Treasury Mgmt. Client Service Manager
- Employer
- Alerus Financial
- Location
- Minnesota
- Salary
- Join our team!
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- Industry
- Financial Services and Banking
- Role
- Manager
- Job Type
- Long-Term
- Hours
- Full Time
Job Details
Position Summary:
The Treasury Management (TM) Client Service Manager will be responsible for managing, mentoring and developing the individuals who are part of the highly specialized Treasury Management Client Service team. This position manages team performance and prioritizes workflow. In addition, this individual is responsible for managing the client experience related to TM customer service. This position requires an in-depth working technical knowledge of all treasury management products, services, and systems.
Essential Responsibilities:
Job Function 1: Supervision of the Treasury Management Client Service Team - 60%
- Monitors incoming and outgoing client calls and emails, ensuring that they are answered timely, courteously, and accurately.
- Monitors incoming requests for TM product maintenance, ensuring the request is fully vetted through the Client Identification Verification process and then executed timely and accurately.
- Acts as a technical resource and subject matter expert on TM products, services, and systems.
- Provides guidance to the TM Client Service team when handling more complex client calls/issues and or concerns; handles customer service problems or complaints that the agents are unable to resolve.
- Supervises staff including training, performance monitoring, and coaching.
- Schedules/assigns work and monitors workflow ensuring all daily operational functions are completed in a timely manner; provides coverage when needed.
- Manages the department's central workflow queue, ensuring customer inquiries and/or complaints are responded to promptly and courteously or are redirected to TM Operations as necessary.
- Manages team staffing levels by identifying and quantifying the number of FTE required to meet all TM Client Service's service level agreements, recruiting, interviewing and hiring as needed.
- Prepares statistical reports and other information as needed or requested.
- Joint service calls with Treasury Management staff and/or client, as needed.
- Develop, monitor, and maintain a TM Client Service quality assurance program.
- Proactively identify opportunities to improve efficiencies and develops a plan for achieving those gained efficiencies.
- Develops strong partnership with TM partners, Bank Operations, IT, Risk and Compliance and Lines of Business.
- Maintain written procedures of Treasury Management Service Center.
Job Function 2: Client Service - 30%
- Provide extraordinary and memorable service to internal and external clients via telephone, email, and chat channels.
- Recognize opportunities and refer to sales team as appropriate.
- Demonstrate and maintain outstanding verbal, written and telephone skills.
- Projects related to online banking delivery channel, client/user set-ups and entitlements.
Job Function 3: Technical and Industry Knowledge - 10%
- Maintain in-depth knowledge of banking and treasury management products and services.
- Ensure employees are appropriately trained and conduct regular training sessions.
- Assist with testing of software releases, new product offerings prior to moving into production.
- Projects related to online banking delivery channel, client and user set-ups and entitlements.
Position Requirements:
Qualifications:
- Bachelor's degree with coursework in business, finance, and/or accounting or equivalent work experience.
- 5+ years of Treasury Management experience in service, support, product or sales role preferred.
- Supervisor/Leadership experience required.
- General understanding of bank operations.
- Certified Treasury Professional (CTP) or Accredited ACH Processional (AAP) designation preferred.
- Strong team member coaching and development experience.
- Project Management experience.
- Ability to make quick and effective decisions, identify problems, think creatively and strategically.
- Excellent oral and written communication and presentation skills.
- Extensive technical experience with TM software applications.
- Demonstrated client service experience required.
- Strong attention to detail and organization skills.
- Self-starter.
- Proficient with Microsoft products such as Excel, Word and PowerPoint, Outlook and Microsoft 365.
Personal Characteristics:
- Persuasive, encouraging and motivating.
- Self-motivated; self-starter.
- Ability to communicate effectively with clients and co-workers.
- Ability to work independently while supporting a collaborative, team-oriented environment.
- Reliable follow through without supervision.
- High attention to detail.
- Resourceful.
- Work well in team environment.
- Time management skills.
Physical Demands - Must be met with or without a reasonable accommodation:
- Extended periods of time sitting at a desk and using office equipment.
- Ability to operate a personal computer/laptop for approximately 8 hours per day.
- Extended time is spent reviewing documents, both actual papers or electronic.
- The employee is occasionally required to stand, walk, reach with arms and hands, climb or balance, and to stoop, kneel, crouch or crawl. Vision abilities required by this job include close vision.
- Periodically, may also do light lifting of supplies and materials which weighs in at approximately 20 lbs.
- Will spend most of time in an indoor environment.
Alerus Financial is an Equal Opportunity Employer of women, minorities, protected veterans and individuals with disabilities.
Company
Alerus is a company that will challenge you to be at your best and where your efforts have real, tangible effects. Our culture is one of collaboration, innovation, forward-thinking, and giving back. And, as a growing company with a presence in markets from New Hampshire to Arizona, we offer a broad range of opportunities for you to travel the career path that matches your abilities, interests, and goals.
What is the current company culture like?
While our footprint spans North Dakota, Minnesota, Arizona, New Hampshire, and Michigan, we still operate like a small company. In other words, every single person on our team matters. Our employees create our culture.
What skills, education, and experiences does your ideal candidate(s) have? Each position has their own specific requirements and qualifications. In addition to those, Alerus seeks people who live out our fundamental beliefs every day: do the right thing, cherish people, empower with knowledge, respect everyone, serve with passion, and embrace change.
How would you describe the company leadership/team management? Alerus has a diverse executive and leadership team. Each leader comes with a wealth of experience and knowledge within their field to help their teams succeed. Alerus leaders, including our C*Suite executives, maintain regular communication with employees on company updates and goals.
Where do you see the company/organization in the upcoming years? Alerus has bank and office locations in North Dakota, Minnesota, Michigan, New Hampshire and Arizona. While we continue to serve our clients in these states we also look to grow our national footprint to best serve clients wherever they may live.
What do you feel candidates need to know about the company before applying? Alerus is more than just a bank and offers many products for our clients including personal & business banking, mortgages, wealth management and retirement savings. We continue to grow and expand but still maintain and operate with a small business feel. We would not have continued success without our employees and all the hard work they do to serve our clients with passion.
See the current Alerus job openings below!
- Website
- https://alerus.com/
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