Treasury Management Onboarding Specialist I

JOB SUMMARY

The Treasury Management (TM) Onboarding Specialist (OBS) serves a critical role in ensuring First United meets and exceeds both new and existing customers' Treasury Management needs. Delivering on an exceptional onboarding experience is integral to our success as an organization.

In support of this, the TM Onboarding Specialist is responsible for onboarding new and existing clients with new Treasury Management products, from simple to complex in nature. This role manages and owns the implementation of TM products and services according to defined processes and policies ensuring client satisfaction. Onboard clients efficiently & effectively in line with the defined implementation process including the coordination of all required parties.

MAJOR DUTIES AND RESPONSIBILITIES

Client Onboarding & Relationship Management

• Drive client satisfaction by facilitating and completing the implementation of TM products and services, ensuring accuracy and efficiency in onboarding new and existing clients.
• Complete customer cases with accuracy and a sense of urgency to ensure adherence to SLAs, addressing timeliness and quality of onboarding processes.
• Prepare, review, and submit TM legal documentation for onboarding and maintenance requests, and submit to Operations for setup.
• Serve as a resource for client documentation and service-related inquiries, providing timely and effective resolutions.
• Communicate with customers as needed to complete requests for documentation, set up and/or training. This could be via telephone or email, depending on the need.
• Collaborate with the TM Sales Team to support client setups and any follow-ups, submit pricing proposals to Operations, ensure training is completed, and participate in relationship reviews and implementation meetings as needed.
• Partner with TM Operations, TM Support and Retail team colleagues to complete requests received for new or updates to existing Treasury services requested via other channels outside of the Treasury Management Department.
• Coordinate and occasionally facilitate client training for TM products and services, ensuring they are well-equipped to utilize the solutions effectively.

Quality Assurance & Process Improvement

• Review and address rework cases returned by Operations and quickly correct errors and address missing items.
• Identify opportunities to enhance processes, ensuring alignment with industry best practices and organizational goals.

Collaboration & Special Projects

• Coordinate the smooth transition of new clients to the TM Support team after successful onboarding.
• Participate in internal meetings to enhance teamwork and communication across departments.
• Support calling efforts to inform clients of service changes or updates as needed.
• Take ownership of special projects and other duties as assigned, contributing to the growth and success of the Treasury Management Department.

ADDITIONAL DUTIES AND RESONSIBILITIES

• Manages work tasks and projects within the department as assigned.
• Completes all required compliance exams on a yearly basis.
• Adherence to all First United Policies and Procedures.
• Attend regular training sessions to stay informed on Treasury Management products, technologies, and processes.
• Other duties as assigned by supervisor.
• Travel 5-10% of the time to attend TM offsite meetings and trainings.

EMPLOYEE SPECIFICATIONS

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

TECHNICAL/FUNCTIONAL COMPETENCIES

• Excellent communication and interpersonal skills, with a client-first mindset.
• A proactive problem-solver who can adapt to changing priorities and deliver results under pressure.
• Possesses a strong sense of customer service with prompt attention to customer needs.
• Collaborative team player who thrives in a dynamic and fast-paced environment.
• A self-starter who can complete work with minimal direction and manage multiple complex projects simultaneously.
• Strong time management and organization skills.
• Proficiency in handling legal documentation and compliance-related tasks.
• Dependability through good attendance and adherence to timelines and schedules.
• Willingness to accept additional responsibilities.
• Takes initiative in the completion of projects and meet deadlines.

Education and Work Experience

• High school diploma or GED required
• Two years of customer service experience required
• Two years of banking experience required
• Two+ years of Treasury Management experience a plus
• Proficiency in Salesforce a plus
• Project Management experience a plus
• Proficient in Microsoft Office programs (Outlook, Work, Excel, etc.)

NOTE: This job description is not intended to be all-inclusive. Employees may perform other related duties as assigned by supervisor to meet the ongoing needs of the organization.

If any applicant is unable to complete an application or respond to a job opening because of a disability, please email us at HR@firstunitedbank.com for assistance.