• Monitor phone queues and answer calls as needed• Investigate and work any assigned escalations to completion. Work with internal clients and other departments to determine the root cause and resolution of the client’s issue(s)• Monitor white glove incoming mailbox for high priority clients • Work escalated inbound call issues from clients and internal partners• Review calls and coach team members to improve performance, increase volume, and meet or exceed their assigned goals• Complete supervisor tasks: E-time, management of vacation and personal time• Test and support upgrades to Cash Management aka Treasury Management products in a changing environment• Guide Online demonstrations for prospective clients• Knowledgeable with the following: Lockbox, ACH, Wire, PCard, Online Bill Pay, Electronic Bill Pay, Check Positive Pay, ACH Positive Pay, mRDC, Controlled Disbursements, RDC, ZBA, Paycard, and Online Banking

Supervisor, Treasury Onboarding

• Reconcile Tier 1 calls and assist clients with use of services.• Implement the setup of complex products such as Lockbox, and Electronic Bill Pay.• Onboard multiple products at one time for new customers.• Crate an elevated level of client satisfaction across Treasury Management client base.• Effectively manage client issues identified in the production environment. • Commit to timely resolution of simple issues by using good integrative thinking skills. • Well, educated on features and functionally of all Treasury Management products.

• Prepare procedures and guidelines for staff as new Treasury/Cash Management products become available.• Resolve escalated issues from business clients.• Execute team huddles, difficult discussions, one-on-ones and performance reviews, development, and execution of training plans.• Monitor work queues and assists with follow up to ensure tasks are completed within SLA’s • Implement new product capabilities, operations accuracy, and customer service is strong and competitive overall. • Effectively support Cash Management Sales Officers and Branch Personnel in pre-sale calls and implementation of new services.• Identify gaps and develop procedures for current processes, coach team members to improve performance, increase volume and meet or exceed their assigned goals.• Complete BBOL Pod supervisor tasks: E-time, management of vacation and personal time, execution of team huddles, difficult discussions, one-on-ones and performance reviews, development, and execution of training plans.• Track and communicate assigned Reporting: Weekly Team Stats, Onboarding vs Servicing, Stalled Record Report.• Reconcile Daily SLA Report for errors and to ensure no client requests have stalled• Identify gaps and develop procedures for current processes.

• Prepare procedures and guidelines for staff as new Treasury/Cash Management products become available.• Resolve escalated issues from business clients.• Execute team huddles, difficult discussions, one-on-ones and performance reviews, development, and execution of training plans.• Monitor work queues and assists with follow up to ensure tasks are completed within SLA’s • Implement new product capabilities, operations accuracy, and customer service is strong and competitive overall. • Effectively support Cash Management Sales Officers and Branch Personnel in pre-sale calls and implementation of new services.• Identify gaps and develop procedures for current processes, coach team members to improve performance, increase volume and meet or exceed their assigned goals.• Complete BBOL Pod supervisor tasks: E-time, management of vacation and personal time, execution of team huddles, difficult discussions, one-on-ones and performance reviews, development, and execution of training plans.• Track and communicate assigned Reporting: Weekly Team Stats, Onboarding vs Servicing, Stalled Record Report.• Reconcile Daily SLA Report for errors and to ensure no client requests have stalled• Identify gaps and develop procedures for current processes.