Treasury Mgmt Client Care Specialist I

Position Summary: 

Maintain a high level of expertise in and understanding of the Treasury Management products and services offered to business clients; assist the sales teams in servicing new and existing business customers by providing professional, courteous and efficient customer service; serve as the main support for business customer troubleshooting and issues; conduct functions in support of customer retention, assist sales teams in expanding business portfolio and maintain effective business relationships for customers.

Qualifications:

High school diploma is required; an Associate or bachelor's degree in Business or related field is preferred. 

Minimum One (1) years of experience working directly with business customers in new products and services implementation, servicing existing customers and supporting sales consultants or retail banking experience is preferred.

Excellent verbal and written communication, analytical, computer, troubleshooting, problem resolution and interpersonal relations skills; solid working knowledge of business products and services to include implementation, servicing and support assistance.  

Core Competencies:

• Commitment to Excellence – Focus on delivering excellence and seek to be the ‘bank of choice’ in all customer interactions; make decisions, set priorities and goals to deliver significant improvements; create an environment for others to strive for excellence.
• Customer Focus – Build and maintain customer satisfaction; provide prompt, efficient and accurate assistance to meet customer requirements; develop working relationships and strive to ensure customer needs are met.
• Integrity – Adhere to Orrstown Bank values and represent those values in decisions and actions; respect and maintain confidentiality; keep commitments; avoid situations and actions considered inappropriate or which present a conflict of interest.
• Risk Management – Ensure compliance with all regulatory requirements and practices; support risk management activities and programs; assist in organizational safety and soundness initiatives.

Essential Duties:

Answer inbound and make outbound calls to/from our Treasury Management (TM) Clients; correspond to Treasury Management Clients via email, secure message or chat; complete TM maintenance requests; serve as main support for Treasury Management customer troubleshooting or issues; utilize independent judgment in handling customer issues and concerns escalating to management when necessary. 

Maintain an understanding of Treasury Management and Business products, services; assist and guide sales consultants in servicing existing and new customers including, but not limited to, QC business documentation, obtaining appropriate customer signatures from Sales and being available for customer support. 

Provide input on Business Solutions policies, procedures, risk assessments, audits, compliance, business continuity and budgeting; liaise with internal and external auditors to ensure annual audits, risk assessments, policies and procedures are current and maintained.

Coordinate specific work tasks with personnel from applicable departments to ensure the smooth and efficient flow of information; report pertinent information to immediate supervisor; compile information as necessary or directed and provide data to appropriate Bank personnel.

Review pending insight orders/workflows and specific customers’ requests within given time frames and established SLAs to ensure excellent customer service and customer experience.

Performs analyses of data collection, report details and other technical issues associated with Business products and services.

Attend regularly scheduled coaching and counseling sessions held by lead/supervisor to achieve the outcome of improved communication, action plan development, positive feedback and performance improvement.

Abide by the current laws and organizational policies and procedures designed and implemented to promote an environment that is free of sexual harassment and other forms of illegal discriminatory behavior in the work place; support risk management practices and overall safety and soundness and the Bank’s compliance with all regulatory requirements. Ensure that the department and all personnel adhere to the same; perform tasks that are supportive in nature to the essential functions of the job which may be altered or redesigned depending on individual circumstances. 

Regular and predictable attendance; perform other duties as assigned or directed.

Physical Requirements:

 The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.     Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to sit, use hands to finger, handle or feel, reach with hands and arms, and talk or hear.  The employee is frequently required to stand and walk.  The employee may occasionally lift and/or move up to 10 pounds.  Regular travel for this position is required.

Work Environment:

Work is performed in an office setting with little to moderate exposure to noise, heat, dust or other adverse factors.     Working extended hours may be required as needed.  The noise level in the work environment is usually quiet.