Seacoast Bank is one of the largest community banks headquartered in Stuart, Florida, with approximately $8.1 billion in assets and $6.7 billion in deposits. Seacoast Bank provides integrated financial services including commercial and retail banking, wealth management, and mortgage services to customers through advanced banking solutions, as well as our 50 traditional branches.
Primary Objective:
Provide support for existing customer needs related to TM products and services, technical support, troubleshooting, and expedited service request, and provides ongoing customer support to the branches and TM customers. In addition, perform various audit and transactional review functions to mitigate risk to the Bank associated with the Treasury Services products and services.
Position Requirements:
High School diploma or equivalent, with a minimum of 4 years of previous experience in customer service or banking related fields.
Minimum 3 years’ experience in a TM Sales Support or Customer Care role.
Must be proficient in bank operations and regulations, have an excellent understanding of banking and TM related products and services.
Must have a flexible schedule, able to work during all days and hours of operations, including weekends and occasional non-bank operational hours.
Capable of dealing with complex business banking needs through a complete understanding of Treasury Management products and services; including how and why businesses utilize them.
Work independently, requiring supervisory approval in unusual or sensitive situations.
Strong customer service, operational, and telephone skills.
Available to work overtime as necessary to meet the primary objectives of the job.
Must be proficient in PC functions including MS Word, Excel, PowerPoint, Outlook and all bank related systems with the ability to learn other computer systems/programs quickly.
Responsibilities:
Identifies internal and external customer service related issues, finds solutions to problems, and drives issues to resolution, creating an outstanding customer service outcome during each interaction.
Conducts and manages outbound and inbound customer phone conversations to help explain TM products and services, respond to technical questions, and conduct account research.
Completes account servicing requests with a high degree of customer satisfaction.
Strong understanding of customer facing technology with the ability to discuss with and enroll customers in self-service products/processes, including, but not limited to internet, telephone, smart phone/tablet applications, debit card, ATM, ACH, Remote Deposit Capture (RDC) and P2P.
Educates customers and bank associates on features and benefits of TM products and services. Trains customers and bank associates on TM product utilization.
Exhibits strong work ethics and teamwork, collaborating with other associates within the branch and across the organization.
Complete understanding of all TM Agreements related to products, services, signing authority, and advance limits.
Manages Business On-line Banking self-enrollment process, conducting research and analysis to ensure the customer and bank is protected from fraud. This includes conducting customer verification.
Monitors and releases/rejects Anomaly Alerts based on research of transactions, customer relationship, and verification through outlined policies and procedures.
Complete understanding of RDC equipment and processing. Works with customers and bank associates to troubleshoot RDC related issues.
Manages Next Day Funding files processed through Seacoast Bank’s Merchant Services vendor, ensuring files received by FIS match the files sent by the vendor. Approves or declines transactions based on matching and credits customer accounts accordingly.
Complete understanding of and ability to explain monthly TM billing to customers and bank associates.
Processes on-line wire transfer module set-up for customers and assists customers with incoming and outgoing wires.
Resolves problems or discrepancies on customer accounts in a timely manner.
Schedule and prioritize work activities, effectively handling frequent interruptions while following up on commitments in a timely manner.
Is seen as an expert in the position, having a full understanding of each component of the job and assists others in learning job duties.
Participates in committees both within and outside the scope of the role and department. Is utilized as a useful resource for other departments and internal customers and is leveraged to educate others regarding TM products, services, sales techniques, and processes.
Continues to educate oneself in TM policies, procedures, processes, product knowledge, and industry advancements. Works towards learning additional functions within other TM departments including Customer Care and Merchant Services.
Adheres to Seacoast National Bank’s Code of Conduct.
Adheres to the highest legal and ethical standards applicable to our industry while observing both the spirit and letter of all government regulations, laws and bank policies and procedures.
