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Johnson Financial Group · 8 hours ago

Treasury Management Support Specialist

Racine, WI

Full-time

Onsite

New Grad, Entry Level

Johnson Financial Group is a company that specializes in Treasury Management products and services. They are seeking a Treasury Management Support Specialist to provide customer support and operational processing for various TM products, ensuring exceptional service and effective communication with clients.

Financial ServicesInsuranceLocal Business

Work & Life Balance

Responsibilities

Assists customers with service issues for the TM suite of products and services

Independent troubleshooting to resolve service requests of varying complexity upon first contact with the client whenever possible for a TM Products

Recognize service-related patterns and analyze the issues to escalate situations as appropriate to line of business partners

Interacts effectively with customers and line of business partners on a regular basis using effective oral and written communication skills. This may include via telephone, email, written documents, and internal IM

Specialists have a certain level of autonomy when making decisions or communicating to others. The Specialist is expected to collaborate with other associates and leadership regarding critical matters and decisions

Required to meet established service level agreement (SLA) standards for calls, electronic messages, and operational tasks. SLA’s include but are not limited to: time associate is in available status for calls, average speed to answer, hold times, number of calls answered & abandon rates, message response/resolution times, completion of operation tasks, etc

Escalates incident/service requests that cannot be resolved within the SLA

Participates in educational opportunities including review of product upgrades, product enhancements, and participation in advisory/professional groups, forums and conferences

Partner with other departments to research and solve operational, system and training issues as necessary

Participates in departmental and corporate projects or initiatives to ensure understanding and translate the impact of the project in relation to the roll of the TM Support team through communication and procedural updates