Treasury Customer Care Center Team Leader

Job Summary: The Treasury Customer Care Center (TCC) team manager leads the Treasury Customer Care Team in all areas of Customer service and support for Corporate & Professional Treasury clients. The TCC manager is responsible for executing the bank's strategy for the customer service experience within the TCC through strong leadership, development of processes, implementation of projects and change and fostering an environment of teamwork, empowerment and mutual accountability that are aligns with the bank's goals. This position leads a team 4-8 TCC specialists to provide a superior customer service experience through coaching and mentoring, implementation of customer contact center best practices. This leader partners with the Cash Management team to support and deliver superior customer service and sales support during and after onboarding. This leader is responsible for driving results through collaboration, learning and influence within their team. They will work directly with branches, Business Care Center (BCC) and Cash Management to support and ensure timely resolution of customer and department issues. The TCC team manager is responsible for the evaluation and analysis of the customer experience, adherence to policies and procedures, compliance to regulations and risk guidelines within the TCC and the bank. This position is responsible the development, documentation and maintenance of TCC procedures, job aides and other support tools that will facilitate success in delivering a superior experience for the employee and customer. The position will continuously review and monitor the TCC for consistency, trends and continuous process improvements. This position will partner with Cash management and Business Customer Care Center (BCC) to insure support and alignment to the share goals and strategy of Treasury Teams in Needham Bank. Ultimate success for this role is measured by delivering to the bank's strategy of a superior customer and deepened Customer relationships and employee experience in the Treasury Customer Care Center, Cash Management Team and the Business Care Center.

Qualifications:

To perform this job successfully, the individual must be able and willing to perform all essential duties satisfactorily. This document is not intended to be an exhaustive list of all essential duties required. Reasonable accommodations, as determined by management on a case-by-case basis, may be made to enable individuals with disabilities to perform essential duties.

ESSENTIAL DUTIES & RESPONSIBILITIES

• Lead a team of Treasury Care Center (TCC) specialists in the delivery of a superior customer experience and the implementation of bank strategies and initiatives within the bank.
• Support the development of procedures, training and lead in the implementation of projects within the TCC that support the banks strategic initiatives.
• Utilize key performance indicators (KPI) to measure and manage performance, and identify process improvements that drive efficiency, deepened customer relationships and improve customer experience.

• Serves as the first escalation point for issues that arise within the Team.
• Lead and oversees daily operational service, quality and productivity of the BCC. Ensure the adjustment of staff schedules to properly allocate resources to develop higher quality service and maximum productivity. Supervise day-to-day activities of team members and department work flow.
• Leads the Team in all designated functions of Treasury Management Services including but not limited to Business Online Banking, Business Mobile Banking, Business Bill Pay, Remote Deposit Capture (RDC), Positive Pay, ACH and Wire Origination, Positive Pay, SFTP, Lockbox, Sweep Services, and IntraFi.
• Maintain expert level of knowledge of the Bank's Treasury Management products and services, and managing inherent risks with these services
• Support the Cash Management Relationship Management team in servicing existing relationships.
• Identify and implement controls to mitigate risk and minimize fraud for new and/or existing products, solutions and services.
• Participate in the review and recommendations of operational systems and updating of departmental procedures as needed.
• Responsible for timely preparation of monthly report of activities and completion of quality reviews.
• Responsible to interview, hire, communicate and train employees. In addition, plan, assign, direct work, and address complaints and resolve problems.
• Responsible to plan and set performance goals for team and support the development of plans to achieve performance and career planning goals.
• Observe performance, coach, develop and document performance and action plans and reviews. Identify strengths and opportunities from observations and data including possible root cause of willingness, knowledge and skills.
• Develop action plans to realize goals of efficiency and exceptional customer experience.
• Perform additional duties as requested, needed or assigned

JOB REQUIREMENTS

• Strong leadership abilities and experience in banking and Call Centers
• Highly motivated professional with the ability to handle multiple priorities and complete tasks/projects with stated deadlines
• Self-motivated with strong organizational and time management skills and ability to work independently
• Superior customer service and problem-solving skills
• Attention to detail, and the capability and drive to identify, analyze, and solve problems collaboratively
• Demonstrated ability to foster teamwork and develop people.
• Strong written and verbal communications skills and ability to influence others
• Adapt and help others manage change
• Knowledge of Bank process and systems
• Strong computer and technical skills

Needham Bank offers a competitive salary and an amazing benefit package for a full-time employee which includes fully paid medical and dental insurance, HRA, 401(k) plan with an 8% bank match, paid time off (PTO), paid holidays, a bonus program, flexible spending accounts, vision service plan, group term life insurance, short and long term disability insurance, tuition reimbursement, and an Employee Assistance Program. We offer a great benefit package to our eligible part-time employees as well.

At NB, we are dedicated to building a diverse, inclusive and authentic workplace - if you are excited about this role, but your past experience doesn't align perfectly with every qualification in the job description, we still encourage you to apply. You may be just the right candidate for this or other roles.

Needham Bank is an Equal Opportunity/Affirmative Action Employer. Needham Bank will provide all applicants for employment and all employees with equal opportunity for employment and promotion regardless of race, color, religion, gender, national origin or ancestry, age, disability, veteran status, military service, sexual orientation, genetic information, or gender identity.