Treasury Management Operations Implementation & Support Specialist

Treasury Management Operations Implementation & Support Specialist

The Treasury Management Operations Implementation & Support Specialist is responsible for assisting the Treasury Management Sales team in the implementation of Cash Management products and services for both new and existing clients. Train these same clients on the use of these digital services. This position serves as technical and product expert when onboarding Treasury Management customers and is responsible for ensuring services fully meet client expectations. The individual provides ongoing support and acts as liaison between Treasury Management Sales, Branches, CIC and the customer on implementation and service issues when it comes to the Bank's various Cash Management products which include but are not limited to Corporate or Business Online Banking, Mobile Banking, Bill Pay, Wire Transfers, Sweep services, Lockbox, Account Reconciliation, Deposit Escrow product, Check and ACH Positive Pay, Remote Deposit Capture, ACH, Escrow Manager, Certificate of Deposit Account Registry Service (CDARS) & ICS money market programs, Reich and Tang and Federated sweeps. This includes research and resolution of both internal and external requests in a timely fashion to identify root causes of errors and escalating issues as appropriate.

Responsibilities

Operational and Technical Support

Provides support to Treasury Management Sales and performs the necessary account research to accurately answer internal and external inquiries and requests related to all cash management products and services

Performs account functions for customers, including, but not limited to, Corporate or Business Online Banking, Mobile banking, Bill Pay, Wire Transfers, Sweep services, Lockbox, Account Reconciliation, Check and ACH Positive Pay, Remote Deposit Capture, Deposit Escrow, ACH, and the Escrow Manager, Certificate of Deposit Account Registry Service (CDARS) & ICS money market programs, Reich and Tang and Federated sweeps.

Verifies and validates key customers and related service charges in the Bank's XAA account analysis system including providing ad hoc reports upon request

Review the accuracy of Agreements

Respond to Treasury Management emails and phone inquiries.

Open new Deposit and Savings accounts

Assists the Treasury Management Sales team with the management of the XAA Account Analysis system.

Supports Treasury Management Sales with inquiries and issues related to cash management products and services in addition to identifying sales opportunities to strengthen client relationships

Provides extensive training and assistance to internal and external customers on beneficial features and the utilization of online Cash Management products, services, and online modules

Handles case escalations for the Treasury Management sales team

Independently troubleshoots intermediate technical issues and completes research requests while providing timely resolution or promptly escalates issues as needed

Monitors customers' accounts to ensure customers receive services as requested and accounts comply with cash management implementation procedures and bank policies

Provides demonstrations and / or training for customers as needed on cash management product usage, as well as installation and troubleshooting of hardware / software

Ensures service and fulfillment related requests / inquiries are directed to the appropriate teams and result in a highly satisfied client experience

Communicates resolutions to customers, acts as liaison between customer and the Treasury Management sales team

Recognizes potential fraud situations and provides assistance to mitigate fraud

Attends complex implementation calls as required; escalate potential roadblocks early

Contributes to special projects as requested by Senior Management.

Assist with the testing of system upgrades on Cash Management products.

Merchant Source Capture

Assists Treasury Management Advisors with installs and troubleshooting

Performs complex troubleshooting and for Merchant Capture customers

Provides key customer personnel with the set-up and training for merchant source capture technology

Installs and reinstalls related software on customer's computers

If necessary, performs backward reverts

Secure Browser

Performs complex troubleshooting and for Corporate and Business Online Banking customers

Provides key customer personnel with the set-up and training.

Installs and reinstalls related software on customer's computers

Other

Performs all duties consistent with applicable Federal and State laws and regulations as well as Bank policies

Performs other related duties as assigned

Exceeds customer expectations by following the guidelines outlined in the Customer Experience Program

Assists with Ad hoc projects

Requirements (Knowledge, Skills, Abilities, and Education and / or Experience)

Comprehensive knowledge of the Bank's products, services, and operations, specifically relating to Cash Management products and services

Comprehensive knowledge of Rockland Trusts deposit products and services

Comprehensive knowledge of applicable policies and procedures including ethics and customer confidentiality and regulations; including Regulation E, Regulation J, Regulation CC, UCC4A and National Automated Clearinghouse Association (NACHA) operating rules

Comprehensive understanding of technical applications

Comprehensive knowledge of banking operations

Read, analyze, and interpret federal and state regulations, general business periodicals, professional journals, operating and maintenance instructions, technical procedures, or business contracts

Write reports, business correspondence, and procedure manuals

Calculate amounts and figures such as fractions, percentages, ratios, and proportions

Define problems, collect data, establish facts, and draw valid conclusions

Strong computer and technical skills

Strong analytical skills to evaluate the interconnectivity and accuracy of data.

Working knowledge Microsoft Word, Excel, PowerPoint and Outlook. SharePoint.

The incumbent must be dependable, highly organized, possess effective communication skills and the ability to work independently.

Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.

Ability to establish and maintain effective working relationships

Updates job knowledge by participating in educational opportunities

May be required to lift and / or move up to 20 pounds

Ability to solve practical problems without assistance

High attention to precision, detail, and confidentiality

Ability to work in a dynamic, high monetary risk operations governed by established deadlines and regulatory requirements

Ability to work remotely and have secure access to Wi-Fi

Effectively communicate with team members and customers, present detailed information, and respond to questions from groups of managers, team members, or clients

Collaborate, build relationships, influence key stakeholders and decision makers, and manage conflict

Think independently, solve problems, exercise sound judgment, and identify alternative procedures, or recommend efficiencies to correct or strengthen the internal control structure

Ability to multi-task and pay attention to detail while operating with accuracy in a fast paced, deadline-oriented environment

Ability to interpret instructions in written, oral, diagram, or schedule form

Provide excellent customer service; interact with others in a friendly, professional manner

Ability to work independently, performing tasks without supervision

Bachelor's degree (B.A.) from a four-year college or university; and four or more years of related banking experience and / or training; or equivalent combination of education and experience

Cash Management or Treasury Management and Customer Service experience preferred

Certified Treasury Professional or NACHA designations, Project Management experience, Compliance and / or Risk Management experience a plus.