Description

Key Responsibilities

Client Onboarding & Implementation (SMS Focus)

• Manage end‑to‑end onboarding and ongoing maintenance of treasury management products and services for Specialized Mortgage Solutions clients, including mortgage servicers and originators.
• Serve as onboarding coordinator for complex implementations involving custodial accounts (P&I, T&I), operating accounts, and control account structures (DACA/CMA).
• Review and validate treasury management agreements and internal onboarding forms to ensure accuracy, completeness, and compliance with policy & procedure and regulatory requirements.
• Coordinate client testing and implementation activities, including but not limited to ACH files (CSV and NACHA formats), automated and bulk wires, Check Positive Pay, ACH Positive Pay, BAI reporting, standing transfer orders, SWIFT and sub‑accounting structures.
• Support specialized onboarding processes that may span extended timelines due to agency approvals, servicer diligence, and system integrations.

Product & Service Support

• Provide advanced product and service support for treasury management solutions used within the mortgage ecosystem, researching and resolving complex onboarding or servicing issues.
• Act as a subject matter expert for SMS‑specific products and structures, including custodial accounts, escrow flows, DACAs, CMAs, waterfalls, and related cash management solutions.
• Partner with internal teams (SMS Relationship Management, Sales, Operations, Technology, Risk, Legal, and Product) to deliver coordinated, end‑to‑end solutions and resolve escalated issues.
• Support the full product lifecycle from implementation through service activation, stabilization, and transition to ongoing support teams.
• Provide clear, timely, and effective verbal and written communication, ensuring productive engagement with sophisticated clients, cross‑functional partners, and key external stakeholders.
• Proactively resolve customer issues while building and maintaining positive client relationships.

Risk Management & Compliance

• Ensure adherence to all bank policies, procedures, and applicable banking laws and regulations, including those related to fiduciary, custodial, and agency‑regulated mortgage servicing accounts.
• Identify, assess, and escalate operational, compliance, or client risk issues, recognizing the heightened regulatory scrutiny and audit requirements associated with mortgage servicing and custodial balances.
• Maintain strict confidentiality and exercise sound judgment when handling sensitive client, borrower, and escrow‑related information.

Process Improvement & Collaboration

• Identify opportunities to improve onboarding workflows, reduce manual processes, and enhance accuracy and efficiency within SMS treasury and onboarding activities.
• Participate in cross‑functional meetings and initiatives aimed at strengthening SMS product capabilities, closing operational gaps, and improving client experience.
• Gather data and prepare summaries or reports for management, audit, and internal stakeholders related to onboarding status, risk items, or service performance.

Leadership & Development

• Serve as a mentor and subject matter resource for less experienced Treasury Management Service Specialists.
• Demonstrate a collaborative, detail‑oriented, and client‑focused approach that supports a high‑performance, specialized team environment.

Required Qualifications

• High School Diploma or equivalent
• 3+ years of experience in treasury management, banking operations, or a related role supporting complex commercial, mortgage, or specialty banking clients.
• 3+ years knowledge of treasury management products and services, including payments, receivables, electronic banking, and depository solutions.
• 3+ years analytical, problem‑solving, and organizational skills with the ability to manage multiple complex onboarding projects and extended timelines.

Preferred Qualifications

• Experience supporting mortgage servicers, mortgage originators, or real estate‑focused clients.
• Direct experience with custodial account structures (P&I and T&I), escrow accounts, and related regulatory or fiduciary requirements.
• Familiarity with DACA and CMA structures, payment waterfalls, and sub‑accounting solutions.
• Account analysis experience and understanding of analyzed and hybrid account structures.
• Experience with treasury and banking platforms supporting ACH, wires, Positive P