Treasury Management Support Specialist II

Location: This position can be located in St. Petersburg, Boca Raton or Stuart, FL.

This is a hybrid position (3 days in the office/2 days remote).

This role will serve in a capacity of supporting Treasury Management primarily by completing research and maintenance for Treasury services, auditing maintenance and performing transactional reviews.

Team member will provide operational and customer support that includes: technical support, troubleshooting, and expedited service requests. This role may serve as back up to TM Implementations or may provide additional support for TM Customer Care team (primarily during migration periods).

Responsibilities

• Maintains comprehensive understanding of all TM documentation, TM process(es)/procedures to include adherence to signing authority/controls.

• Reviews maintenance requests, completes maintenance requests timely with attention to detail.
• Processes orders for replacements scanners and return labels
• Researches ACH account entries. Processes ACH offset entries as needed and performs maintenance to Core, Tracker or Online platform(s) as needed.
• Researches non post of RDC transactions, performs maintenance to RDC platforms as needed.

• Completes account servicing requests with a high degree of customer satisfaction.
• Reviews hourly ACH reports to ensure transmissions are occurring as anticipated.
• Review Positive Pay alerts daily and manages/coordinates deadline customer reachout efforts
• Compiles daily, weekly and monthly reports as requested.
• Maintains knowledge of customer facing technology with the ability to discuss with and enroll customers in self-service products/processes, including, but not limited to internet, telephone, smart phone/tablet applications, debit card, ATM, ACH, Remote Deposit Capture (RDC) and P2P.
• Maintains knowledge of RDC equipment and processing. Works with customers and bank associates to troubleshoot RDC related issues.
• Educates customers and bank associates on features and benefits of TM products and services. Trains customers and bank associates on TM product utilization.
• Identifies internal and external customer service related issues, finds solutions to problems, and drives issues to resolution, creating an outstanding customer service outcome during each interaction.
• Exhibits strong work ethics and teamwork, collaborating with other associates within the branch and across the organization.

• Manages Next Day Funding files processed through Seacoast Bank's Merchant Services vendor, ensuring files received by FIS match the files sent by the vendor. Approves or declines transactions based on matching and credits customer accounts accordingly.
• Maintains knowledge of TM billing and is able to assist with billing resolve/inquiries for customers and bank associates.
• Resolves problems or discrepancies on customer accounts in a timely manner.
• Schedule and prioritize work activities, effectively handling frequent interruptions while following up on commitments in a timely manner.
• Adheres to Seacoast National Bank's Code of Conduct.
• Adheres to the highest legal and ethical standards applicable to our industry while observing both the spirit and letter of all government regulations, laws and bank policies and procedures.
• Conducts and manages outbound and inbound customer phone conversations to help explain TM products and services, respond to technical questions, and conduct account research
• Completes other tasks as assigned.

• Is seen as an expert in the position, having a full understanding of each component of the job and assists others in learning job duties.
• Participates in committees both within and outside the scope of the role and department. Is utilized as a useful resource for other departments and internal customers and is leveraged to educate others regarding TM products, services, sales techniques, and processes.
• Continues to educate oneself in TM policies, procedures, processes, product knowledge, and industry advancements. Works towards learning additional functions within other TM departments including Implementation, Lockbox and Merchant Services.

Requirements

• High School diploma or equivalent, with minimum of 4 years of previous experience in customer service or banking related fields.
• Must be proficient in bank operations and regulations, have an excellent understanding of banking and TM related products and services.
• Must have a flexible schedule, able to work during all days and hours of operations, including weekends and occasional non-bank operational hours.
• Excellent oral and written communication skills. Listens in order to clarify information; Sends both written and verbal messages in a clear manner, asks questions to test for clarity and understanding.

• Capable of dealing with complex business banking needs through a complete understanding of Treasury Management products and services; including how and why businesses utilize them.

• Strong customer service skills.
• Possess good judgment and decision-making ability. Makes timely and accurate decisions with readily available information and within clearly defined parameters, knows when to escalate matters, determines the priorities and acts within the agreed upon time frame, applies and achieves agreed upon standards of quality, identifies choices from a range of previously made decisions and selects the one which bests fits the needs of the situation.
• Effective organizational, problem solving and analysis skills. Organizes own work in order to complete routine tasks, establishes priorities and plans based on knowledge of team/departmental plans, seeks input from others in order to improve the plan.
• Ability to handle multiple tasks simultaneously in a fast paced, diverse and growth-oriented environment.
• Good interpersonal skills. Adjusts comfortably to demanding situations; is patient, remains focused on resolving issues rather than defending positions.
• Ability to work independently. Generally exudes self-confidence: Works with little supervision, appears confident, and presents oneself with assurance.
• Ability to maintain a high degree of confidentiality.
• Work independently, requiring supervisory approval in unusual or sensitive situations.

• Strong customer service, operational, and telephone skills.

• Must be proficient in PC functions including MS Word, Excel, PowerPoint, Outlook and all bank related systems with the ability to learn other computer systems/programs quickly.

The Statements above are intended to describe the general nature and level of work being performed by people assigned to this position. They are not intended to be an exhaustive list of responsibilities, duties, and skills. Because these statements are general, the job description is used for a variety of purposes including job evaluations; performance reviews; recruitment; etc. All Associates are required to adhere to the highest legal and ethical standards applicable to our industry. It is the policy of Seacoast Bank that all Associates will be familiar and compliant with all regulatory, legal, ethical and Bank risk mitigation requirements pertaining to both our industry and their individual roles. This includes the on time, successful completion of annual required training post-hire and effective execution of role responsibilities.

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