The Director of Treasury Management Operations and Support position is responsible for overseeing the day-to-day activities of the Treasury Management Support Department which focuses on supporting Treasury Management Customers and Products. The Director of Treasury Management Operations and Support leads their team by example in providing exceptional customer service in all aspects of the position. The position is responsible to make sure they are knowledgeable and that their team is also knowledgeable in the following areas: answering customer questions, providing support, setting up new services, and providing ongoing maintenance for Treasury Management customers on products including but not limited to: Business Deposit Products, Business Digital Banking, Multiple User, Mobile Banking, Mobile Deposit Capture, Business Bill Pay, Business Debit Card, ACH, Wires, Positive Pay, Remote Deposit Capture, Zero Balance Accounts, Account Reconciliation, ICS, CDARS, ICS Sweep, and any future banking products. The Director of Treasury Management Operations and Support is a subject matter expert in all of these products and the technology surrounding them. The Director of Treasury Management Operations and Support also oversees necessary reporting, compliance, and risk management responsibilities associated with these products including completing required compliance testing. The incumbent is required to ensure the Treasury Management Support Department follows the Bank’s established policies and procedures relating to information technology and customer information security. The position requires working with confidential Bank and customer information on a daily basis and regularly driving a motorized vehicle to various Bank locations and other job-related functions.
To perform this job successfully, an individual must be able to perform each of the following essential duties satisfactorily. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions of the position:
- Ensure that the Treasury Management Support Department consistently provides exceptional customer service to both internal and external customers at all times while following the established customer service program. Model these behaviors, coach the team for improvement, and lead by example in assisting internal and external customers, as well as also assisting the customer care team with daily duties as needed.
- Work closely with the Treasury Management Sales Team and Manager to ensure open communication and coordination in accomplishing Bank business goals and to expand customer base in the designated area.
- Represent the Bank in a professional manner at all times while performing duties.
- Ensure the Treasury Management Support Department follows established policies and procedures as to confidential Bank and customer information to minimize risk to the Bank at all times. Ensure that the Department maintains the privacy and confidentiality of customer information.
- Make certain the Department follows appropriate compliance and audit guidelines for Treasury Management Products. Ensures compliance testing is current, accurate, and complete.
- Serve as a subject matter expert in performing a wide variety of maintenance functions related to Treasury Management Products on a multitude of systems and programs. Ensure team is trained on all necessary functions.
- Ensure team stays up to date with changes impacting customers and communicates with Business Development Team. Stay current on Treasury Management product offerings and pricing. Work together with Sales Team to make certain that customers and appropriate internal stakeholders are communicated with appropriately, always protecting confidential Bank and customer information.
- Organize processes and procedures for efficiency to provide superior customer service and other Bank services.
- Exercise independent judgment, maintain dual control, and review required reports to manage the Department appropriately.
- Ensure the Department works closely with the Business Development team to ensure that external and internal customers receive adequate and appropriate training. Develop internal and customer training programs and materials, while protecting confidential Bank and customer information.
- Assist with basic Merchant Services questions, and be able to refer more complex questions to the appropriate resources or department.
- Ensure that Department promptly responds to all internal and external customer requests in a timely, accurate, and professional manner, while protecting confidential Bank and customer information.
- Continuously work with team members to coach and improve performance.
- Act as a liaison and keep open communication with the Bank’s internal Fraud and Compliance Departments.
- Oversee monthly reporting on Treasury Management Products, maintaining confidentiality of Bank and customer information.
- Assist the Customer Care Department as needed on the call center phones and any other duties needed for back up to assist Digital Banking customers.
- Work with confidential Bank and customer information while performing the essential duties enumerated above.
- Routinely drive a motorized vehicle to various Bank locations and other job-related functions.
- Maintain ability to work in a constant state of alertness and in a safe manner.
This job description and the enumerated essential duties are intended to provide general guidelines for job expectations and the employee’s ability to perform the position described. This is not intended to be an exhaustive list of all functions, responsibilities, skills and abilities. Additional functions and requirements may be assigned or assumed by the incumbent as necessary to fulfill the requirements of the position.
