Treasury Solutions Client Advocate Lead

SUMMARY: The TS Client Advocate Lead is responsible for overseeing the ongoing support for TS clients, training of all support reps, Client Concierge & Live Support QA, load balancing, queue monitoring, SLA Management, maintaining call scripts for Client Concierge & Support, creating & maintaining Policies & Procedures, and managing PTO & employee reviews.

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties and special projects may be assigned.

• Oversee the Ongoing Training needs of TS Clients.
• Ensure that the Support Service Level Agreement (SLA) & queue coverage is maintained in accordance with Client Advocate Procedures.
• Create & monitor nCino & TalkDesk reports and dashboards to actively monitor Support queues.
• Load-balance in accordance with the needs of the queues.
• Partner with appropriate TS teams to Develop a Support Tactical Team & strategy to focus on large implementations or urgent requests to avoid impacting all LOBs.
• Develop a scalable support model.
• Work, meet, and coordinate with 3rd party vendors as needed.
• Monitor Client Concierge calls in real-time for accuracy and adherence to team procedures.
• Review Client Concierge pre-recorded calls for accuracy and adherence to team procedures.
• Collaborate with Support Leads in verifying that Support Team call scripts are accurate.
• Periodic review (Quarterly or as needed) of all Client Concierge call scripts.
• Collaborate with Training Lead in verifying that Support Team Procedures are accurate.
• Work with Client Advocate Team Lead in developing automation opportunities.
• Ensure that the business flow is not interrupted by managing Support Rep PTO.
• Mid-year and EOY Support Rep reviews.
• Periodic check-ins with Support reps in verifying they are on track with their goals.
• Develop Specific, Measurable, Achievable, Relevant, Time-bound, Evaluated, and Reviewed (SMARTER) yearly goals for the Support Reps.
• Make suggestions for efficiencies on training and help identify areas of automation.
• Adheres to and complies with applicable, federal and state laws, regulations and guidance, including those related to anti-money laundering (i.e. Bank Secrecy Act, US PATRIOT Act, etc.).
• Adheres to Bank policies and procedures and completes required training.
• Identifies and reports suspicious activity.

EDUCATION

HS Diploma required Bachelor's Degree preferred.

EXPERIENCE

• Minimum of 5 years of Call Center experience including at least 5 years of Commercial products experience required.
• Minimum of 5 years of client support experience required.
• Treasury Solutions/Cash Management products experience required.
• Customer support experience required.
• Strong communication skills and active listening skills required.
• Ability to multi-task, prioritize, and manage time effectively required.

KNOWLEDGE, SKILLS AND ABILITIES

• Knowledge of Treasury Management/Solutions' core products is a requirement.
• Bilingual candidates preferred but not required.
• Displays empathy with the clients by actively listening to their concerns, reflecting back their emotions, and summarizing their main points.
• Demonstrates ability to leading/communication/organizing a team.
• Demonstrate a Client-Centric business Acumen with an emphasis of the supported market segments.
• Solutions-oriented when resolving client issues.
• Clear & effective communicator written and oral.
• Proficient in nCino & other internal applications.