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Treasury Management Support Specialist

Company: Umpqua Bank
Location: Spokane
Posted on: September 2, 2020

Job Description:

JOB PURPOSE Provide specialized and technical support to Treasury Management customers for all products and services. Conduct product training via webinar to new and existing customers. Process customer modifications on existing services through department work flow. Act as liaison with internal departments in helping Treasury Management customers and provide assist on products and services. ESSENTIAL DUTIES AND RESPONSIBILITIES * Facilitate product training via webinar for new treasury management customers. Provide any technical support during the training to install drivers/software. Assist with file mapping and other complex product needs. * Responsible for providing ongoing technical support for treasury management products and services which can be complex in nature. Troubleshoot file mapping and advise on necessary changes. * Responsible for submitting customer modification requests to update services through department work flow tool accurately within established service level agreements. * Takes the lead on assignments that are moderate to complex in nature where judgment is required in resolving problems and making routine recommendations. * Responsible for assisting merchant service customers with tier one support. Submit merchant service maintenance requests, research risk holds, program and support loaner scanner for customers. * May be asked to coach, mentor or train others and teach coursework as subject matter expert. * Responsible for managing multiple email inboxes within Treasury Management, including assisting with account analysis and fee research responding in a timely manner using established email etiquette. * Assist Treasury Management Consultants, Relationship Managers and other internal partners with customer research, issue resolution and questions regarding treasury management product and services. * Answer incoming calls from treasury management customers and internal staff delivering exceptional service that exceeds the caller's expectations. Handle calls with professionalism, demonstrating a sense of ownership, with a goal of one call resolution achieving established service standards. * Communicate issues directly to vendors for additional support and problem resolution when necessary. * Serve a liaison between assigned department and other areas of the bank to resolve transaction disputes/inquiries and payment processing issues. * Demonstrates compliance with all bank regulations for assigned job function and applies to designated job responsibilities -- knowledge may be gained through coursework and on-the-job training. Keeps up to date on regulation changes. * Follows all Bank policies and procedures, compliance regulations, and completes all required annual or job-specific training. * Maintain a working knowledge of Bank's written policies and procedures regarding Bank Secrecy Act, Regulation CC, Regulation E, Bank Security and other regulations as applicable to this job description. * May be asked to coach, mentor, or train others and teach coursework as subject matter expert. * Actively learns, demonstrates, and fosters the Umpqua corporate culture in all actions and words. * Takes personal initiative and is a positive example for others to emulate. * Embraces our vision to become "The World's Greatest Bank." * May perform other duties as assigned. SUPERVISORY RESPONSIBILITIES None. REQUIRED KNOWLEDGE, SKILLS AND ABILITIES * High school diploma or GED required. * 1-3 years of banking experience in stores or other areas with high level of customer contact. * Possess strong customer service, interpersonal and organizational skills. * Possess excellent written and verbal communication skills. * Knowledge of treasury management, merchant services, banking products and services and technical computer software. * Knowledge of general business practices as pertains to accounting and financial practices including interest rate impact and account analysis. * Ability to address and resolve simultaneous requests for assistance, requiring strong coordination and follow up skills. * Profiency in word processing, spreadsheet and industry-specific software. PHYSICAL AND ENVIRONMENTAL DEMANDS * Office environment -- no specific or unusual physical or environmental demands. * Occasional travel. Umpqua Bank is committed to employing a diverse workforce. Qualified applicants will receive consideration without regard to race, color, religion, sex, national origin, age, sexual orientation, gender identity, gender expression, protected veteran status, or disability. We maintain a drug-free workplace and may perform pre-employment substance abuse testing. #LI-MH1

Keywords: Umpqua Bank, Spokane , Treasury Management Support Specialist, Accounting, Auditing , Spokane, Washington

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