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Treasury Management Support Representative Ii

Company

First Hawaiian Bank
Address , , Hi
Employment type
Salary
Expires 2023-10-04
Posted at 8 months ago
Job Description

We are seeking a highly motivated and customer-focused individual to join our team as a Treasury Management Services Specialist. In this role, you will be responsible for providing exceptional customer service, processing, research, analysis, follow-up, account maintenance, and technical support to our Treasury Management Services clients, including small businesses, commercial clients, and wholesale clients. You will play a key role in managing client inquiries, resolving issues, and ensuring the smooth operation of complex Treasury Management products and services. Additionally, you will collaborate with other team members to address inquiries for services beyond Treasury Management.

Essential Position Accountabilities:

  • Knowledge of Treasury Management Services: You will develop a comprehensive understanding of up to five Treasury Management Services offered to small business, commercial, and wholesale clients. This knowledge will enable you to troubleshoot, research, and resolve anomalies related to these services. You should be proficient enough to clearly articulate the attributes, benefits, processes, and systems associated with these services. (30% of time)
  • Customer Service and Support: You will provide exceptional customer service and support to Treasury Management Services clients, independently handling up to 30% of the services. Your responsibilities will include assisting clients with installation, implementation, and training of Treasury Management products and services, both onsite, over the phone, and in writing. You will also complete and maintain required documentation, set up automatic billing, resolve customer inquiries and issues promptly and accurately, and ensure that appropriate corrective actions are taken. Additionally, you will collaborate with other team members to address inquiries for additional Treasury Management Services. (30% of time)
  • Responding to Referrals and Inquiries: You will promptly respond to and fulfill referrals, requests, and inquiries from branches, Commercial Banking, and Wholesale Banking regarding all Treasury Management products and services. Your role will involve providing complete and accurate responses, educating stakeholders, setting expectations, and following up as needed. You will also identify opportunities to provide consultation, identify new business needs, and recommend suitable products or services. Furthermore, you will provide direction and documentation for service and process changes. (25% of time)
  • Technical and Operational Support: You will provide technical, operational, and application support for all systems used in the provisioning of Treasury Management services. This includes collaborating with client accounting staff, finance staff, Chief Financial Officers, and internal operational and banker front-line staff. Your responsibilities will involve troubleshooting and resolving issues to ensure seamless service delivery. (15% of time)

Marginal Job Duties and Responsibilities:

In addition to the essential accountabilities, you may be assigned the following duties:

  • Participation in testing for new systems, system upgrades, and client implementations
  • Collaboration on client and internal projects as assigned
  • Miscellaneous tasks as assigned by Supervisor

Job Specifications:

Required Education or Equivalent Experience:

  • Bachelor's degree in Business or Information Technology related field, or equivalent work experience

Preferred Education or Equivalent Experience:

  • 5 years of experience servicing business customers
  • Strong working knowledge of treasury management products/services

Required Experience:

  • Three years of banking service experience in one or more of the following areas: Commercial deposits, Commercial loans, Cash Management Services, Call Center, Customer Support, Business Customer Support
  • Valid driver's license required

Field of Experience:

  • Knowledge of or ability to use Bank software and systems
  • Internal contact with Branch Managers, Department Managers, Service Managers, and Lending Officers
  • Frequent interaction with diverse individuals and business customers, including client accounting teams, finance teams, and Chief Financial Officers