About the position Serves as primary contact for top tier Treasury clients providing a positive experience that leads to high satisfaction. Maintains client accounts and serves as the main point of contact in all matters related to daily cash management needs after onboarding. Builds meaningful, long-lasting relationships to move the business forward. Primary focus on customer retention and continuous growth of relationships. Serves as key line of defense for escalations and responds quickly to elevated concerns. Researches and resolves potential product impacts to the use of Treasury solutions and impacts from the vendor or operational failures. Works closely with internal cross-functional partners and external vendors as required. Works hand in hand with Treasury partners to maintain high customer satisfaction levels which extends to lifelong value.

Responsibilities

• Provides consultative approach to top clients as an extension of the Treasury Management sales team. Greets customers over the phone and establishes a connection. Develops rapport while providing an outstanding personalized customer experience.
• Makes outbound calls to clients to build relationships and provide proactive notifications regarding upcoming conversion events, significant changes related to Treasury campaigns or new product offerings. Utilizes analytical skills to ensure next steps are clear and concise for the betterment of the client's course of action.
• Executes a full evaluation of the client's current solutions and provides guidance to consider additional services that can add value for the client's needs. Ensures clients understand the solutions, benefits and value. Provides training to clients for full competency on treasury solutions.
• Conducts proper analysis and maintenance of accounts for an operational and technical aspect of complex treasury solutions. Provides clear and concise documentation while achieving the highest level of quality care. Regularly meets with other team members to discuss progress and find new ways to improve business.
• Partners with sales, support, operations to execute a superior level of support to top Treasury clients. Identifies opportunities to add efficiency and automation to current processes in partnership with the sales team.
• Complies with all communications and directives in a timely manner. Communicates with leadership and team members in support of a positive and collaborative team environment. Performs all duties in compliance with policies, processes, regulations and requirements.
• Troubleshoot treasury product gaps, errors and issues. Engages product and operations partners as needed.
• Escalates urgent matters to management and communicates status in a timely manner to clients and partners.
• Participates in special projects to ensure the client experience continues to evolve for profitable long-term clients.
• Identifies cross-sell, up-sell and renewal opportunities via referral to sales team to ensure continuous support for growth of client successes and improvement.
• Assists clients with inquiries and provides issue resolution in a professional and composed manner. Listens carefully to clients to understand the full scope of the inquiry.
• Each team member is expected to be aware of risk within their functional area. This includes observing all policies, procedures, laws, regulations and risk limits specific to their role. Additionally, they should raise and report known or suspected violations to the appropriate Company authority in a timely fashion.
• Performs other related duties as required.

Requirements

• High school diploma or equivalent.
• Three years of treasury payment services customer service experience, troubleshooting, researching and resolving errors or issues on Treasury platforms including experience building and nurturing relationships with clients and partners, encouraging new and repeat business opportunities.
• Knowledge of Treasury Management product and service with emphasis on accelerated payables and receivables
• Project management skills to plan, execute and complete a project
• Problem-solving skills
• Ability to work independently with a clear plan of action to ensure work is prioritized and deadlines are met
• Strong interpersonal skills including client relationship development