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TM Client Support Specialist II

4 months ago

Indiana, United States First Commonwealth Bank Full time

Handles incoming service calls from Treasury Management clients, or potential Treasury Management clients, having questions regarding their current accounts and/or services. Completes client follow up resulting from inbound calls such as account maintenance, research, and follow up on information requests. Makes outbound non-sales calls to support various Treasury Management initiatives. Implements Treasury Management Products, input pricing and customer training.

Essential Job Responsibilities

1. Performs the onboarding and maintenance of Treasury Management products and services, including:

a. Business Online Banking

b. TM Online

c. ACH Origination

d. Wires

e. Positive Pay

f. Lockbox

g. Cash Vault

h. Remote Deposit Capture

i. BAI

j. EDI

k. Sweeps

l. CDARS

2. Implements Account Analysis pricing as instructed by TMO and/or TM Service Specialist (TMSS)

3. Conducts client training for Treasury Management products and services

4. Assists with demos for potential TM clients

5. Handles incoming service calls from Treasury Management clients including but not limited to:

a. TM Platform access issues and inquiries

b. Troubleshooting

c. Password Resets

d. Existing deposit and loan account inquiries

e. Account inquiries

6. Completes client follow-up resulting from inbound calls (i.e. account maintenance requests, records research, appropriate mailings, outbound calls to other departments, and calls back to clients.

7. Makes outbound client service and support calls.

8. Works with Treasury Management vendors to troubleshoot issues

9. Executes trades for Mutual Fund Sweep product

10. Tests and validates file formats and layouts to ensure system compatibility

11.Initiates and actively participates in client conversations to identify and appropriately address client needs.

12. Identify additional customer needs through interaction and send follow-up to Treasury Management Sales.

13. Performs and documents User Acceptance Testing on TM products.

14. Aids in the development, implementation, maintenance and enforcement of procedures.

Bona Fide Occupational Qualifications

1. High school diploma or equivalent required. Three (3) years of experience in Treasury Management, Accounting or related field is preferred

2. Above average analytical ability.

3. Proficient reading, writing, and grammar skills; proficient analytical and mathematical skills; proficient communicative and interpersonal relations skills.

4. May be eligible for Telecommuting.



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)