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Job Title: Treasury Management Customer Analyst I
Location: Hybrid (2-3 days in office per week)
Location: Hybrid (2-3 days in office per week)
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Farmington Hills, MI Office Hours: 7:00 AM – 4:00 PM EST (1-hour lunch)
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Dallas, TX Office Hours: 9:00 AM – 6:00 PM CST (1-hour lunch)
Position Summary
We are seeking a detail-oriented and customer-focused Treasury Management Customer Analyst I (TMCA) to support the day-to-day wire volume for our Banking as a Service (BaaS) clients and provide best-in-class service across a national portfolio of 13,000 Treasury Management customers. This role will handle high volumes of internal and external customer inquiries related to Treasury Management products and services.
You will play a critical role in servicing clients in the U.S., Mexico, Europe, Southeast Asia, and other global regions, managing complex service requests, and ensuring the accurate and timely execution of wire transfers and Treasury Management support.
Key Responsibilities
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Process and support daily wire transactions for Banking as a Service (BaaS) clients.
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Analyze documentation and coordinate accurate set-up and changes for new and existing Treasury Management products and services.
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Utilize over 30 internal systems (e.g., Hogan, PEP+, PEGA, TMCC, ARP, ECIS) to research and resolve customer inquiries.
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Provide support and guidance for more than 40 Treasury Management products.
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Deliver basic customer product training and respond to “how-to” inquiries regarding system features, functions, and updates.
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Recognize and escalate high-risk or potentially fraudulent situations quickly and appropriately.
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Contribute to team key performance metrics (KPMs) for case resolution and delivery channels.
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Identify opportunities to cross-sell or up-sell additional Treasury Management services.
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Support Relationship Center call queues and provide coverage for contingency needs.
Qualifications
Education and Experience
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3 years of banking and financial services experience.
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3+ years of customer service experience in the banking or financial services industry.
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2+ years working with Treasury products and services.
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2+ years of experience writing and executing professional business correspondence for internal and external stakeholders.
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1+ year of experience troubleshooting customer issues involving web-based systems and platforms.
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Proficient in Microsoft Office Suite (Word, Excel, PowerPoint, Outlook) and web-based applications.
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Experience with internal systems such as Hogan DDA and account analysis platforms is a plus.
