Treasury Management Client Support Team Lead

JOB SUMMARY:

The TM Client Support Team Lead provides telephone and email support with full issue resolution for all Treasury Management products and services. Researches and responds to Treasury Management client inquiries in a professional, timely and efficient manner. Provides day-to-day general supervisory support and training to Support Specialists. Acts as lead on special project involving client documentation and system data maintenance. Provides day-to-day system training to internal and external clients. Completes monitoring of internal processes and procedures to ensure compliance. Strives to achieve full resolution which drives customer satisfaction and successful outcomes on a consistent basis.

ESSENTIAL 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 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.
• Monitor Customer Care and TM Escalations e-mail box, engages in requests/inquiries that may be fraud or require escalation. May assign emails to team members as needed.
• Listen to recorded Customer Care calls monthly to identify training/performance gaps.
• Provide reports on Customer Care call metrics. Analyze data and implement change as needed.
• Coordinate weekly team meetings and teammates one on one meetings.
• Perform personnel activities including hiring and twice-yearly performance appraisals.
• May perform various TM daily operational support functions as necessary such as, verifying next day funding file amounts for Merchant Services, and additional tasks as assigned.
• Is seen as an expert in the position, having a full understanding of each component of the job and assists others in learning job duties.

• Provide day-to-day general supervisory support and training to Support Specialists, may require some travel for training and guidance purposes.
• Act as lead on special projects involving client documentation of processes and procedures, and system data clean-up and maintenance.
• Provide subject matter expertise to Support Specialists as required.

• Continue to educate oneself in TM policies, procedures, processes, product knowledge, and industry advancements. Works towards learning additional functions within other TM departments including Customer Care and Merchant Services.

• Educate customers and bank associates on features and benefits of TM products and services. Train customers and bank associates on TM product utilization.
• May participate in various committees, projects, system upgrades including testing, and on future bank acquisitions.

• Adheres to Seacoast Bank's code of conduct.

EDUCATION and/or EXPERIENCE:

• Bachelor's degree or equivalent work experience with minimum 10 years in banking and/or customer service.
• Minimum 5 years in Treasury Management. Full understanding of all TM products and services, including how and why businesses utilize them. Capable of dealing with complex business banking needs. Proficient in bank operations and regulations.
• 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.
• Possess ability to work independently and understand when supervisory approval is required in unusual or sensitive situations.
• Strong customer service, operational, and telephone skills.
• 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.

The Statements above are intended to describe the general nature and level of work being performed by people assigned to this position. They are not intended to be an exhaustive list of responsibilities, duties, and skills. Because these statements are general, the job description is used for a variety of purposes including job evaluations; performance reviews; recruitment; etc. All Associates are required to adhere to the highest legal and ethical standards applicable to our industry. It is the policy of Seacoast Bank that all Associates will be familiar and compliant with all regulatory, legal, ethical and Bank risk mitigation requirements pertaining to both our industry and their individual roles. This includes the on time, successful completion of annual required training post-hire and effective execution of role responsibilities.

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