Treasury Management Technical Coordinator

Position Title: Treasury Management Technical Coordinator

Reports To: Commercial / Director of Treasury

Department: Commercial Banking / TM Sales

FLSA Status: Exempt

Purpose: The Treasury Management Technical Coordinator acts as the technical service expert for commercial customers and internal commercial partners, working in conjunction with Commercial Servicing. They are responsible for resolving customer technical inquiries, providing training, technical consulting and guidance on the banks Digital Banking and Treasury Management (TM) services.

The role requires the ability to deliver clear oral or written instruction directly to commercial customers, and a desire to teach and train others. This role will interact with senior leaders and managers for business and commercial customer relationships, and must possess the ability to understand customer needs, identify and resolve inquiries quickly, escalate, and research customer issues appropriately. The role assists in the management and routing of a servicing e-mail box, and phone number.

The role requires the ability to navigate across multiple internal computer systems and departments to provide support on customer-facing applications. It requires the desire and ability to understand core TM services and apply that knowledge to provide expert customer support. The role supports TM Sales, Operations, and Product Mgmt. with the technical aspects of selling, supporting, and training on the TM product offering.

Supervisory Responsibilities:

Degree of Supervision Received: Moderate

• Supervision Received (title): Commercial Director of Treasury

Degree of Supervision Given: None

Essential Functions:

1. Accept inbound commercial customer phone calls and emails, as well as internal cases using professional customer service, support, and interpersonal training techniques
2. Provide first call resolution support whenever possible for technical, training, transactional, file-based, or navigational inquiries on commercial customer-facing TM platforms
3. Assist in onboarding on the technical aspects of TM services and customer-facing treasury platforms, as well as coordinating and conducting customer training and education requests
4. Identify and escalate issues which require additional support from internal and external partner groups including payment initiation (ACH / WIRE), on-line banking, errors, research, and resolution
5. Maintain detailed phone call, email, and case logs to ensure customer inquiries are documented and resolved to completion.
6. Identify opportunities to capture additional TM and commercial service in communication with clients, referring these to the proper departments of the bank.
7. Serves as a key stakeholder in Treasury Management in the identification and implementation of products for commercial relationships, including participation in development projects
8. Maintain expertise on internal and customer-facing applications systems requisite for customer support, as well as industry standard file formats and file transfer mechanisms / protocols (SFTP).
9. Works directly with commercial clients to coordinate senior administrative user onboarding, service implementation, utilization, and ongoing management of TM service delivery.
10. Form excellent rapport with client financial teams including CFO's, controllers, and accounting personnel, serving as a primary technical contact for inquiries or issues from commercial customers.

Job Related Qualifications - Education and Prior Experience:

Required:

• Education: Associate Degree in Information Technology, Computer Software Dev. Networking, Engineering, Business Administration, or related field
• Prior Experience: 4+ years of Treasury Management or Commercial banking relationship support and customer service, via phone and email in banking or financial services

Preferred:

• Education: Bachelor's Degree in Information Technology, Computer Software Dev. Networking, Engineering, Business Administration, or related
• Prior Experience: 6+ years of Treasury Management and Commercial banking relationship support and customer service, in banking or financial services. Additionally, background in Training and Technology

Licenses or Accreditation:

Required: none

Preferred: CTP or CCM

Competencies:

1. Possesses the ability to listen intently, maintain call control, and provide detailed responses to customer questions and inquiries.
2. Excellent verbal and written communication skills with the ability to speak and write clearly to ensure customers have a clear understanding of the details provided.
3. Possesses strong customer service skills: clear verbal and written communication, the ability to maintain composure and patience when resolving issues, consistent professionalism, and the ability to interact with customers with positive enthusiasm.
4. Willingness to continually learn and apply banking concepts when supporting customers and researching issues.
5. Strong organizational skills to meet established SLA's, deadlines, track customer inquiries, and provide detail for open customer research requests.
6. Demonstrated ability to successfully navigate computer systems in a professional setting: email, Microsoft Office, internal applications, and customer-facing applications.
7. Possesses the ability and desire to train and support customers' learning of bank products and services.
8. Ability to independently engage with support partners across the organization to research and resolve open customer requests.
9. Demonstrated understanding of commercial banking and treasury management concepts and ability to communicate effectively with commercial client finance teams.
10. A working understanding of bank account types, KYC, compliance, branch operations, and general commercial banking.
11. Familiarity with TM products and the ability to work effectively with TM teams in sales, product, implementation, and service. Product knowledge should include: On-Line Banking, ACH Origination, ACH Block, ACH EDI Reporting, Positive Pay, Zero Balance Accounts, LOC / INV Sweeps, File Upload, SFTP File Transmission, Wires, and Remote Deposit Capture.

Physical Requirements:

1. Able to regularly sit for prolonged periods of time
2. Extensive computer usage is required
3. Occasional travel within corporate footprint
4. Occasional evening hours for client events
5. Availability during regular business hours: Monday - Friday, 8:00am - 5:00pm

This job description is not exhaustive. The Treasury Management Technical Coordinator may be required to perform other duties as assigned.

Five Star Bank and affiliate companies are committed to Equal Employment Opportunity and Affirmative Action. We recruit, hire, train and promote persons in all job titles and ensure that all other personnel actions are administered without regard to race, religion, color, national origin, citizenship, sex, sexual orientation, gender identity, age, veteran status, disability, genetic information, or any other protected characteristic. Five Star Bank and affiliate companies are committed to providing reasonable accommodations to employees and applicants with disabilities to the full extent required by the Americans with Disabilities Act (ADA). If you feel you need a reasonable accommodation pursuant to the ADA, you are encouraged to contact us at (716)817-2706 or (716)817-5186.

Note: At a later stage in the application process, applicants may be required to provide information about their criminal conviction history, if any, and to authorize the procurement of a consumer report that will contain, among other things, information about criminal conviction history. Except as required by applicable law, prior criminal convictions will not automatically disqualify an applicant from employment, and Five Star Bank will only consider such history in accordance with applicable law. Please be advised, however, that federal law prohibits Five Star Bank from employing "any person who has been convicted of any criminal offense involving dishonesty or a breach of trust or money laundering or has agreed to enter into a pretrial diversion or similar program in connection with a prosecution for such offense" unless the FDIC has provided prior written consent.