Corporate Treasury Services Support Specialist I/II/III

Overview

• The purpose of this job is to implement Trustmark’s Corporate Treasury Services, train customers, provide support for Corporate Treasury Service products, and answer customer’s and internal associate’s questions.

Responsibilities

• Provide customer support for bank’s various Corporate Treasury Services.
• Handle and perform routine assistance surrounding Corporate Treasury Services, i.e., password resets, policy and procedure explanation and answering CTS product questions and escalating issues when further support is needed.
• Assist with loading new Business Online Banking enrollments by reviewing customer information for accuracy and security purposes.
• Monitor Corporate Treasury Services ACD phone line/online inboxes, and answer customer calls, e-mails, or secure messages through internet banking to resolve problems or answer questions regarding various Corporate Treasury Services as defined in the job description while providing exceptional customer service.
• Complete time-sensitive tasks that are crucial for customer’s daily operations accurately and within policy.
• Troubleshoot and assist with various computer software such as various Internet Browsers (Internet Explorer, Microsoft Edge, Google Chrome), Microsoft Excel, and Notepad as needed.
• Proactively assist with all Corporate Treasury Services related projects
• Proactively contact customers regarding system issues and issue resolutions.
• Attend product trainings scheduled with product managers, senior CTS Support Reps, and their manager
• Identify issues that require escalation and escalate issues appropriately to Tier II,III, or IV reps, product managers, or support manager
• Imaging and Indexing of Corporate Treasury paperwork and forms
• Exercise technical sophistication by proficiently using CTS systems to provide timely and accurate reports to management and provide a high level of technical support for customers.
• Contact and work with appropriate internal departments to provide timely resolution to customer issues.
• Provide regular updates to CTS Support Management and CTS Product management on customer product issues, new or updated product requests, and customer complaints.
• Perform additional duties as assigned.

Level II additional responsibilities:

• Implement, update, and support bank’s various Corporate Treasury Services. Services include but are not limited to: online banking, Bill Payment, ACH Templates, fraud prevention services, and Remote Deposit Express
• Complete appropriate paperwork needed for implementation, updating, and/or cancellation of Corporate Treasury Services through electronic or paper documentation.
• Validate the accuracy of incoming paperwork to ensure implementation is within policy (including ACH and RDC Policies) and guidelines. Validation includes organization of company, resolution completeness, accuracy of enrollment forms and needed approvals, and billing.
• Proactively contact and conduct training with customers upon implementation of new products or services.
• Monitor Corporate Treasury Service ACD phone line/online inboxes, and answer customer calls, e-mails, or secure messages through internet banking to resolve problems or answer questions regarding various Corporate Treasury Services as defined in the job description while providing exceptional customer service.
• Complete complex time-sensitive tasks that are crucial for customer’s daily operations such as Same-day Tax Wires, ACH Limit increases, and correspondent banking trades accurately and within policy.
• Maintain, update, and complete an online list of incoming Corporate Treasury Services tasks and assignments in a timely manner.
• Read, validate, and correct common treasury files (i.e. NACHA payment and Positive Pay files) as needed.
• Assist with training Corporate Treasury Services Tier 1 associates
• Assist with maintaining CTS Support FAQ for associate reference
• Assist Corporate Treasury Service Tier 1 associates with resolving escalated support and product issues
• Identify issues that require escalation and escalate issues appropriately to Tier III reps, Tier IV reps, product managers, or support manager
• Assist product managers with testing products and services for issue resolution or upgrade purposes
• Complete and proactively assist other associates with Corporate Treasury Services related projects
• Work closely with internal and operational departments to facilitate accurate customer setup and resolution for any related issues.

Level III additional responsibilities:

• Assist with training Corporate Treasury Services Tier 1 and 2 associates
• Assist Corporate Treasury Services Tier 1 and Tier 2 associates with researching, resolving, and documenting escalated support and product issues
• Open and monitor vendor cases related to Corporate Treasury Services products (online banking, Bill Pay, ALERT, etc.)
• Maintain and update Support Issue log and procedure documents
• Complete highly technical and advanced product setups for high touch customers.
• Assist Tier IV associates with daily trading and reporting tasks as needed
• Assist Tier IV associates with daily Correspondent Bank and Fed Fund trading and reporting tasks as needed.
• Assist in monitoring daily ACH/RDE exposure warning reports and distribute to appropriate relationship managers for review.
• Assist in monitoring ACH/RDE exposure/send limits exceed process to determine if limits need to be adjusted. Help manage the ACH/RDE credit approval renewal process
• Assist Tier I and II associates with maintenance and setup of complex Corporate Treasury Service-related files (ACH, Positive Pay, SFTP)
• Assist management with testing new product and service offerings as well as assisting with documenting new procedures for them.
• Balance and reconcile online Tax Payment system and related accounts
• Identify issues that require escalation and assist in resolving issues that are escalated to product managers or support managers
• Identify cross-sale opportunities for bank’s products and services, and refer them to the appropriate department or associate
• Perform additional duties as assigned

Qualifications

• High School Diploma
• At least 1 year of experience in a retail banking or customer service role (i.e., customer contact center, FSR, etc.)
• Knowledge of the bank’s overall services and products
• Knowledge of Microsoft Office products such as Word, Excel, Outlook, etc.
• Knowledge of Personal Computers, the Internet and communication software
• Ability to communicate effectively and professionally with all levels for the purpose of supporting the bank’s basic Corporate Treasury Services
• Excellent oral and written communication skills
• Excellent interpersonal skills and ability to work with others
• Able to efficiently navigate the Internet and Internet Browsers for troubleshooting purposes
• Ability to learn more complex Corporate Treasury Services to support customers
• Ability to make decisions following Internet Banking Policy and Procedures
• Ability to understand and apply bank policies and procedures as they relate to Corporate Treasury Services
• Attention to detail to validate incoming requests and make decisions on validity of those requests
• Ability to multi-task effectively while maintaining accuracy and efficiency
• The following Tests must be completed:
  • Excel 2016 – Entry Level
  • Grammar Test
  • Typing Test – 35 wpm
• Previous online banking or treasury administration experience preferred
• Knowledge of bank systems preferred

Level II additional qualifications:

• Associate degree or 2 years work experience in banking or treasury management role
• Minimum 1 year of cash management or relevant operational experience
• Understanding of bank policies and external regulations
• Knowledge of bank systems
• Knowledge of products and services offered by financial institutions
• Knowledge of bank operations, bank delivery channels, and overall inter-working of bank processes
• Ability to travel when necessary to aid in the training and support of large customer relationships
• High level of technical skills to include word processing, spreadsheet application, internet browser, and other bank systems

Level III additional qualifications:

• Minimum 4 years of experience in a retail banking or customer service role with at least 2 years of Cash Management Services experience
• Advanced technical skills that you willingly share
• Advanced decision-making skills
• Ability to engage multi-departmental cooperation to accomplish tasks and projects
• Ability to easily adapt to new third-party software systems and websites used in the implementation process and training of customers

 Preferred:

•  Bachelor’s Degree in related field

Physical Requirements/Working Conditions:  Must be able to sit for long periods of time and use computer keyboard and/or mouse, while viewing computer screens.

 Note: This is a brief description of this position and is not limited to those described herein. Management retains the right to add, delete or modify any of these responsibilities at any time during employment.