Treasury Management Services Support Spc 1

Job Summary

The Treasury Management (TM) Support Specialist 1 will provide high-level client support and help maintain back office support for all Treasury Management products and services, including operations processes. The TM Support Specialist 1 will assist consumer and business clients with TM services including but not limited to Online Banking, Mobile Banking, Bill Pay, Remote Deposit Capture, ACH, and Positive Pay. The TM Support Specialist I helps with on-going support of TM services via phone calls and/or email requests for new and existing clients. The TM Support Specialist 1 will also be responsible for assisting TMS Management, TMS Product Manager, and TMS Sales Support Associate as directed.

Essential Duties

• Provide client support for all Treasury Management products and services including calls (e.g., internal and external client calls), coordinating support with TM Fulfillment
• Continue to develop knowledge on all Treasury Management products and services, including Treasury Management setup and back office/client facing system functionalities
• Helps support internal TMS Support and Call Center employees
• Help maintain new client relationships through the various department administrative systems
• Works with TM Support Specialist 3 or TMS Management to help maintain quality control of internal and external calls by supporting the call queues
• Back up other department responsibilities to include projects and other duties as assigned
• Communicate issues to TM Support Specialist 3 or TMS Management about Online Banking vendors when additional support is needed
• Strong client service skills, communication skills, basic business writing skills, attention to detail and the ability to prioritize
• Assist TM Support Specialist 3 or TMS Management troubleshoot issues, identifying and mitigating risks.
• Develop strong knowledge of Bank and TM products, internal policies and procedures to professionally respond to client and branch inquiries
• Support User Acceptance Testing (UAT) of Treasury Management products, services and systems, including releases and enhancements
• Document internal and external requests (BOSS), including but not limited to:
• Requests received via centralized email inbox
• Requests from clients from calls
• Service event requests through a Bank specified software
• Work with TM Support Specialist 3 or TMS Management to open cases with Online Banking vendor via telephone or web whenever outside assistance is needed. Support follow-up until resolution is completed
• Start learning how to develop the ability to assess; troubleshoot and/or resolve technical issues with ACH, RDC and wire transfers with support of the TM Support Specialist 3
• Strong interpersonal skills, the ability to take a lead role on projects and an aptitude for using technology to automate processes when beneficial
• Learn how to review online activities via Patrol
• Perform other duties/projects as assigned by TMS Management

Complies with all State and Federal Banking regulatory requirements, including but not limited to: BSA, Anti-Money Laundering OFAC, CIP, Financial Elder Abuse Reporting, Sexual Harassment, Information Security and privacy requirements. This position will elevate suspicious activity to supervisory staff and/or BSA department. Completes compliance and other technical training workshops as assigned.

Required Knowledge

• Regulation CC
• Regulation D
• Regulation DD
• Regulation E (EFT) Overview
• Bank Secrecy Act
• Privacy Act
• FFIEC
• FDIC Insurance

Basic Knowledge, Skills and Abilities

• Proficient in MS Office; Word, Excel, PowerPoint
• Knowledgeable of Treasury Management products/services
• Highly motivated and self-driven individual who can think strategically, operate independently and take accountability for the function
• Ability to motivate, influence and collaborate with others both internally and externally
• Must have ability to multi-task in a fast paced environment and prioritize your focus on most impactful activities while meeting deadlines
• Strong oral and written communication skills when interacting with internal and external clients
• Strong analytical, critical thinking and problem solving skills
• Travel, as required
• Demonstrates a commitment to Client Relationship Buildingin all areas of job performance
• Proven propensity to learn new technologies and skills quickly
• Critical Thinking, Judgment & Problem Solving Skills
• Ability to respectfully communicate with Management and Co-workers
• Exceptionally organized, efficient and detail oriented
• Excellent Customer Service Skills
• Excellent leadership and team building skills
• Motivating/Coaching Skills

Officer Title Eligibility

For qualified positions, the Bank may designate Officer Titles to employees who meet defined competencies for an eligible position. This position is not eligible for an Officer Title.

Equipment Operated

• Desk top Computers
• 10 Key Machines
• Standard Office Equipment (copiers, fax machines)

Physical Requirements & Work Environment

• Requires sitting for prolong periods of time
• Requires lifting up to 5lb
• Office setting w/controlled temperature

Education & Experience

• High School Diploma
• Preferred candidate must have three (2 to 3) years of relevant Treasury Management experience; preferably in Treasury Management operation

As a part of the Bank's internal control systems, employees holding sensitive positions are required to be absent from their duties for a minimum of two consecutive weeks each year. This position has been deemed to meet the test for a sensitive position, and therefore you will be required to meet the minimum absence requirement each and every year.

This job description is not intended to be all-inclusive, and employees will be required to perform additional related work duties as assigned by their immediate supervisor and/or management.

Farmers and Merchants Bank of Long Beach reserves the right to revise or change job duties and responsibilities as the need arises. This job description does not constitute a written or implied contract of employment.

July 19, 2023