Job Description:

Role
This critical position will be an important resource for bank employees as a subject matter expert and will manage various other duties related to Commercial and Treasury Management clients.

Essential Duties & Responsibilities

Support all Treasury Management clients in a professional manner
Deliver a World Class client experience with every internal and external client interaction
Open Business Accounts for all commercial clients and consumer accounts for C-Level executives
Conduct in-person and/or video client training for commercial administrator users and/or other associates as requested during our client onboarding process
Perfect our client onboarding process to deliver a World Class client experience. This may include new account opening, processing check orders, ordering debit and/or credit cards, completing all Treasury Management documentation, setting up the client in the Core and/or Online Banking/TM systems, and client training.
Ensure all client needs are met during onboarding and client understands your support role on an ongoing basis
Critical support for all job functions in the Treasury Management department including but not limited to ACH Origination support, Online Banking, Wire Transfer support and Positive Pay processing and support
Provides prompt and accurate service to bank personnel regarding requests, inquiries and issues concerning Treasury Management services provided by the bank
Research/Resolve ACH and Wire processing issues for clients
Ability to perform process evaluation and make recommendations to improve efficiencies for both internal and external processes
Understanding when to escalate a client issue to the right person and/or department
Research/Resolve customer inquiries presented to associates at various branch locations that need additional support
Understanding of Wire and ACH processing according to the guidelines maintained in the bank’s Wire Transfer and ACH Policies and related procedures
Understanding of ACH processing rules for ODFI’s and RDFI’s including return timeframes, notification of change, error resolution and reclamations
Understanding of Regulatory requirements related to ACH and Wire Transfers (including OFAC)
Provide support for IntraFi Network setup and maintenance for Treasury Management and Public Fund clients in ICS and CDARS
Debit / Credit Card Client Support
Treasury Management Operational Support
Subject matter expert on Retail Operations along with rules and regulations related to account opening and maintenance
Demonstrate operational soundness to minimize risk exposure or loss and maintain quality production
Adhere to operating procedures and protocols
Analysis entry and review for accuracy, include monthly review of analysis fees
Understand, interpret and complete Annual Risk Assessments for Remote Deposit Capture and ACH Origination clients
Complete and participle in annual client reviews
Respond to routine client inquiries and requests in a timely manner and always with same day follow-through
Manage email use in a professional manner. Email is not to be used as a communication tool but preferably a “summary” or “follow-up” tool. In Treasury Management we prefer to use the phone over email
Complete special projects as needed
Understand and follow applicable laws and regulations for your job responsibilities, including but not limited to, Bank Secrecy Act, Anti-Money Laundering, Information Security, Suspicious Activity Reporting requirements, policies, and procedures
Actively work with clients to understand each client’s normal account activity, as appropriate for this position
Remain current on all laws and bank regulations
Complete all required compliance training on an annual and/or as needed basis
Adhere to bank policies, processes and procedures
Performs other duties as assigned.
Participate in proactive team efforts to achieve departmental and company goals.
Must comply with current applicable laws, regulations and bank policies and procedures. Comply with all safety policies, practices and procedures. Report all unsafe activities to supervisor and/or Human Resources.

Knowledge & Skills

Experience

2 – 5 years of experience in Treasury Management
Understanding of and experience with NACHA Rules and Requirements
Customer service experience
Excellent interpersonal, verbal, and written communication skills
Computer proficiency in Windows-based system
Ability to maintain a high degree of confidentiality
Attention to detail and organizational skills
Capable of working with a team
Aptitude for math
Ability to travel to other bank locations for training
Ability to travel to client locations for in-person training

Education
• High School diploma or equivalent
• AAP Preferred

Skills
A significant level of trust and diplomacy is required to be an effective subject matter expert in the position. In-depth dialogues, conversations and explanations with customers, direct and indirect reports and outside vendors of a sensitive and/or highly confidential nature is a normal part of the day-to-day experience. Communications can involve motivating, influencing, educating and/or advising others on matters of significance. Excellent time management skills reflecting the ability to manage multiple projects and daily tasks. The ability to prioritize as needed. Behave in a manner to create a welcoming, engaging, professional environment for clients and the team to experience

Physical Requirement
Perform primarily sedentary work with limited physical exertion and occasional lifting of up to 10 lbs. Must be capable of climbing / descending stairs in emergency situation. Must be able to operate routine office equipment including telephone, copier, facsimile, and calculator. Must be able to routinely perform work on computer for an average of 6-8 hours per day, when necessary. Must be able to work extended hours whenever required or requested by management.

Regular in-office attendance required.

Mental and/or Emotional Requirements
Must be able to perform job functions independently and work effectively either on own or as part of a team. Must be able to plan and direct the work activities of self and others. Must be able to read and carry out various written instructions and follow oral instructions. Must be able to speak clearly and deliver information in a logical and understandable sequence. Must be able to perform basic mathematical calculations with extreme accuracy. Must be capable of dealing calmly and professionally with numerous different personalities from diverse cultures at various levels within and outside of the organization and demonstrate highest levels of customer service and discretion when dealing with the public. Must be able to perform responsibilities with composure under the stress of deadlines / requirements for extreme accuracy and quality and/or fast pace. Must be able to effectively handle multiple, simultaneous, and changing priorities. Must be capable of exercising highest level of discretion on both internal and external confidential matters.

CapFed® is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.

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