Job Description

This position is responsible for providing an exceptional customer experience for our commercial accounts. This is done by supporting external and internal Treasury Management calls and emails and assisting customers with the use of all Treasury Management services. This includes effectively managing customer issues and ensuring all technical support needs are addressed in a timely fashion. Working across departments to provide timely resolution of simple and complex problems and communicating resolution to the customer is a critical piece of the role. This role is also responsible for supporting the Treasury Management Sales Team.

OBJECTIVES OF THIS ROLE:

• Utilize sales training skills to provide outstanding customer service.
• Responsible for establishing and maintaining positive, timely, and excellent customer relations with our clients, in a professional manner and providing prompt, efficient, and accurate service by both phone and email.
• Identify and assess customers’ needs to achieve satisfaction.

RESPONSIBILITIES:

• Understand the intricacies of product set ups and maintains strict security measures. Build, manage, and maintain the client and user credentials based upon authorization documentation from client.
• Provide phone and email customer support for Business Online and Business Mobile Banking customers or other customer support calls.
• Provide support for the Bank’s Treasury Management product set, including such products as Business Online and Mobile Banking, ACH services, Remote Deposit Capture, Positive Pay, Wire Transfer Service, Bill Pay, Mobile Deposit, Account Analysis and Commercial Deposits.
• Monitor incoming ACH files to ensure that files are processed accurately.
• Prepare all necessary documentation/agreements, necessary for the implementation for new and existing clients.
• Works with customers to establish user access and other system setup.
• Prepare reports as requested.
• Educate others on new procedures, processes, and products.
• Comply and satisfactorily pass tests for bank policy and regulations that apply to position.
• Other duties as assigned.

Requirements

QUALIFICATIONS:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

EDUCATION and/or EXPERIENCE

• Associate or bachelor’s degree from college or university; or equivalent combination of education and experience preferred
• 1-2 years’ experience in Treasury or Commercial Management preferred
• 1-2 years’ experience working in Customer Service preferred
• AAP certification a plus

ADDITIONAL REQUIREMENTS:

CERTIFICATES, LICENSES, REGISTRATION

Valid Driver’s License

COMPLIANCE:

• As generally applicable to F&M Bank and commensurate with these job functions, this job role includes accountabilities for following Bank policies and related procedures, as well as regulatory requirements involving federal and state laws, regulations, and related guidance.
• Compliance with Bank Secrecy Act (BSA), including accurate completion of Currency Transaction Reports (CTR) when applicable, Anti-Money Laundering Act (AML), Office of Foreign Asset Control (OFAC) and the USA PATRIOT Act. Adhere to Customer Identification, Customer Due Diligence and reporting of suspicious activities to the BSA Department.

NON-EXEMPT/HOURLY COMPETENCIES:

• Job Knowledge: Understands duties and responsibilities, possesses necessary job knowledge and technical skills, maintains job knowledge current.
• Productivity: Manages a fair workload, volunteers for additional work, prioritizes tasks, develops good work procedures, manages time well, and handles information flow.
• Attendance: Employee is expected to adhere to the attendance and break policy and communicate with your supervisor about anticipated time off or modifications to break times.