Corporate Treasury Services Support Specialist III

The purpose of this job is to implement Trustmark's Corporate Treasury Services, train customers, provide support for Corporate Treasury Service products, and answer customer's and internal associate's questions.

Implement, update, and support bank's various Corporate Treasury Services. Services include but are not limited to: online banking, Bill Payment, ACH Templates, fraud prevention services, and Remote Deposit Express
• Complete appropriate paperwork needed for implementation, updating, and/or cancellation of Corporate Treasury Services through electronic or paper documentation.
• Validate the accuracy of incoming paperwork to ensure implementation is within policy (including ACH and RDC Policies) and guidelines. Validation includes organization of company, resolution completeness, accuracy of enrollment forms and needed approvals, and billing.
• Proactively contact and conduct training with customers upon implementation of new products or services.
• Monitor Corporate Treasury Service ACD phone line/online inboxes, and answer customer calls, e-mails, or secure messages through internet banking to resolve problems or answer questions regarding various Corporate Treasury Services as defined in the job description while providing exceptional customer service.
• Complete complex time-sensitive tasks that are crucial for customer's daily operations such as Same-day Tax Wires, ACH Limit increases, and correspondent banking trades accurately and within policy.
• Maintain, update, and complete an online list of incoming Corporate Treasury Services tasks and assignments in a timely manner.
• Read, validate, and correct common treasury files (i.e. NACHA payment and Positive Pay files) as needed.
• Assist with training Corporate Treasury Services Tier 1 and 2 associates
• Open and monitor vendor cases related to Corporate Treasury Services products (online banking, Bill Pay, ALERT, etc.)
• Assist with maintaining CTS Support FAQ for associate reference
• Assist Corporate Treasury Service Tier 1 associates with resolving escalated support and product issues
• Identify issues that require escalation and escalate issues appropriately to Tier III reps, Tier IV reps, product managers, or support manager
• Assist product managers with testing products and services for issue resolution or upgrade purposes
• Complete and proactively assist other associates with Corporate Treasury Services related projects
• Work closely with internal and operational departments to facilitate accurate customer setup and resolution for any related issues.
• Maintain and update Support Issue log and procedure documents
• Complete highly technical and advanced product setups for high touch customers.
• Assist Tier IV associates with daily trading and reporting tasks as needed
• Assist Tier IV associates with daily Correspondent Bank and Fed Fund trading and reporting tasks as needed.
• Assist in monitoring daily ACH/RDE exposure warning reports and distribute to appropriate relationship managers for review.
• Assist in monitoring ACH/RDE exposure/send limits exceed process to determine if limits need to be adjusted. Help manage the ACH/RDE credit approval renewal process
• Assist Tier I and II associates with maintenance and setup of complex Corporate Treasury Service-related files (ACH, Positive Pay, SFTP)
• Assist management with testing new product and service offerings as well as assisting with documenting new procedures for them.
• Balance and reconcile online Tax Payment system and related accounts
• Identify issues that require escalation and assist in resolving issues that are escalated to product managers or support managers
• Identify cross-sale opportunities for bank's products and services, and refer them to the appropriate department or associate
• Perform additional duties as assigned

• Minimum 4 years of experience in a retail banking or customer service role with at least 2 years of Cash Management Services experience
• Advanced technical skills that you willingly share
• Advanced decision-making skills
• Ability to engage multi-departmental cooperation to accomplish tasks and projects
• Ability to easily adapt to new third-party software systems and websites used in the implementation process and training of customers
• Understanding of bank policies and external regulations
• Knowledge of bank systems
• Knowledge of products and services offered by financial institutions
• Knowledge of bank operations, bank delivery channels, and overall inter-working of bank processes
• Ability to travel when necessary to aid in the training and support of large customer relationships
• High level of technical skills to include word processing, spreadsheet application, internet browser, and other bank systems
• Bachelor's Degree in related field preferred

Physical Requirements/Working Conditions: Must be able to sit for long periods of time and use computer keyboard and/or mouse, while viewing computer screens.

Note: This is a brief description of this position and is not limited to those described herein. Management retains the right to add, delete or modify any of these responsibilities at any time during employment.