online Banking portals, etc.)

2. Knowledge of Deposit Operations processes and procedures related to Treasury Management products and services

3. Client-facing experience resolving complex requests and escalations related to the services described above.

-Top 3 Nice-To-Haves (Hard and/or Soft Skills)

1. Experience FIS TM systems including D1 Business, IBS, DirectLink Merchant, and others.

2. Experience with SFTP file transfers and Treasury Management payment file processing requirements.

3. Experience implementing Treasury Management products and services.

The Senior Treasury Management Operations Support Specialist supports clients and to assists more junior-level associates with resolving more complex issues and concerns related to their enrolled Treasury Management products and services in a manner that exceeds client expectations. This position is also responsible for performing associated job duties to escalate client requests, complaints, and suggested service modifications, and to document client interactions as required by related procedures.

Key Responsibilities and Duties

• Possesses functional operating knowledge of all current Treasury Management product and service features and functionality. Uses sound judgement to respond to client inquiries and issues timely and accurately.

• Monitors relevant team tracking and processing logs to ensure accuracy and procedural compliance.

• Provides advanced system, application, product, service, and procedural training to new or less experienced Treasury Management Support associates.

• Uses knowledge of general Business and Commercial Banking operational processes to resolve unusual client and/or bank issues and concerns for which there is no specific documented solution.

• Understands, assesses, and resolves client inquiries and concerns related to product and service pricing schedules, structures, and methodologies. Explains fees, earnings credits, compensating balances, and account analysis system functionality to both internal and external clients.

• Maintains a thorough working knowledge of business account types so as to refer Treasury Management products and services, pricing, and billing methodologies to properly assess and respond to related client inquiries.

• Ensures client requests and service modifications are documented thoroughly and accurately and presented to relevant associates and/or teams for further review and processing to ensure SLAs are met.

• Assists clients as needed with general banking requests as documented in applicable procedures.

• Ensures client complaints are documented accurately and resolved within required SLAs.

• Adheres to all documented Treasury Management Operations Support Team policies and procedures and comply all applicable banking laws, rules, and regulations to ensure all legal, risk, and compliance concerns are addressed.

Preferred Qualifications

• Advanced knowledge of Treasury Management systems, applications, and products (E.g. ACH Origination, Online Wire Transfers, Positive Pay, Sweeps, ZBAs, Business Online Banking portals)

• Client-facing experience resolving complex requests and escalations like phone support for advanced Business Online Banking portal functionality

• Experience with SFTP file transfers and Treasury Management payment file processing requirements

• Experience implementing Treasury Management products and services

• Knowledge of Deposit Operations processes and procedures related to Treasury Management products and services

Hybrid work is a minimum of four days a week, one flexible day for remote work.

Educational Requirements

• Vocational and/or Technical Education Preferred

Work Experience

• 3+ Years Required; 5+ Years Preferred

Physical Requirements

• Physical Requirements: Sedentary Work

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