TREASURY MANAGEMENT CUSTOMER SERVICE TEAM LEADER

The Treasury Management Customer Service Team Leader will manage a team of Treasury Management Relationship Specialists and Treasury Management Customer Analysts who are responsible for aiding in the customer service function of our Treasury Management customers. These positions provide a more effective means of handling the customer servicing requirements of a mixture of business banking, private banking, middle market, corporate and specialty lines of business, both domestic and international, as well as internal bank customers.

POSITION QUALIFICATIONS

• 8 years of bank operations or customer service experience
• 4 years of treasury management experience
• 4 years of training experience
• 3 years of experience utilizing Microsoft Office Products including Word and Excel
  WORK BEST CATEGORY:Category C - Days in the office will either be designated days or will vary week to week from 2-5 days
  HOURS:8:00am - 5:00pm Monday - Friday
  SALARY:To Be Determined Based on Individual Experience

• Manages the customer service activities of the Treasury Management Relationship Specialists and Analysts.
• Responsible for assigning and changing portfolio assignments as according to customer/market expectations and/or demands.
• Handles escalated customer service issues to a satisfactory conclusion. This may include resolution with various areas such as operations, product management/development, lenders and the customer.
• Ensure proper customer documentation is in compliance with audit standards.
• Accountable to identify risk issues associated with assigned portfolios and recommend appropriate risk management strategies to protect the best interests of the bank.
• Accountable for attaining team key performance measurements as well as the tracking a communication of customer service activities.
• Uses administrative databases and technology tools to track and customer service results.
• Communicate policies and procedures to team members.
• Coordinate and approve scheduled time off requests.
• Increase the effectiveness of individual Treasury Management Relationship Specialists and Analysts by providing counseling and advice on complex customer issues, available technology tools, and complex customer implementations and training.
• Organizes team building exercises and activities.
• Meets regularly with customers and maintains a high profile communication with themProvides customer product training for multiple products to multiple departments within the customer’s organization.
• Develops and executes training plans for both experienced and new officers and support staff. Schedule, coordinate and facilitate regular training sessions for Treasury Management Relationship Specialists and Analysts which includes product information and demonstrations, new technology tools, service techniques, policies and procedures, and Human Resource issues.
• Organizes and/or participates in projects and task forces to manage customer conversions, develop procedures that facilitate regulatory requirements, operational changes, product introductions/enhancements, industry demands, etc.