TM Support Analyst
Irvine, CA

Job Description

Overview

Processes the day-to-day inbound and/or outbound calls. Handles high volume of call activity and escalated calls to Management as needed. Ensures complete and efficient customer interactions. May assist with call monitoring or may participate in data collection and simple analysis. Exemplifies Client Centric team approach in creating solutions for a successful client experience.

Responsibilities

* Strong team player with ability to be flexible, manage change, and contribute to the overall success of the department.
* Ability to continually strive for creative and innovative ways to generate more productivity while enhancing efficiencies.
* Requires knowledge of all Treasury Management & Payment Solutions products and services along with a strong knowledge of commercial client's needs.
* Maintain client centric approach and effectively respond to service level agreements with an emphasis on first call resolution.
* Troubleshoot technical issues within MS Explorer and Online Banking Software.
* Support Remote Deposit scanner installation and software.
* Ensure smooth synchronization of browser settings to Treasury Management Product requirements.
* Maintain strong product, operational, and commercial banking knowledge in order to effectively resolve issues.
* Resolve complex product and account service issues through full ownership and resolution.
* Make recommendations to improve quality and service to the call center operations.
* Provide a high level of responsiveness when servicing clients and internal employees.
* Walks client through product user guide requirements and possible set up
* Utilize excellent Treasury Product solution based referral techniques to fully service the client and support TM&PS strategic initiatives.
* Responsible for adherence to all compliance program, including but not limited to, completion of all required and assigned training modules by established due dates.
* Understands and complies with requirements of all laws and regulations applicable to position.
* Support Merchant Acquire & Visa Business Card.
* Make decisions quickly while balancing risk with opportunity.
* Performs other duties as assigned.
* Ensures accurate and appropriate documentation (electronic or paper) is on file for each transaction performed; initiates follow up on incomplete, missing, or outstanding forms/information.
* May make in-person customer calls with manager as needed to enhance operational procedures and/or solve client problems.
* Responsible for adherence to all compliance program, including but not limited to, completion of all required and assigned training modules by establishing due dates.

Qualifications

Knowledge and Skills:

* Responsible for adherence to all compliance program, including but not limited to, completion of all required and assigned training modules by establishing due dates
* Excellent communication skills
* Bank product and service knowledge
* Research skills
* Internet savvy
* Data entry skills
* PC Literate of mainstream Windows
* Technical with knowledge of browser and active X settings.
* Service oriented with a sense of urgency.
* Email etiquette
* Strong reasoning and analytical skills

Education and/or Experience:

* Associates or Four year Degree and / or combination of education and directly related experience
* One to three years of Treasury Management Support or commercial banking servicing experience

Supervisory Responsibilities:

This position has no supervisory responsibilities.