Treasury Management Support Operations - First American Bank

First American Bank was founded in Chicago, and over the years has expanded throughout Wisconsin and Florida. As the largest privately held bank in Illinois, we now have over 60 locations and assets of $5+ billion. We are a community bank at heart with international expertise, traditional values, and a forward-looking philosophy. Our employees have the experience and vision to meet the needs of savers, borrowers, and businesses in the 21st century. First American Bank can offer employees a level of visibility, career growth, and stability that is difficult to find in many larger corporations.

This hourly (non-exempt) Treasury Management (TM) Support Representative is responsible for assisting commercial clients with online banking services such as ACH, Wires, Remote Deposit, Lockbox, Positive Pay; troubleshooting any technical issues as well as assisting with general navigation. The TM Support Representative is also responsible for inputting the data for Treasury Management services for commercial clients within our core systems.

This position will assist with Treasury Management client inquiries and problem resolution, as well as answer inquires over the phone and through email.

DUTIES & RESPONSIBILITIES:

• Provide a high level of professional and courteous service on inbound and outbound calls.
• Communicate complex topics in a clear and concise manner via phone and email.
• Maintain good customer relations with both internal and external customers via phone and email by providing accurate product and service information, assisting with various online systems inquiries, and resolving customer issues.
• Process the data entry of the Treasury Management application and modification requests to add on services for Commercial Clients into our core processing systems.
• Accurately create documentation based on customer needs within multiple systems. Ensure all necessary documentation is completed properly and received for all customer and internal requests.
• Day to day responsibilities include but are not limited to; completing customer profile set ups and maintenance requests for the Bank’s online systems; correcting account posting errors, processing stop payments, funds transfers, account maintenance requests, and any other customer or internal related requests.
• Participate in self development activities and First American Bank University (FABU) training courses to continually enhance customer service skills and job knowledge. Complete all required compliance regulation training assigned.
• Conduct and complete additional assignments/projects as designated by management.

QUALIFICATIONS:

• High school diploma or equivalent required, Bachelor’s degree preferred.
• Minimum of 2 years customer service banking experience.
• Strong time management, problem-solving skills and organizational skills are required.
• Must have the ability to handle multiple tasks with strong attention to detail.
• Proven ability to work in a fast-paced environment and maintain timely follow up. 
• Written communication must be clear and concise with no errors and minimal revisions needed.
• Verbal communication must be presented in a confident and professional manner.
• Maintain credibility through professional demeanor, appearance, and presence by modeling standards appropriate to our environment and industry.
• Maintain good working relationships with internal partners by exhibiting exemplary interpersonal skills, adopting a constructive, solutions-focused approach.
• Bilingual in Spanish preferred.
• Must have excellent PC skills, including toggling through multiple applications at once.
• Must have technical aptitude and confidence in assisting customers with troubleshooting and navigating through multiple platforms.
• Proficiency with Microsoft 365 products and applications, including the ability to effectively prepare or review documents, procedures, and reports.
• Demonstrated 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.
• Occasional travel to other First American Bank locations, Bank functions and training facilities required.
• Typical scheduled hours are Monday through Friday 8:00 a.m. to 5:00 p.m. Additional hours may be required depending upon business need.
• Saturdays may be required.
• Punctuality is required to maintain First American Bank’s customer service standards.