Job Description
Job Description
JOB DESCRIPTION
- The Treasury Management Customer Service Representative is responsible to respond to telephone, email and fax inquiries from corporate customers, account officers, treasury management sales officers, relationship specialists, branches and other internal departments.
- TMR’s are responsible for independently responding to and resolving Treasury Management customer issues quickly and creatively while focusing on quality and achieving market driven service levels.
- Additionally, this position identifies qualified product referral and closed sales that contribute to the revenue stream.
- TMR’s service in a national and international (Canada, Mexico, Asia and across the globe) capacity handling customer inquiries, high level issues, and problem resolution of our national/international customers in all markets and time zones encompassing all lines of business and specialty industries.
- Respond to inquiries and troubleshooting issues related to TM products/services including the client portal, mainframe/internet transmissions, and sophisticated TM software/hardware for TM customers.
- This position handles a high volume of inbound calls in a fast-paced environment and will process request within an established service level.
- This position involves sitting for extended period of time and using a standard headset to communicate with customers by phone.
POSITION COMPETENCIES
- Successful incumbents possess functional, analytical, and technical skills, technical learning ability, problem-solving skills, a drive for results, excellent communication skills, as well as listening skills and are always focused on customer-centricity.
- The ideal candidate will have a proven ability to manage multiple tasks and requests efficiently in a fast-paced environment.
POSITION RESPONSIBILITIES
- Independently respond to and resolves quickly and creatively while focusing on quality.
- Respond to customer inquiries via phone, email, and chat (internal) in a timely and professional manner.
- Handle multiple customer requests simultaneously, prioritizing tasks to ensure prompt and accurate resolution.
- Collaborate with other team members to ensure a seamless customer experience.
- Resolve and troubleshoot inquiries/issues related to sophisticated Treasury Management products/services such as client Business Connect and TMC Web.
- Utilize 20+ internal client applications/systems to obtain/research information such as: Hogan, PEP+, TMCC, Intellect, ARP, EDI, Account Analysis, ECIS.
- Provide basic customer product training and respond to “how to” questions. These include reinforcement training; new product/service training for adds and/or changes to existing services; feature and functionality instruction for existing products/services and enhancements to existing products/services.
- Assist in developing and updating Treasury Management procedures and documentation.
- Recognize and respond to ‘Red flags’ that can be related to fraud or high-risk situations. As first responders, it is critical this position understands and responds based on the time critical and urgency around situations and escalates to management if necessary.
- By applying a thorough knowledge of TM product functionality, back-room operations, TM and corporate policies/procedures, and the appropriate / permissible use of the products by our customers.
- By understanding, recognizing, and escalating phishing and suspicious transactions.
- By adhering to Manual Authentication (aka Customer Identity Verification) procedures when conducting business via phone, email or fax to validate/verify individuals prior to releasing information and / or processing business transactions.
- Contribute to the revenue stream generated by cross selling / up selling opportunities; contribute to revenue of current customer service.
- May participate on projects which include outbound calling campaigns, system migrations / conversions and operations failures.
- Responsible for balancing general ledger accounts.
- Thorough understanding of debits and credits.
POSITION QUALIFICATIONS
- High School Diploma or the equivalent (GED).
- 4 years of customer service experience.
- 3 years of retail, financial sales, or call/contact center experience.
- 4 years Microsoft Outlook applications, systems data entry and internet search experience