Treasury Services Specialist

Overview

The Treasury Services Specialist is responsible for the support, execution and overall success of the Client Services Department. Serves as a subject matter expert (SME) on CrossFirst Bank's Treasury products, services and systems. Works with the Treasury Services Manager and other teams to actively resolve client questions and issues, and appropriately escalate items as needed to ensure favorable resolution.

Responsibilities

• Review all aspects of maintenance and implementation of Treasury Services for accuracy, completeness and timeliness.

• Resolve client issues and own the issue through resolution; provide appropriate notification to Bankers and Partners regarding issues.

• Act as a resource for clients, bankers, and team members on all business and treasury products and services while identifying needs for process improvement and product enhancement.

• Complete all steps of standard operating procedures when performing Quality Assurance to minimize errors, ensuring a quality client experience.

• Meet Quality Assurance service level agreements.

• Respond to internal and external client inquiries in a timely manner; collaborate with team members to resolve issues and ensure a quality experience for clients.

• Communicate with clients by service desk, telephone, email or in person to provide information regarding inquiries, including resolution or account adjustments.

• Exceed performance metrics regarding maintenance errors, average call time, queue time, amount of time to service desk resolution, and feedback from service desk surveys from internal clients.

• Support cross-functional process improvement efforts and encourage frequent communication among all team members.

• Proactively identify service issue trends and internal procedures adversely affecting client satisfaction.

• Determine temporary exceptions, such as increases for business bill pay, business debit card limits, business mobile deposit increases, temporary wire limits, temporary ACH limits, and temporary RDC limits.

• Drive client satisfaction and retention by promoting the highest standards of quality, efficiency, and ethics.

• Proficient with FIS core system and ancillary products such as business internet banking, mobile banking, and debit cards; remain current with technological and industry developments.

• Develop and maintain positive relationships with other employees, clients, and vendors.

• Represent the Bank and Treasury Services team in a highly professional manner.

• Complete job assignments in a professional, timely and efficient manner; organize and prioritize work.

• Maintain confidentiality; adhere to CrossFirst Bank policies and procedures; comply with laws, regulations, and industry best practices.

• Reliable and predictable attendance; both on-site and remote work.

Qualifications

• Minimum of two years relevant work experience.

• Customer Service experience in a mid to large size bank.

• Extensive knowledge of DDA, Treasury Services, bankcard, and internet/mobile banking products.

• Proven client satisfaction, problem solving, communication and decision making.

• Bachelor's degree or equivalent work experience.

CrossFirst Bank is proud to be an Equal Opportunity Employer.

CrossFirst Bank does not accept unsolicited resumes from search firms or agencies. Any resume submitted to any employee of CrossFirst Bank without an authorized search agreement will be considered unsolicited and the property of CrossFirst Bank. We respectfully request no phone calls or emails.