Commercial and Treasury Management Client Support Specialist-1

Company: Heartland Financial USA Inc
Location: Dubuque
Posted on: May 23, 2023

Job Description:

HTLF is an equal opportunity employer committed to creating a diverse workforce. We consider all qualified applicants without regard to race, religion, color, sex, national origin, age, sexual orientation, gender identity, disability or veteran status, among other factors.HTLF is a diversified financial services company headquartered in Denver, Colorado. We deliver community banking at scale by powering our geographically diverse group of banks with technology, efficiency and strength - giving local decision-making the opportunity and insights to focus on customers and growth. Relationships have been the core of our company since its founding in 1981. We're deeply invested in the communities we serve, and that's why our clients choose us as their banking partners.What's different about a career at HTLF? We believe our employees and their diverse backgrounds, perspectives and skills are our greatest assets. We wouldn't be HTLF without the people with whom we surround ourselves and empower to enrich the lives of our customers, employees and communities. We're dedicated to making HTLF the best place to work - where your opinions are valued, your feedback and ideas are heard, and your opportunities for personal growth and professional development are endless.The Commercial and Treasury Management Client Support Specialist serves as a primary driver ensuring a superior experience in all interactions for the customer support of treasury management and commercial banking products including but not limited to deposit products, online banking, ACH and wire origination, positive pay, remote deposit, lockbox processing and other Treasury Management (TM) products. This position provides service support to internal and /or external commercial customers. The Commercial & Treasury Management Support Specialist manages the incoming/outgoing customer support requests received through phone que or written channels including customer system navigation training, responding to urgent support file limit exceptions of complex troubleshooting issues and completes established requests within the Service Level Agreements for each of these channels. In addition, services customers not enrolled in the Elite servicing model.Primary Responsibilities

• Provides superior client experience in a professional and responsive manner for both internal and external customers, ensuring accuracy, quality, and expediency through various communication channels, e.g., phone or written channels.
• Fulfillment of the customer product/system configuration maintenance request received through case/ticketing system
• Coordinates with assigned approvers to facilitate rapid decisions on behalf of clients for file limit increases for Products, while also maintain established risk management controls.
• Collaborates effectively and proactively with internal departments, such as applications, supervisors, and sales partners.
• Supports the integration of technological solutions into customers' business operations by understanding needs, training on best practices, straightforward communication, and by facilitating the change process so customers rapidly gain confidence and proficiency on systems.
• Maintains diligent awareness of risks - including ACH rules, payments risk, UCC laws and FFIEC guidance as well as user authentication best practices for online banking services.
• Coordinates numerous internal and third-party vendor applications.
• Communicates to customer their specific product configurations, customer procedures and other information as needed to assist with customer inquiries, including gathering information and leading the client using troubleshooting techniques to determine the source of error and finding resolution, with maximum client satisfaction
• Troubleshoots technical and operational issues of larger value or scope.
• Resolves file format issues with file upload/downloads for payment applications that integrate with clients' accounting systems.
• Perform necessary system configuration maintenance to fulfill customer requests and maintains existing company products and update as requested by the company authorized individuals.
• Acts as support lead and liaison to the TM implementation process, working collaboratively to ensure product/service implementation and client training is completed timely and to the clients' satisfaction.
• Completes annual E-Learning Plan and Bank Secrecy Act (BSA) training as assigned and keeps up-to-date knowledge of BSA as it relates to the job function.Qualifications
  • Bachelors Accounting, Business Administration/Management, Finance preferred or equivalent work experience required
  • 1-3 years experience in a related business function or industry required
  • Prior experience implementing TM systems and solutions of moderate complexity preferred
  • Demonstrated technology skills with online banking/payments applications; ability to work with and decipher file formats for ACH/positive pay, BAI, lockbox and experience with QuickBooks integration; ability to work with customer file specifications and system outputs to reconcile business need required
  • Demonstrated problem solving ability through interaction with clients and business partners required
  • Excellent verbal and written communication skills required
  • Ability to mobilize internal resources to resolve issues required
  • Strong interpersonal and relationship building skills required
  • Strong analytical ability with attention paid to detail required
  • Strong organization and prioritization skills required
  • Proven ability to manage multiple priorities effectively requiredScheduled Weekly Hours:40Time Type:Full timeThe targeted salary for this role is:$55,000.00You may also be offered incentive compensation, and benefits. Compensation may vary and is based on geographic location of the specific role as well as the skills and experiences of the selected candidate.

Keywords: Heartland Financial USA Inc, Dubuque , Commercial and Treasury Management Client Support Specialist-1, Accounting, Auditing , Dubuque, Iowa