Job Description

How would you like to join one of the most highly regarded financial institutions in New Jersey with deep roots in the community? Provident is a successful and highly regarded multi-billion-dollar bank that continues to grow with branches in New Jersey, Eastern Pennsylvania and New York. Our longevity is a testament to our commitment to placing our employees, customers, and the communities we serve at the center of all we do. At Provident Bank, we are committed to enhancing our customer and employees’ experience.

Provident Bank is seeking a Lead Treasury Management Small Business Support professional to supervise and support a team of Treasury Management Customer Support Specialists serving our small business clients. This role plays a critical part in ensuring high‑quality service delivery, strong risk controls, and an exceptional customer experience across treasury management products and digital banking services.

The Lead will oversee daily operations, coach and develop team members, act as an escalation point for complex issues, and partner with cross‑functional teams to improve processes and service outcomes.

KEY RESPONSIBILITIES:

Team Leadership & Daily Operations

• Supervise and support Treasury Management Customer Support Specialists serving small business clients
• Monitor calls, emails, and service requests to ensure service standards and SLAs are met
• Provide coaching, performance feedback, and ongoing development to team members
• Serve as the escalation point for complex customer issues, concerns, and complaints
• Lead onboarding and training for new associates; develop training materials and job aids

Customer Service & Treasury Product Support

• Support treasury management products and services, including digital banking, ACH, wires, Positive Pay, Remote Deposit Capture, Bill Pay, and fraud claims
• Assist customers and internal partners with troubleshooting and user administration
• Partner with Digital Operations and third‑party vendors to resolve customer issues
• Ensure adherence to authentication procedures and fraud prevention protocols

Policy, Procedure & Quality Management

• Conduct real‑time quality monitoring and coaching to ensure accuracy, professionalism, and policy adherence
• Develop and maintain standard operating procedures (SOPs aligned with bank policy, risk, and regulatory guidance

Cross‑Functional Collaboration & Process Improvement

• Represent the team in cross‑functional initiatives and continuous improvement efforts
• Partner with Treasury Sales, Relationship Managers, Operations, Fraud, and Product teams
• Support implementation of process and operational enhancements

MINIMUM QUALIFICATIONS

• High School Diploma or GED required. Associate or bachelor’s degree preferred
• 5+ years of experience, with prior supervisory or team‑lead responsibilities preferred
• Experience with Treasury Management products and/or call center leadership strongly preferred
• Strong knowledge of Treasury Management products and digital banking platforms
• Demonstrated leadership, coaching, and team development skills
• Strong written and verbal communication skills
• Proven ability to manage processes, solve problems, and operate in a risk‑controlled environment
• Customer‑focused mindset with a commitment to service excellence

Working Conditions

• Office‑based environment with prolonged sitting

• Hybrid work schedule with in‑office presence 2–3 days per week

• Occasional lifting (5–10 lbs.) and light physical activity
• Moderate noise level
• May require travel to Provident offices, branches, or customer locations

This job description may not be all-inclusive. Employees are expected to perform other duties as assigned and directed by management. Job descriptions and duties may be modified when deemed appropriate by management.

Provident Bank recognizes and supports the importance of creating a socially and culturally diverse employee base. We understand, value, and appreciate the unique perspectives that a diverse workforce can contribute to our organization. We put the employee and the customer at the center of strategy because culture is a critical differentiator for why people choose to work here.

We are an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to age 40 and over, color, disability, gender identity, genetic information, military or veteran status, national origin, race, religion, sex, sexual orientation or any other applicable status protected by state or local law.

Pay Details:

$31.18 - $38.97/hourly

Please note, the base pay actually offered may vary based upon the candidate's skills and experience, job-related knowledge, education, geographic location, internal equity, and other applicable business and organizational needs.

This role is incentive eligible based upon company, business, and/or individual goal achievement and performance.

Team members accrue paid time-off (PTO), receive Holiday (PTO) and are eligible to participate in the bank’s Health and Wellness benefits including Medical, Dental and Vision Plans, Flexible and Health Savings Accounts, and a 401(k) Retirement Plan. In addition, the company provides Disability Insurance, an Employee Assistance Program, and Basic Life Insurance. Company sponsored Tuition Disbursement and Loan Repayment programs are also available. Voluntary benefits include Supplemental Life Insurance, Accident, Critical Illness, Hospital Indemnity and Legal plans.