Job ID: 18006227 Company Name: TIAA Bank Description:
The Business Banking Center Support Group is a team of associates responsible for implementing and supporting the TIAA Bank suite of business products for clients within the TIAA Bank enterprise. The primary responsibility of the Business Support Relationship Specialist is to accurately discern each client's Treasury Management needs (via interviews, transaction history, and modeling tools) and advise them as to the features and benefits of each product and/or service, prepare and track all necessary approval documentation, facilitate an error free and on-time implementation, and properly train the client to effectively utilize each service. The Business Support Relationship Specialist is also responsible for providing each client with ongoing support of all EverBank products and services in a manner that exceeds client expectations.
Establish and maintain business relationships by evaluating client needs and recommending the appropriate Treasury Management products and/or services. Client interaction will primarily be via the telephone, email, and chat, but some face-to-face client interaction may be occasionally required.
Maintain expertise on all current TIAA Bank Treasury Management product and service features, functionality, and pricing such that all related client inquiries and reported issues can be responded-to quickly and accurately.
Maintain expertise on the system functionality of all current TIAA BankTreasury Management and related applications so that client inquiries and reported issues can be responded-to quickly and accurately.
Facilitate the timely and accurate implementation and delivery of Treasury Management products and services by proactively interfacing and coordinating with the appropriate business units.
Understand and be able to explain the TIAA Bank service charge structure and methodologies including account analysis. Be able to explain fees, earnings credits, compensating balances, and account analysis system functionality to both internal and external clients.
Maintain a thorough working knowledge of all TIAA Bank business account types so as to be able to combine this knowledge with that of Treasury Management products and/or services in order to to properly assess client needs and discern where currently-enrolled products and services should be modified for the benefit of the client.
Assist clients and TIAA Bank business units with complicated support issues in such a manner as to provide an exceptional client experience.
Participate regularly in employee development/training opportunties including technical, sales and product knowledge training, improved client service skills, and training related to regulatory and compliance topics.
Comply with all appropriate banking regulations and all EverBank policies and procedures including those regarding bank security and the code of conduct.
KNOWLEDGE, SKILLS, AND ABILITIES REQUIREMENTS
Ability to work both independently and in a collaborative manner with diverse work teams.
Ability to use sound judgment to quickly discern potential fraudulent requests for information and/or transactional assistance and escalate appropriately as needed.
Proven ability to meet individual objectives and team goals.
Strong organizational, time management and multi-tasking skills.
Strong ability to independently prioritize and complete daily job functions to include client support issues, implementations, client training sessions, etc.
Well-developed ability to think intuitively relating seemingly-unrelated items and client issues together.
Proven ability to meet specific production and/or implementation timeframes while adhering to established EverBank policies and procedures.
Strong communications skills with a focus on the client.
Well-developed interpersonal skills and the ability to work with and adapt to a diverse range of clients, employees and situations.
Ability to take ownership of tasks and/or reported client issues such that a resolution is attained in a timely and accurate manner.
Ability to make sound decisions while being able to balance providing superior client support with the requirement to also adhere to EverBank's Risk Management policies and procedures.
Strong PC skills to include Windows, Explorer, Chrome, etc.
Knowledge of Remote Deposit Capture (RDC) check scanning devices a plus.
TRAINING AND EXPERIENCE
High school diploma required; Bachelor's Degree preferred.
Minimum 3 years' of business banking support experience to include treasury management (i.e. cash management/electronic banking operations) or treasury implementations with client training required.
Minimum 3 years' of client issue resolution via telephone required.
Minimum 3 years' of experience supporting treasury management applications to include online banking, remote deposit capture, automated clearinghouse (ACH), wire transfers, positive pay, electronic bill pay, zero balance accounts (ZBAs), sweeps, lockbox, and other treasury management application functionality and processes.
Experience with treasury management online banking security processes and procedures required.
FIS systems experience preferred.
Extensive knowledge of banking policies and procedures a plus.
Pre-Employment Screening May Include:
Criminal Background Check
Past Employment Verification
Social Security Verification
Note: The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all duties, responsibilities, and skills required of personnel so classified, and they may change at any time.
TIAA, FSB is an equal opportunity employer. No associate or applicant for employment will be discriminated against on the basis of race, creed, ethnicity, color, age, religion, sex, sex stereotype, pregnancy (including childbirth, breastfeeding or related medical conditions where applicable), sexual orientation, gender, gender identity, gender expression, transgender, marital status, national origin, ancestry, physical or mental disability, requesting a reasonable accommodation based on mental or physical disability, medical condition (as defined by applicable law), genetic history and information, citizenship status, military or veteran status, or any other status protected by federal, state, or local law or ordinance or regulation.
TIAA, FSB is not seeking assistance or accepting unsolicited resumes from search firms for employment or contractor opportunities. Regardless of past practice, all resumes submitted by search firms to any employee at TIAA, FSB via e-mail, the Internet, or directly to hiring managers at TIAA, FSB in any form without valid written search agreements executed by the VP, Talent Acquisition for that specific position will be deemed the sole property of TIAA, FSB, and no fee will be paid in the event the candidate is hired by TIAA, FSB as a result of the referral or through other means.
TIAA, FSB will not discharge or in any other manner discriminate against associates or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another associate or applicant. However, associates who have access to the compensation information of other associates or applicants as a part of their essential job functions cannot disclose the pay of other associates or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by TIAA, FSB, or (c) consistent with TIAA, FSB legal duty to furnish information.
EXPERTISE Banking JOB TYPE