Treasury Management Quality Improvement Analyst

Overview

This role supports Treasury Management operations by evaluating client interactions across phone and ticket channels, assisting with onboarding and quality reviews, and helping maintain compliant documentation and departmental procedures.

Responsibilities (Essential Functions)

• Support calls and ticket responses by assessing associate demeanor, technical accuracy, customer service performance, and adherence to department policies and procedures.
• Assist Treasury Management with creating training objectives for onboarding new team members.
• Create and maintain Quality Control Rubrics and other educational materials to assess training effectiveness.
• Develop questionnaires to deepen knowledge of Treasury Management products and services.
• Maintain the primary focus on evaluating client interactions via phone and ticket systems.
• Create and schedule team-building activities to maintain team morale.
• Encourage team members to use available resources for self-development.
• Ensure client Treasury Management documentation, internal processes, and procedures comply with regulatory guidelines.
• Collaborate with Treasury leadership to maintain departmental procedures.
• Conduct client onboarding and implementation quality reviews.
• Maintain appropriate tracking logs based on monitored calls and tickets.
• Provide subject matter expertise to internal bank staff as required.
• Assist with special projects as needed.
• Continuously update skills through professional training.
• Seek opportunities to improve skills through cross-training offered by the organization.
• Develop and maintain extensive technical knowledge of products, services, and pricing, including service setup documentation, operating systems, and data transmission details, file formats, and protocols used to deliver and support Treasury Management products and services.

Competencies

• Excellent communication skills
• Ability to handle difficult and stressful situations with professional composure
• Analytical skills
• Familiarity with treasury systems and technology
• Strong organization skills
• Strong attention to detail and accuracy
• General banking knowledge

Qualifications

• Education: Bachelor’s degree or equivalent experience
• Experience: 2+ years of banking experience; minimum of 2 years of related experience (Treasury Management product support / Implementations)
• Certification/Specific Knowledge:
  • Knowledge of bank operating systems and commercial banking practices
  • Knowledge of Treasury Management products, services, procedures, and practices
  • Previous experience with analysis of commercial relationships, strategic sales planning, and client issue resolution is preferred

Training Requirements / Classes

• Required annual compliance training
• New Employee Orientation

Physical Demands

• Must be able to access and interpret information on computer screens, documents, and reports.
• Requires a significant amount of time in front of a computer; work may be performed sitting or standing with the appropriate desk.
• Position involves frequent communication with teammates and leaders; must be able to exchange accurate information in these situations.

Work Environment

• Private office setting inside a cooled and heated facility.
• Ability to go to a break room or rest room during breaks.
• Flexibility to work remote at times.
• If working remotely: a secure home office environment free from background noise and distractions, and a reliable private internet connection that is not provided via cellular data (hot spot). Cable or fiber connections are preferred.
• Requirements may change as new systems and technology are delivered.
• Travel may be required to attend meetings as needed.

Compensation & Benefits

• Compensation and benefits are not specified in the provided job description.

Equal Opportunity Statement

Equal Opportunity Employer, including disabled/veterans.