Senior Treasury Management Client Support Specialist

How would you like to join one of the most highly regarded financial institutions in New Jersey with deep roots in the community?  Provident is a successful and highly regarded multi-billion-dollar bank that continues to grow with branches in New Jersey, Eastern Pennsylvania and New York.  Our longevity is a testament to our commitment to placing our employees, customers, and the communities we serve at the center of all we do.  At Provident Bank, we are committed to enhancing our customer and employees’ experience. 
 

POSITION OVERVIEW:

The role of this position is to support the Treasury Management clients via phone and email requests.    Has Treasury Management service and sales experience and is knowledgeable on products and services.  Has the ability knowledge and ability to handle complex client issues and working with our partner vendors.    Work directly with department team members, department Lead and department manager to ensure SLAs are met.  

KEY RESPONSIBILITIES:

• Primarily responsible for handling phone inquiries in a client support environment in conjunction with monitoring the queues and logging call activities.  
• Monitoring incoming inquiries from clients and branches via assigned group mailboxes in support of all Treasury Management Clients.  
• Assist with training of new employees on all Treasury Management products that will allow them to handle the incoming phone calls and emails and support department staff. 
• Resolves Treasury Management issues internally as well as working with Digital Operations and third-party vendors to resolve customer issues relating to products/services.  
• Assist the Lead on the escalation point for customer issues, concerns and complaints. 
• Work closely with department staff to ensure customer focus and experience is top level.  
• Responsible for quality assurance and review of department work.  Ensure accuracy of amendments, set up forms, maintenance requests, deletion of service, and adjustments are completed. 
• Handles more complex customer experience and technical issues
• Knowledge and specialist on ACH origination, Check/ACH Positive Pay and RDC.   
• Assist in preparing and monitoring reports for the department.  Documentation of SLAs and Treasury Management Products and Services handled with customer focus. 
• Responsible for reporting details for D1B, RDC, ACH, Wires, and Positive Pay.      
• Recommends and assist with process changes to improve efficiencies and enhance customer service experiences.  
• Will work closely with department manager and assist on projects that are assigned.      

MINIMUM QUALIFICATIONS:

• Effective communicator; detail-oriented; comfortable in dealing with both outside customers and external contacts as well as internal departments on a very active basis
• Ability to work in a fast-paced environment
• Ability to train and supervise personnel.
• Knowledge of applicable banking and privacy laws and regulations and policies.
• Possess excellent oral and written communications skills.
• Ability to prioritize multiple responsibilities and complete them on time.
• Ability to work in a team environment to instruct peers and assume a leadership role.
• Computer literacy with PC and windows programs.
• Ability to perform detailed mathematic operations with the use of a calculator.
• Ability to work a flexible schedule to accommodate support hours at the helpdesk.
• Ability to define problems, collects data, establish facts and draw valid conclusions.
• Ability to interpret a variety of instruction, communicate them to others and establish controls to monitor and evaluate the application of these instructions.    
• Ability to shift attention quickly and accurately from one matter to another.

SUPERVISORY RESPONSIBILITIES

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