Treasury Management Quality Improvement Analyst

Overview

This role supports Treasury Management teams by monitoring and evaluating client interactions through phone and ticket systems, assisting with onboarding and training effectiveness, and ensuring documentation and internal procedures align with regulatory requirements.

Responsibilities

• Support calls and ticket responses by assessing associate demeanor, technical accuracy, customer service performance, and adherence to department policies and procedures.
• Assist Treasury management in 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.
• Evaluate client interactions primarily through phone and ticket systems.
• Create and schedule team building activities to maintain team morale.
• Encourage team members to use available resources to support self-development.
• Ensure client Treasury Management documentation, internal processes, and procedures comply with regulatory guidelines.
• Collaborate with Treasury leadership to maintain department 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 required.
• 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
  • Service setup documentation
  • Operating systems
  • Data transmissions, file formats, and protocols used to deliver and support Treasury Management products and services.

Requirements

• Excellent communication skills.
• Ability to handle difficult and stressful situations with professional composure.
• Analytical skills.
• Familiarity with treasury systems and technology.
• Strong organizational skills.
• Strong knowledge of personal computer, Microsoft Office, and other software used in the department.
• Strong attention to detail and accuracy.
• General banking knowledge.

Qualifications, Education, and Certification Requirements

• Education: Bachelor’s degree or equivalent experience.
• Experience: 2+ years of banking experience; minimum of 2 years related experience (Treasury Management product support / Implementations).
• Certifications/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 large amount of time in front of a computer (sitting or standing using the right desk).
• Constant communication with different levels of teammates and leaders.
• Must be able to exchange accurate information in these situations.

Work Environment

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

Equal Opportunity Employer

Equal Opportunity Employer, including disabled/veterans.