• Job Description

  Req#: 902786

  Job Summary: The Treasury Customer Care Center (TCC) team manager leads the Treasury Customer Care Team in all areas of Customer service and support for Corporate & Professional Treasury clients. The TCC manager is responsible for executing the bank’s strategy for the customer service experience within the TCC through strong leadership, development of processes, implementation of projects and change and fostering an environment of teamwork, empowerment and mutual accountability that are aligns with the bank’s goals. This position leads a team 4-8 TCC specialists to provide a superior customer service experience through coaching and mentoring, implementation of customer contact center best practices. This leader partners with the Cash Management team to support and deliver superior customer service and sales support during and after onboarding. This leader is responsible for driving results through collaboration, learning and influence within their team. They will work directly with branches, Business Care Center (BCC) and Cash Management to support and ensure timely resolution of customer and department issues. The TCC team manager is responsible for the evaluation and analysis of the customer experience, adherence to policies and procedures, compliance to regulations and risk guidelines within the TCC and the bank. This position is responsible the development, documentation and maintenance of TCC procedures, job aides and other support tools that will facilitate success in delivering a superior experience for the employee and customer. The position will continuously review and monitor the TCC for consistency, trends and continuous process improvements. This position will partner with Cash management and Business Customer Care Center (BCC) to insure support and alignment to the share goals and strategy of Treasury Teams in Needham Bank. Ultimate success for this role is measured by delivering to the bank’s strategy of a superior customer and deepened Customer relationships and employee experience in the Treasury Customer Care Center, Cash Management Team and the Business Care Center.

  Qualifications:

  To perform this job successfully, the individual must be able and willing to perform all essential duties satisfactorily. This document is not intended to be an exhaustive list of all essential duties required. Reasonable accommodations, as determined by management on a case-by-case basis, may be made to enable individuals with disabilities to perform essential duties.

  ESSENTIAL DUTIES & RESPONSIBILITIES

  • L ead a team of Treasury Care Center (TCC) specialists in the delivery of a superior customer experience and the implementation of bank strategies and initiatives within the bank.
  • Support the development of procedures, training and lead in the implementation of projects within the TCC that support the banks strategic initiatives.
  • Utilize key performance indicators (KPI) to measure and manage performance, and identify process improvements that drive efficiency, deepened customer relationships and improve customer experience.

  • Serves as the first escalation point for issues that arise within the Team.
  • Lead and oversees daily operational service, quality and productivity of the BCC. Ensure the adjustment of staff schedules to properly allocate resources to develop higher quality service and maximum productivity. Supervise day-to-day activities of team members and department work flow.
  • Leads the Team in all designated functions of Treasury Management Services including but not limited to Business Online Banking, Business Mobile Banking, Business Bill Pay, Remote Deposit Capture (RDC), Positive Pay, ACH and Wire Origination, Positive Pay, SFTP, Lockbox, Sweep Services, and IntraFi.
  • Maintain expert level of knowledge of the Bank’s Treasury Management products and services, and managing inherent risks with these services
  • Support the Cash Management Relationship Management team in servicing existing relationships.
  • Identify and implement controls to mitigate risk and minimize fraud for new and/or existing products, solutions and services.
  • Participate in the review and recommendations of operational systems and updating of departmental procedures as needed.
  • Responsible for timely preparation of monthly report of activities and completion of quality reviews.
  • Responsible to interview, hire, communicate and train employees. In addition, plan, assign, direct work, and address complaints and resolve problems.
  • Responsible to plan and set performance goals for team and support the development of plans to achieve performance and career planning goals.
    
  • Observe performance, coach, develop and document performance and action plans and reviews. Identify strengths and opportunities from observations and data including possible root cause of willingness, knowledge and skills.
  • Develop action plans to realize goals of efficiency and exceptional customer experience.
  • Perform additional duties as requested, needed or assigned

• About the company

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