Treasury Management Product Support

Job Description

The Product Analyst provides general, technical and training assistance to customers and Bank personnel on Treasury Management products and services. The Product Analyst responds to customer telephone and e-mail inquiries and provides training for branches and Commercial Service Officers, as well as on-site training for customers using Treasury Management services. The Product Analyst prepares Treasury Management customer agreements when appropriate, sets up products/services and ensures products/services and fees are accurately reflected on Account Analysis.  Works with the team to develop and implement process improvements and key performance indicators. The Product Analyst conducts investigative research to solve problems, and escalate when appropriate, ensuring a high level of customer service is maintained at all times. 

RESPONSIBILITIES:

•     Provides onsite training to new and existing Treasury Management customers. This includes Business eBanking, ACH, Positive Pay, and Remote Deposit when necessary. Provides technical and operational assistance via phone, e-mail communication and in person, when necessary, with existing clients to resolve complex problems and inquiries. 
•    Responsible for leading onsite training for branch employees and Commercial Service Officers on Treasury Management products and procedures. 
•    Works with Treasury Management Operation Manager and Commercial Service Officers to ensure the timely delivery of new customer service setups. This includes the accurate completion of Master Agreement, addenda, as well as the delivery and installation of appropriate remote deposit scanners when applicable
•    Is responsible for converting and providing onsite training to new clients acquired via mergers to United Bank’s Treasury Management platform within 90 days post acquisitions.

•    Contributes to the creation of a business case to evaluate new platforms and determine viability of the new product offerings. If selected, is responsible for transitioning all current customers to new platform. 

•    Works with Treasury Management Operations Manager to prepare monthly and quarterly reports when necessary. Stays informed on FIS product trends, enhancements, and defects and reports them to senior management. Assists with audit and compliance inquiries. Assists in the preparation and delivery reports to management. Conducts and evaluates annual site inspections and self-evaluations on various remote deposit customers. 
•    Assists with preparing agreements, implementing new customer set ups, reviewing executed agreements to ensure correct product(s)/service(s) are established and proper fees are implemented. 

Qualifications

•    Minimum of 3 years or more years of progressive banking Operations experience required
•    Bachelor’s degree in Business, MIS or other relevant field is highly desired; a Bachelor’s degree may be accepted in lieu of experience.
•    Business online banking operations experience preferred.
•    Familiarity with Treasury Management products and services highly desired.
•    Strong customer service experience with demonstrated communication and problem solving skills required.
•    Ability to respond quickly and efficiently to telephone and/or e-mail requests required.
•    Proficiency in writing correspondence and reports required.
•    Proficiency in Microsoft Word and Excel required.

KEY COMPETENCIES:

•    Analysis – extracting, relating and comparing data from different sources
•    Collaboration – working effectively with others in the organization to accomplish organizational goals and to identify and resolve problems.
•    Communication – expressing ideas effectively in individual and group situations; adjusting language or terminology to the characteristics and needs of the audience.
•    Initiative – asserting one’s own influence over events to achieve goals; self-starting rather than accepting passively; taking action to achieve goals beyond what is required; being proactive.
•    Planning and Organization – manages time by establishing priorities and developing a course of action to accomplish specific goals; 
•    Technical/Professional Knowledge – having achieved a satisfactory level of technical and professional skills/knowledge in job-related areas; keeping abreast of current developments and trends in areas of expertise.

Essential Functions: (Identify physical functions required to perform position, see examples below)
•    Sitting for extended periods of time.
•    Sufficient dexterity of hands and fingers to efficiently operate a computer keyboard, mouse and other computer components.
•    Ability to converse and exchange information with all levels of staff within organization.
•    Ability to observe, perceiv