Treasury Management Operations Supervisor (Client Support)

Description

At Sunflower Bank, N.A., we’re experiencing great growth. Since our founding in 1892, we've been committed to serving our communities and supporting the team members who make it all possible. As a full-service financial institution, we offer a full range of relationship-focused services to meet personal, business, and wealth-management financial objectives. Creating Possibility is not just our mission, it’s what we do every day for clients and associates. Learn more about Sunflower Bank at sunflowerbank.com.

Sunflower Bank, N.A. is looking for an energetic, highly motivated individual to fill the full-time position of Treasury Management Operations Supervisor (Client Support).

Description:

The Treasury Management Operations Specialist (Client Support) is responsible for delivering exceptional service to Treasury Management clients by addressing inquiries, resolving issues, and fulfilling service requests in a timely and accurate manner. This role serves as a key point of contact for clients, ensuring high-quality experience while adhering to established service standards, operational procedures, and performance goals. Client inquiries will primarily be managed by phone and email, with additional responsibilities assigned as needed.

Responsibilities:

• Provide exceptional service to internal and external customers.
• Manage the workflow of their employees, create team schedules and delegate tasks.
• Assess the work performance of their employees and identify areas that need improvement.
• Ensure that KPI’s, SLA’s, and Performance Standards are met.
• Train and onboard new hires to ensure they understand their role.
• Acts as an escalation point for Treasury Management Client Support issues.
• Provide client support for all Treasury Management products and services; including, but not limited to, ACH Origination, Remote Deposit Capture, Online Wire Transfers, Positive Pay, Commercial Online Banking, Bill Pay, Sweep Accounts and Lockbox.
• Provide client support and training to clients for all Treasury Management products and services over the phone, remotely using web conferencing software and as needed, in person.
• Assist clients with file format setup and support for ACH, Wires and Positive Pay.
• Answer incoming calls and respond to requests received by phone and email from Clients, and internal Bank personnel.
• Develop and maintain a collaborative relationship with other Bank departments.
• Perform permanent and temporary ACH, RDC and Wire limit increases adhering to procedures.
• Ensure compliance with Bank policy and procedure, Federal Regulation and NACHA Rules.
• Maintain a working knowledge of all TM functions.
• Monthly review of customer calls handled by TM employees
• Annual Risk Review
• Considerable knowledge of Bank or Treasury Management products and services required.
• Ability to lead and manage teams effectively
• Strong organizational and interpersonal skills.
• Demonstrated ability to break down problems, investigate root causes and identify timely resolutions.
• Demonstrated ability to learn new processes and to adapt and thrive in a fast paced, changing environment.
• Ability to maintain attention on the matter at hand with frequent interruptions during the day.
• Ability to assist in system upgrade testing and system migrations.
• Attend and participate/delivery critical information in in-person or virtual calls.
• Proficient PC skills including familiarity with browsers, experience with Microsoft Office, especially Excel and Word, and proficiency at keyboarding.
• Comfort with troubleshooting technical issues.
• Ability to effectively present information in one-on-one and small group situations, to clients and other employees in the organization.
• Treat people with respect; keep commitments; inspire the trust of others; work ethically and with integrity; uphold organizational values; accept responsibility for own actions.
• Perform other duties as assigned.
• Ability to work flexible hours, Treasury Management Client Support hours of operation are 8:00 a.m.-7:00 p.m. CST.
• Strong attention to detail.
• Self-starter.

Education / Experience Preferred:

• Three years of previous work experience in Treasury Management Client Support required.
• 5 years of previous supervisory experience preferred.
• Prior experience supervising or leading client support, customer service, or operations teams.
• Demonstrated success with coaching, performance management, and employee development.
• Proven ability to motivate teams in high-volume or fast-paced environments.
• Experience identifying and implementing process improvements or efficiencies.
• Experience supporting change initiatives or system implementations.

Pay is dependent on knowledge, skills, abilities, experience, and location.

Working Conditions

The physical demands of this position require the ability to perform essential job functions with or without reasonable accommodation. Employees may spend extended periods sitting or standing, using hands to operate computers or other equipment, and reaching for work-related tasks. Regular walking may be required, along with occasional bending, stooping, kneeling, or climbing. The role may involve lifting or moving items weighing up to 10 pounds. Vision requirements include close and distance vision, color and peripheral vision, depth perception, and the ability to adjust focus.

Sunflower Bank Benefits

People choose to “bank” with us, but for those we serve, we’re more than a bank. We strive to be the financial backbone of their lives, and we know that starts with our team.

Our supportive culture empowers team members to grow and seize new opportunities. Like our namesake, the sunflower, we are:

• Rooted in Strength
• Propelled by Growth
• Individuals in a Great Whole
• Creating Possibility
• Community Focused

Associates enjoy outstanding benefits, including:

• 401(k) Plan with 6% Match
• Health/Dental/Vision Insurance
• Company-paid Life Insurance
• Tuition Reimbursement
• Fitness Reimbursement
• Paid Time Off
• Volunteer Leave
• Paid Holidays
• Plus many more associate perks & incentives!

If you qualify, apply online at www.sunflowerbank.com/careers.

You’ve never worked anyplace like Sunflower Bank!

EOE/AA: Minorities/Females/Disabled/Vets

Sunflower Bank, N.A. is an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, protected veteran status, status as a qualified individual with a disability, sexual orientation, gender identity, or any other characteristic protected by law.

Open until filled; early application encouraged. This vacancy announcement may be used to fill similar positions within 90 days.

If you are a California resident, you may be entitled to certain rights regarding your personal information, which is information that identifies, relates to, or could reasonably be linked with a particular California resident or household. Additional information about our data collection practices and location specific notices is available on our privacy policy.