Voice Process

Job Description- TM Technical Training Support Associate

Summary:

The TM Technical Training Support Assoc shall be responsible for taking business customer servicing calls and providing technical support for Treasury Management products. This role is escalated customer support and is considered a Tier 2, advanced technical support for complex problems, support role.

Duties and Responsibilities:

Under minimum supervision, performs a variety of assignments that are moderately complex and require detailed knowledge of company and/or department procedures.

• Provides service and product support to the Treasury Management segment via phone and email.
  • Responsible for identifying, researching, analyzing and resolving complex problems where multiple non-standard solutions are available.
  • Prioritizes service issues and ensures they are completed as first call resolution via a recognized / accepted resolution by the customers.
  • Maintains up to date knowledge on products, services, departmental systems and related technology, policies and procedures.
  • Perform tasks to mitigate risk by activating and deactivating high risk product services (i.e. teller positive pay, etc.) and reporting potential fraud or suspicious activity.

Basic Qualifications:

• Basic computer and Microsoft Excel knowledge
  • Excellent spoken and written communication skills
  • Ability to learn/teach basic and complex processes
  • Willingness to work in a call center environment

Preferred Qualifications:

• Previous call center experience of 1 year or more
  • Financial Industry experience and, or
  • Experience with Treasury Management products & services, specifically, Online Banking, ACH, Wire, Remote Deposit Capture, Business Security products like ACH and Check Positive Pay