The position of Director of Treasury Management Operations and Support is responsible for the supervision of all Departmental employees. The incumbent will use independent judgment and discretion to carry out supervisory responsibilities in accordance with the Bank's policies and applicable laws, including ensuring adherence to Equal Employment Opportunity (EEO) guidelines. The incumbent will also perform personnel actions, including performance appraisals and disciplinary actions and discharges and will interview and select candidates for employment. The incumbent will supervise the daily activities of the Support Department including, but not limited to, effectively delegating assignments, developing work schedules, and providing necessary training. The incumbent must demonstrate knowledge of and adherence to EEO policy, show respect and sensitivity for cultural differences, promote a working environment free from harassment of any type, build a diverse workforce, and support affirmative action.
The incumbent will spend most of the time performing this position in a professional office-type setting. The position duties include regularly driving a motorized vehicle, which involves exposure to the outside weather elements and moving mechanical parts, as well as some minor annoyances such as noise, odors, drafts, etc. With management approval, this position may be location-flexible or qualify for telecommuting.
This position is largely a sedentary role in which the incumbent must be able to sit at a desk in front of a computer for extended periods. The incumbent in the course of performing the essential duties of this position spends time writing, keyboarding, speaking, listening, lifting, carrying, seeing (including use of close, color and peripheral vision, depth perception, and adjusted focus), sitting, pulling, walking, standing, squatting, kneeling, and reaching.
The incumbent for this position may operate any or all of the following: telephone, smart phone, copy and fax machines, adding machine (calculator), scanner and image systems, credit card terminal, computer terminal, laptop computer, personal computer, tablet, printers, or other equipment as directed.
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.
The incumbent in this position must be able to read and understand financial documents and instruments, perform detailed work, and utilize problem-solving skills. Incumbent must also display proficiency with professional customer contact, analytical reasoning, math, language, and verbal and written communication. Incumbent must also be able to manage stress, multiple concurrent tasks, and constant interruptions.
This position is designated as a safety sensitive position because it requires the regular handling of highly sensitive and confidential Bank and customer information and operating a motor vehicle. Performing this job in a discreet, professional, and safe manner requires alertness at all times. Any lapse of attention could have a significant financial impact on the Bank and its customers, or on others while operating a motor vehicle.
These specifications are general guidelines based on the minimum experience normally considered essential to the satisfactory performance of this position. The requirements listed below are representative of the knowledge, skill and/or ability required to perform the position in a satisfactory manner.
- Bachelor’s degree (BA) or the equivalent from a college or university and at least three (3) years of related experience and/or training, or the equivalent combination of education and experience.
- Previous supervisory experience preferred. Two (2) years of supervisory experience in a specialized bank, customer service, or other financial service industry , or the equivalent experience, is strongly preferred.
- Work-related experience should consist of a background in technology related to Treasury Management products.
- Previous customer service experience preferred. Three (3) years of customer service position experience in a specialized bank or other financial service industry, or the equivalent experience, is strongly preferred.
- Familiar with the Bank’s Treasury Management products and services.
- Intermediate knowledge of related state and federal banking compliance regulations.
- Interpersonal skills to work with a diverse group and to deal with the public in a professional and courteous manner.
- Intermediate skills in computer terminal and personal computer operation, multiple host computer systems, Microsoft Windows operating system, Microsoft Office suite, mobile device system, and account opening software programs.
- Basic math skills including but not limited to the following: the ability to calculate interest and balance accounts; add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals; and locate routine mathematical errors.
- Effective verbal, written, and interpersonal communication skills with the ability to apply common sense to carry out instructions, interpret documents, understand procedures, write reports and correspondence, and communicate clearly with customers and employees.
- Excellent organizational and time management skills with the ability to provide leadership, supervision, and training for employees using positive supervisory techniques to ensure maximum productivity; demonstrated ability in organization and delegation skills.
- Ability to work with no supervision while performing duties.
- A current, non-suspended driver’s license and access to a personal motorized vehicle with appropriate insurance coverage as governed by Bank policy are required to drive in the course of performing assigned duties and responsibilities, as well as the ability and willingness to travel between Bank and branch locations, during the day, overnight, and in and out of state as required.
Management reserves the right to change this job description at any time according to business needs. This document does not represent a contract of employment and is not meant to alter the at-will status of employee’s employment in any way. Chambers Bancshares, Inc. reserves the right to change this job description and/or assign tasks for the employee to perform, at any time, with or without notice, as it may deem appropriate.
