Job Description
About the Role
The CCC Treasury Client Services Specialist is responsible for providing Treasury Management service and support to Commercial and Government Banking clients. This position is expected to communicate in a positive manner with all staff (employees and management) and share ideas that may benefit the workplace.
What You Will Do
1. Provide ongoing support for Commercial and Government Banking customers', Treasury Management products and services. Supports customers with the explanation of product and services features, functionality, browser compatibility, troubleshooting, and password resets.
2. Responds to all customer incoming calls, voicemails, and emails within department service level standards.
3. Delivers excellent customer experience for internal and external Bank customers. Conduct is always respectful and professional.
4. Takes ownership of customer issues and works with the customer to identify an appropriate resolution. Effectively handles issues and complaints by making appropriate decisions using bank policy and procedures and escalates to management when appropriate.
5. Follows Bank policy, procedures, protocols, and guidelines.
6. Tracks customer interactions through the Salesforce CRM platform.
7. Escalates onboarding and operational requests for new and existing customers to the appropriate TM Channels.
8. Handle all maintenance required for accounts within the Virtual Branches, including but not limited to account maintenance, fee refunds, research and closing accounts.
9. Review, monitor, and contact customers on suspicious activity by managing daily alerts through Secure Payments i.e., OFAC Watch List hits, wire verifications, ach verifications and high dollar payments.
10. Effectively navigate and explain customer's TM charges assessed by Weiland Account Analysis.
11. Complete daily, weekly, and monthly reporting as outlined in the Treasury Client Services Procedures with accuracy and efficiency.
12. Participate in projects for conversions, acquisitions, new services and clean up as requested by management.
13. Address technical issues, system set ups, changes, and enhancements related to Treasury Client Services, i.e., reviewing customer computer settings and browser troubleshooting.
14. Make recommendations for new processes and efficiencies that can improve or enhance the customer or department experience.