Merchant Services and Treasury Management Support Officer

Overview

Invest In You! Tri City National Bank is not just a bank; it's your community banking partner, deeply committed to prioritizing customers, building strong relationships, and fostering a sense of belonging. Our team-oriented environment offers exceptional opportunities for personal and professional growth, celebrating success, and providing excellent benefits along the way. We believe in unparalleled customer service and the right banking solutions to help fulfill financial dreams and contribute to community growth.

 

The Merchant Services and Treasury Management Support Officer delivers high-quality relationship management and customer service by supporting all Merchant Services, Remote Deposit Capture, and Cash Management products, as well as handling document preparation and processing. This role is also responsible for Business Products and Services offered through Business Digital Banking and maintaining comprehensive knowledge of all business products.

 

This position is in office at our Operations Center located in West Allis, WI. 

Responsibilities

Merchant Services:

• Provide extraordinary client service to merchants via on site visits, inbound phone calls, email or chat.
• Provide extraordinary service and sales support to agents and partners.
• Respond to incoming customer requests quickly, proficiently, and professionally while meeting specific quality expectations.
• Answer merchant questions and resolve customer support problems related to billing, account management and troubleshooting.
• Assisting with the installation of equipment and services for merchants

Treasury Management:

• Establishes and maintains client relationships by setting up, servicing, and maintaining all cash management products and services.
• Handles client issues by providing timely information and options for resolution, ensuring prompt and appropriate responses to all reasonable requests.
• Develops and maintains relationships with clients. Identifies client requirements and recommends appropriate services.
• Responds to customer inquiries on internal products, services, and credit card processing activities for the industry.
• Leads cash management discussions by identifying client needs and explaining product features and benefits.
• Proactively reviews client base to identify deposit and cash management solutions, cross-sell opportunities, and assist in closing sales.
• Maintains up-to-date knowledge of cash management products, services, and pricing to remain competitive.
• Supports client retention, revenue growth, portfolio quality, fee income, cross-sales, referrals, client satisfaction, and knowledge of cash management solutions.
• Train bank employees on products, services, policies, and procedures.
• Provides cash management support by reviewing documentation for accuracy and monitoring exceptions.
• Identifies ways to improve and streamline services for greater efficiency and quality assurance.
• Collaborates with internal teams and third-party vendors to provide input on modifications and implementations related to cash management services and daily client service delivery.
• Thoroughly describe and document work using multiple call ticketing systems.
• Maintains knowledge of all regulatory and compliance requirements related to company policies and procedures.
• All other duties as assigned.

Qualifications

• Bachelor’s or Associate degree preferred; relevant experience in sales, banking, or merchant services can be considered.
• Proven experience with CRM systems and a strong background in sales and client management.
• Excellent verbal and written communication skills, particularly in a sales or customer service setting.
• Ability to multitask, problem-solve, and deliver superior customer service.
• Experience in the banking, credit card processing, or e-commerce industries is preferred.
• Proficiency in Microsoft Word and Excel is essential.
• Bi-lingual (Spanish) is a plus but not required.
• Must have extensive knowledge of all Cash Management products which would include Business Online Banking, Mobile Banking, Remote Deposit Capture, ACH, Bill Pay, Positive Pay and Wire Transfer products. 
• Know and understand all regulatory and compliance requirements with respect to the company’s policies and procedures.
• 3-5 years’ banking experience.
• Basic analytical ability required to gather and interpret data and generate accurate reports.
• Must have a working understanding of Bank and departmental principles, procedures, and terminology. Must adhere to all Bank policies.
• Familiarity and experience with computer hardware and software packages including Microsoft Word, Excel, and Outlook. Must be able to navigate on the internet and learn website functions.
• Ability to interact with customers, employees, and vendors in a professional and courteous manner.
• Ability to maintain confidentiality of customer data.
• Must have superior organizational skills, pay attention to detail, and possess ability to work independently.
• Requires travel to customer locations. Must have a valid driver’s license and access to an insured automobile.
• Ability to work effectively under pressure.
• Possesses a high degree of interpersonal and professional skills. Must be customer service oriented.

Why Join Us: 

• Community Impact: Be part of a local bank deeply rooted in community values, contributing to the growth and prosperity of our neighborhoods.
• Innovation: Embrace a dynamic and evolving work environment that encourages fresh perspectives and continuous learning.
• Career Growth: Unlock future opportunities for personal and professional development as you navigate through our Pathways for Success.
• Celebration of Success: Join a team that values and celebrates individual and collective achievements.
• Work Life Balance: No early mornings or late nights, enjoy a predictable schedule with major holidays off.
• Great Employee Benefits that start on the 1st of the month after your hire date!
• Part-Time:
• 401(k) with company match 
• Up to 20 hours of paid vacation after 6 months
• Full-Time:
• 401(k) with company match
• Tuition reimbursement
• Medical, dental, and vision coverage
• Paid vacation and more!

Equal Opportunity Employer/Veterans/Disabled 

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability. 

 

Reasonable Accommodation

If you are an individual with a disability and would like to request a reasonable accommodation as part of the employment selection process, please contact Human Resources at 414-761-1610 or [email protected]

(**Must be 21 to enroll in 401(k), and must work an average of 20+ hours per week in order to be eligible for paid vacation.)