PRIMARY PURPOSE OF JOB
The Treasury Management Customer Service Representative position is primarily responsible for the ongoing servicing of a portfolio of Treasury Management clients by dedicated markets. With extensive knowledge of all Treasury Management products, including online banking, ACH, Remote Deposit, Lockbox, Positive Pay, and CDARS/ICS. The Treasury Management Customer Service Specialist functions as the primary day to day direct contact for Southern Bank Treasury Management clients within their designated market, with advanced cross-selling opportunities
EXPECTATIONS OF ALL SOUTHERN BANK TEAM MEMBERS
- Southern Bank team members are a family, rooted in the communities we serve and working together to be the best in our industry, utilizing innovative ideas and strong products. The Southern Bank Patch illustrates these ideals.
- Ensures the confidentiality of customer non-public personal information and secures information systems to comply with bank regulations.
ESSENTIAL FUNCTIONS AND PERFORMANCE AREAS
- Completes all complex and urgent requests for clients within their dedicated portfolio service level agreements;
- Communicates effectively with all internal and external customers on pending items and issues with Treasury Management accounts and products;
- Communicate effectively and timely with clients on any impacting update that could affect their day to day operations;
- Tracks client interactions for both implementation and service for reporting and analysis;
- Orders and verifies receipt of customer supply orders (i.e. check scanners, checks, deposit slips, endorsement stamps, etc.);
- Identifies cross-selling opportunities to support growth of the Bank;
- Identifies and escalates product outages through proper channels;
- Assists with maintaining Treasury Management procedures and product guides;
- Participates in the development and implementation of sales promotions and campaigns; and,
- Recommends any process changes to improve efficiencies and enhance customer service treasury management products.
KNOWLEDGE, SKILLS AND ABILITIES
- Strong leadership and relationship building skills;
- Take initiative to identify and anticipate client needs and make recommendations for servicing;
- Time Management with emphasis on organization;
- Individual must be able to work independently and be a self-starter;
- Ability to communicate with a clear, audible speaking voice, ability to read and comprehend handwritten forms, and the ability to hear instructions or requests;
- Extensive knowledge of TM Products and Services; and,
- Proficiency in Microsoft Office Products, Word, Excel, and Outlook.
EDUCATION, TRAINING AND EXPERIENCE REQUIREMENTS
- High School Diploma or equivalent
- 3-5 years of applicable and exceptional customer-facing experience
CORE COMPETENCIES
Family & Trust: Southern Bank team members build relationships based on trust and mutual respect, maintain an inclusive and honest environment and uphold integrity and transparency in all interactions.
Rooted & Service: Southern Bank team members are committed to serving customers, communities and teams with purpose, professionalism, and respect, while effectively communicating and actively listening to meet their needs.
Innovation & Strength: Southern Bank team members foster collaboration and continuous improvement, encourage visionary thinking, and strive for excellence to drive the organization forward.
Building Customer Loyalty: Effectively meeting customer needs; building productive customer relationships; taking responsibility for customer satisfaction and loyalty.
Applied Learning: Assimilating and applying new job-related information in a timely manner.
Quality Orientation: Accomplishing tasks by considering all areas involved, no matter how small; showing concern for all aspects of the job; accurately checking processes and tasks; being watchful over a period of time.