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