Business Support Specialist II

7 days ago

Johnson City, United States Bank of Tennesse Full time
POSITION SUMMARY

As the Business Support Specialist II, you will provide product, service, and technical assistance to business customers, the Commercial and Retail Banking teams, and the Treasury Services department in the daily operations of Treasury Services, Account Analysis, and Cash Management. The Business Support Specialist II will be a highly visible role within the Bank to facilitate Treasury Services training to Retail Branch employees, as well as Commercial, Business Call Center, and Leadership teams. You will also serve as a key business resource, handling customer and internal inquiries regarding customer account information. During these inquiries, the Business Support Specialist II is expected to be able to find additional sales opportunities to adequately serve the Bank’s customers. As a representative of the Bank, you are required to present a positive and professional image at all times.

JOB REQUIREMENTS

  • High school diploma or equivalent required
  • Computer literacy in software installations, computer technology, and terminology required
  • Two years of customer service experience required
  • Previous banking experience preferred
  • Experience in Treasury Services or Cash Management preferred
COMPETENCIES
  • Consistently display professional communication skills
  • Consistently display a professional presentation to external and internal customers
  • Consistently display a professional, team-oriented representation of the Depository Services team
  • Ability to read, analyze, and interpret various documents
  • Ability to multi-task and change directions quickly when needed
  • Ability to consistently deliver a high level of customer service
  • Ability to handle confidential information
  • Consistently display a positive attitude and represent the bank in a positive manner
  • Maintain proficient computer knowledge of all internal systems and computer systems used to fulfill the position
  • Perform on-site software installations; maintain knowledge of computer technology and terminology; provide computer solutions to those with various levels of expertise such as troubleshooting browser issues, types of drivers and how they correspond, and download error messages
  • Maintain working knowledge of equipment and programs for Treasury Management
  • Ability to recognize and identify sales opportunities during customer interaction
  • Consistently be an active team player
DUTIES AND RESPONSIBILITIES
  • Serve as a key resource for the Treasury team while providing level III support for customers and all internal bank partners
  • Create, coordinate, and deliver documentation to customers for product set up
  • Create, coordinate, and deliver training materials to Retail Branch employees, as well as Commercial and Leadership teams
  • Play a key role in the annual review process
  • Assist business customers in finalizing product set up
  • Assist Treasury team by identifying opportunities for streamlined approaches in product and operational delivery
  • Thorough understanding of all Treasury products and services
  • In depth understanding of all internal systems, to include but not limited to, bank core system, online banking, DocuSign, cold storage
  • Act as spokesperson for new promotions and product introductions
  • Identify sales and retention opportunities based on the customer’s needs
  • Actively sell and cross-sell bank products
  • Maintain current knowledge of bank products, services, and fees
  • Take ownership of each interaction and strive for one-call resolution
  • Assist in training on new products, services or enhancements as required
  • Maintain compliance with regulations and bank policies and procedures, including the Bank Secrecy Act (BSA) and the Office of Foreign Assets Control (OFAC) requirements
  • Actively support the ongoing development of a culturally diverse workforce
  • Work in partnership with Commercial, Business Call Center, and Branch staff to ensure bank growth through joint calling efforts resulting in sales
  • Complete other duties as assigned as determined by management to be reasonable and beneficial


PHYSICAL REQUIREMENTS

This position largely operates in a professional office environment. While performing the duties of this job, the employee is regularly required to communicate effectively with Bank customers, vendors, management, and employees. Regular use of the telephone and email for communication is essential. Remaining in a stationary position for extended periods of time is common. Must be able to accurately gather and process verbal and written information and properly prepare or inspect documents. Good manual dexterity is needed for the frequent use of common office equipment such as computer terminals, calculators, copiers and telephones. Occasional travel may be required.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information. 41 CFR 60-1.35(c)

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