Treasury Member Care Specialist - Tier 2 - Apex Systems

Job#: 2053334

Job Description:

• Assist members with more advanced issues concerning the processing of Bill Pay, ACH Origination & Receiving, initiating Wire Transfers, Positive Pay files, Remote Deposit Capture (RDC), including deposit scanners, and other Treasury/Cash Management services. Advanced issues may include NACHA ACH file troubleshooting, token setup, exception decisioning, and diagnosis and resolution of Remote Deposit Capture errors.
• Provide additional training to members and internal teammates on more technical service issues. May be asked to create and test procedures to guide the team.
• Provide support to members to resolve connectivity issues between Online Banking and External Reconciliation Platforms (ERP) such as QuickBooks and Quicken, including but not limited to offering instruction on report generation and transaction exports.
• Fulfillment of maintenance and support requests received through case/ticketing system, including monitoring of the case/ticket system for new requests. Typical requests include agreement updates to add accounts to Business Online Banking, update Online Administrators, enable certain services, and increase/decrease certain service limits.
• Conduct secondary reviews of certain maintenance updates completed by other Member Care Specialists and Implementation Specialists.
• Provide general support to business members with Treasury/Cash Management Services via inbound calls and case/ticketing system, when needed.
• Assists the Treasury Services Implementation team as needed.
• Stays abreast of system functionality as enhancements/releases are deployed. May monitor issues and suggest necessary changes post deployment, as well as assist in the documentation of updated processes and procedures.
• Escalate issues to Team Leads and/or Managers, when necessary. Work with vendors when system issues arise.
• Performs other duties and departmental functions as assigned.
• Adheres to applicable federal laws, rules, and regulations including those related to Anti-Money Laundering (AML) and the Bank Secrecy Act (BSA).
   

• At least 2 years of previous banking experience and with knowledge of Treasury/Cash Management products, services, and software, including but not limited to Online Banking platforms, ACH Origination and Receiving, Wire Origination, Positive Pay (ACH, Check), Bill Payment, Remote Deposit Capture, ERPs such as QuickBooks and Quicken, and Cash Management/Sweeps (Excess, Deficit, Zero Balance, Insured Cash).
• 2-3 years of experience in Call Centers/Customer Service environments, preferably in a financial services industry.
• Excellent verbal and written communication skills; demonstrated ability to communicate with others professionally and tactfully, presenting information clearly and effectively.
• Ability to troubleshoot issues politely, patiently, and thoroughly with members, primarily via phone conversation.
• Intermediate-level proficiency with Microsoft Office Suite.
• Must have technical aptitude to learn, understand, troubleshoot, and navigate through multiple platforms, including but not limited to software installations, driver downloads, Treasury/Cash Management product software, and other bank systems.
• Strong time management, problem-solving skills and organizational skills.
• Accurate and detail-oriented, able to multi-task and prioritize using strong time management skills.
• Demonstrate ability to learn new systems and applications, as well as the ability to understand, adapt and adjust responsibilities/workflows as a result of system upgrades.
• Ability to work independently as well as in team environments with good interpersonal skills.
   

• 3 or more years of previous banking experience and with knowledge of Treasury/Cash Management products, services, and software noted above with growing levels of responsibility.
• 4 or more years of experience in Call Centers/Customer Service environments, preferably in a financial services industry.
• Experience with FIS Platforms preferable
   

• Express or exchange ideas by means of the spoken word via email and verbally.
• Exert up to 10 pounds of force occasionally, use your arms and legs, and sit most of the time.
• Have close visual acuity to perform activities such as analyzing data, viewing a computer terminal, reading, and preparing documentation.
• Not substantially exposed to adverse environmental conditions.

EEO Employer

Apex Systems is an equal opportunity employer. We do not discriminate or allow discrimination on the basis of race, color, religion, creed, sex (including pregnancy, childbirth, breastfeeding, or related medical conditions), age, sexual orientation, gender identity, national origin, ancestry, citizenship, genetic information, registered domestic partner status, marital status, disability, status as a crime victim, protected veteran status, political affiliation, union membership, or any other characteristic protected by law. Apex will consider qualified applicants with criminal histories in a manner consistent with the requirements of applicable law. If you have visited our website in search of information on employment opportunities or to apply for a position, and you require an accommodation in using our website for a search or application, please contact our Employee Services Department at [email protected] or 844-463-6178.