Treasury Management Client Support Specialist

Seacoast National Bank Mount Dora , FL 32757

Posted 2 months ago

Since opening our doors in 1926, Seacoast Bank has embraced a visionary approach to the future while remaining true to our local roots and family values. Based in Stuart, we are one of the largest publicly traded banks headquartered in Florida.

We believe that our greatest assets will always be our people - local bankers who are knowledgeable about the communities we serve and dedicated to providing an exceptional customer experience.

We offer exciting and challenging opportunities in an environment that supports diversity, enabling associates across the organization a greater sense of empowerment to create change for the better. This is evident in our American Banker "2020 Best Banks to Work For" and "Best Places to Work for LGBT Equality" by the Human Rights Campaign designations.

Job Summary

The TM Client Support Specialist provides exceptional telephone and email support to clients for all TM products and services. Research and respond to TM client inquiries in a professional, timely, and efficient manner. Strives to achieve full resolution which drives customer satisfaction and successful outcomes on a consistent basis. Works in conjunction with the TM Premier Services Coordinator to provide 'white glove' support for the most complex high value TM clients.

Job Duties and Responsibilities

  • Provide procedural and technical support via telephone, email, and through virtual communication to clients on all TM products and services.

  • Troubleshoot all issues and escalate to TM Operations and Management if necessary.

  • Take initiative to research and identify root causes of problems.

  • Possess a strong understanding and technical knowledge of TM products, services, pricing and billing, systems, data transmissions, file formats, and protocols used for the delivery and support of TM products and services.

  • Expedite service requests timely and efficiently following all bank policies and procedures.

  • Identify additional product needs and partner with Treasury Sales Officers, Implementation, & TM Operations.

  • Complete understanding of required TM Agreements and forms, authority levels, & Policy & Procedures.

  • May perform various TM daily operational support functions as necessary such as clearing on-line banking self-enrollment exceptions, clearing Anomaly Alerts, verifying next day funding file amounts for Merchant Services, and additional tasks as assigned.

  • May participate in various committees, projects, system upgrades including testing, and on future bank acquisitions.

Position Requirements:

  • Requires excellent customer service telephone skills, patience, and ability to diffuse tense and upset clients.

  • Ability to develop rapport and communicate effectively with clients both verbally and in writing.

  • Minimum 3 years in TM Sales Support and/or Customer Care role.

  • Full understanding of all TM products and services, including how and why businesses utilize them. Capable of dealing with complex business banking needs.

  • Bachelor's degree or equivalent work experience with minimum 3 years in banking and customer service.

  • Proficient in bank operations and regulations.

  • Possess ability to work independently and understand when supervisory approval is required in unusual or sensitive situations.

  • Must be able to have a flexible schedule, able to work during all days and hours of operation including weekends and occasional non-bank operational hours.

  • Must be available to work overtime as necessary.

  • Must be proficient in PC functions including MS Word, Excel, PowerPoint, Outlook, and all bank related systems with the ability to learn other computer systems/programs quickly.

Required Knowledge, Skills, & Abilities:

  • Strong customer service skills

  • Strong listening, comprehension, organization, and problem solving skills

  • Strong written and verbal communication skills

  • Strong interpersonal skills to establish rapport with customers

  • Work with a sense of urgency

  • Ability to work independently and in a team environment

  • Ability to perform basic math functions

  • Ability to follow written instructions and learn new information

  • Attention to detail

  • Ability to manage time, multi-task, follow through to completion.

Minimum Education:

  • Bachelor's degree or equivalent work experience with minimum 3 years in banking and customer service.

Minimum Experience:

  • Minimum 3 years in TM Sales Support and/or Customer Care role.

Required Knowledge, Skills, & Abilities:

  • Strong customer service skills

  • Strong listening, comprehension, organization, and problem solving skills

  • Strong written and verbal communication skills

  • Strong interpersonal skills to establish rapport with customers

  • Work with a sense of urgency

  • Ability to work independently and in a team environment

  • Ability to perform basic math functions

  • Ability to follow written instructions and learn new information

  • Attention to detail

  • Ability to manage time and multi-task, follow through to completion.

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Treasury Management Client Support Specialist

Seacoast National Bank