Treasury Management Support Manager

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We’re always looking for bright individuals to join our growing organization. As a part of the First Financial Family, we will invest in your development and provide a dynamic work environment where you’re challenged, valued and empowered every day. We strive to be the best destination for the industry’s top talent, creating a diverse, collaborative workplace that celebrates innovation and change. We are one team, working together to get things done.

Job Description:

Office Location:

Abilene, Texas, United States

SCOPE/CONTACTS:

This position oversees the client support rep roles in providing product and technical support to external and internal customers for all Treasury Management Products and Services

ESSENTIAL FUNCTIONS: 

As a Treasury Management Client Support Supervisor, the incumbent will be responsible for providing high-quality, high-touch telephone and written customer service to business clients regarding inquiries, complaints, and requests related to deposit and treasury services; identifying and resolving customer issues/problems in a prompt and timely manner, while handling both inbound and outbound customer communications.  The candidate will monitor all call center activity and ensure Client Support Reps are meeting minimum department guidelines.  The candidate will serve as a client contact regarding Treasury Management products and service, facilitating resolution of client issues/problems; and maintain a working knowledge of the organization, products, services and policies.  Supervisor will take the first escalation of any issue with Client Support Reps and coordinate training/education and issue resolution information with all Client Support Reps whether direct report or indirect.

MINIMUM QUALIFICATIONS:

Seeking individuals who will provide call center management with a high-touch, professional, reliable and prompt customer service focus to First Financial business clients.  Candidates are required to have a minimum of ten (10) years of banking experience, and three (3) to five (5) years of call center experience, preferably in financial services.  In addition, a bachelor’s degree in business or related field is strongly preferred.  Excellent written/verbal communication and customer service skills, proficiency in Windows based applications and the ability to meet training standards is also required.  Analytical skills geared toward problem solving, time management, and prioritization are essential.      

Preferred Job / Skill Level:

Experience with Client Call Center software, reports, metrics, and monitoring required.

The above statements reflect the general details considered necessary to decide the principal functions of the job identified and shall not be construed as a detailed description of all work requirements that may be inherent in the job.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)