Treasury Management Support Manager

Position Purpose:

The Treasury Management Support Manager is responsible for performing best in class customer service and support related to Treasury Management (TM) products and services for the bank. Responsible for customer support and training for all TM products and services including, but not limited to, ACH Origination, Remote Deposit Capture, Online Wire Transfers, ACH and Check Positive Pay, and Commercial Online Banking.

Job Duties and Responsibilities:

• Provide exceptional customer service to external and internal customers.  
• Complete all product and service implementations, modifications, and deletions, including but not limited to reviewing documents for accuracy and completeness, inputting data into all related systems, auditing input, and scanning documents accurately and according to procedure.
• Provide support and training to clients for most TM products and services over the phone, remotely using web conferencing software, and as needed, in person.
• Develop TM staff through effective leadership and thorough understanding of employee needs and values.
• Assist clients with file format setup and support for ACH and Positive Pay as needed.
• Answer incoming calls and respond to requests received by phone and email from internal and external customers.
• Communicate and escalate issues as appropriate to management.
• Perform a variety of routine daily task including, but not limited to validating ACH Warehouse, review Positive Pay exceptions, Virtual Vault entries, Remote Deposit exceptions, and Large Item reviews.
• Provide ongoing education to our ACH Originators to remain compliant with NACHA Rules and Regulations.   
• Monitor all customer calls to ensure calls are answered in a timely manner and the information provided is accurate.
• Role will include testing system upgrades and enhancements and then reporting findings to IT and other business units.
• Responsible for interviewing, hiring, onboarding, training, ongoing coaching, and conducting periodic and annual performance reviews for direct reports.
• Provide thought leadership on new initiatives and/or process improvements.
• Create and document procedures and workflows.
• Maintain knowledge of and ensure compliance with applicable regulatory requirements and internal policies and procedures.
• Meet personal SMART goals.
• Complete annual training as required.
• Other duties as assigned.

Skills and Abilities Required:

• High level of professionalism.
• Interpersonal/service-oriented skills and aptitude.
• Ability to build professional relationships with coworkers and customers.
• High integrity and outstanding work ethic; ability to maintain confidentiality is a requirement. 
• Ability to make timely, accurate and quality decisions.
• Excellent written and oral communication skills as well as the ability to read and understand policies and procedures.
• Strong attention to detail.
• Strong computer skills: ability to work efficiently within multiple systems at the same time which include internal/external applications and Microsoft Office Suite.
• Proactive; desire to identify opportunities rather than react to problems.
• Ability to respond in a fast-paced, fluid environment while maintaining a service-oriented mindset and excellent organizational skills.
• Strong sense of initiative; self-motivated.

Experience and Education Requirements:

• Bachelor’s Degree and/or the equivalent of education and experience.
• Minimum of five (5) years’ experience of related management and/or supervisory experience.
• Minimum of three (3) years’ experience in Treasury Management Sales or Treasury Management Support.

Physical Requirements:

• Typically requires sitting for long periods of time with intermittent stooping, bending, and walking.
• May occasionally lift up to 25 pounds which may include the need for independent mobility to: bend, reach, or kneel.
• Visual and auditory skills are required.
• Ability to travel within the markets on a regular basis.
• May be required to work some evenings and/or weekends as necessary.

Performance Standards:

• Accuracy: Precision of work performed.
• Responsiveness: Timeliness of work completed.
• Relationships: Ability to work well and build relationships with other employees and customers.
• Guidance: Job knowledge and ability to provide guidance to employees.

Firstar Bank is proud to be an Equal Opportunity Employer: EEO/M/F/Disabled/Vets