Treasury Solutions Client Advocate Trainer

SUMMARY: The Client Advocate Trainer position has a key responsibility of training net-new & existing customers on Treasury Solutions Products & Services. They are also responsible for and owning and resolving complex customer issues, escalations and testing of files, while adhering to a predetermined Service Level Agreement (SLA).

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties and special projects may be assigned.

• Responsible for providing comprehensive client training with supporting guides where applicable.
• Takes ownership of complex trainings which may have multiple steps & work with multiple vendors through to completion.
• Demonstrates excellent communication and active listening skills.
• Accurately & timely document client interactions & training statuses in SalesForce/nCino.
• Ensures that the company's customers receive an exceptional level of service.
• Meets established guidelines and SLAs.
• Adheres to department policies & procedures.
• Demonstrates Client-Centric business acumen.
• Deep understanding of the supported market segments.
• Displays empathy.
• Solution-oriented when resolving client issues.
• Builds rapport with internal/external clients.
• Accountable to resolutions.
• Responsible for Training Net-New & Existing clients on the following TS Product line-up (Others as needed).
• Performs file testing for files such as ACH and Positive Pay.
• Performs scanner reinstallations.
• Online Platform (Reporting, Navigation, User Entitlements, and General Inquiries).
• Client Research Requests (Nautilus, Aperio, BFS, and other bank applications).
• Remote Deposit (Install and diagnose issues).
• BillPay (Registration & Walkthrough).
• ACH (NACHA files & constructed).
• Anti-Fraud Products - Positive Pay (CSV & Fixed Record format) & ACH Alerts (Credit & Debit).
• Wires (Domestic, International, and FX).
• Remote Official Check (Install & Diagnose Issues).
• Commercial Center payment release.
• E-Sam (Sub-Acct opening/liquidating).
• SFTP Connectivity to include ISO/EDI/NACHA Payments & BAI previous day/Intraday file push.
• Adheres to and complies with applicable, federal and state laws, regulations and guidance, including those related to anti-money laundering (i.e. Bank Secrecy Act, US PATRIOT Act, etc.).
• Adheres to Bank policies and procedures and completes required training.
• Identifies and reports suspicious activity.

EDUCATION

HS Diploma required, Bachelor's degree preferred.

EXPERIENCE

• 5+ years of Call Center experience including at least 5 years of Commercial products experience required.
• 3+ years of client training within the FINTECH or Banking Industries required.
• Treasury Solutions / Cash Management products experience required.
• Customer training experience required.

KNOWLEDGE, SKILLS AND ABILITIES

• Strong communication and active listening skills.
• Ability to multi-task, prioritize, and manage time effectively.
• Attention to detail.
• Solutions oriented.