Job Summary:

Acts as the liaison between Treasury Solutions Consultants, Deposit Operations, and Relationship Managers. Manages the implementation of new services and additional services to ensure rapid revenue realization. Maximizes product penetration and customer satisfaction from new and existing customers by delivering excellent customer service.

Essential Duties and Responsibilities:                                                                     

Sales Support (10%):  

• Assists Treasury Solutions Consultants as needed with client presentations and RFPs
• Manages documentation of new services and change requests to include creation, acquiring, processing, and archiving documentation
• Reviews and updates task and activity logs for new business
• Assists Treasury Solutions Consultants in client needs analysis
• Helps Treasury Solutions Consultants cross-sell new products and solutions
• Prepares periodic relationship updates for Treasury Solutions Consultants
• Makes referrals to the branch and other lines of business

Client Account Management (60%): 

• Serves as the primary contact and subject matter expert for designated Treasury Solutions clients for implementation of new treasury services and changes to existing services.
• Educates and trains clients to properly use Bank services, such as online banking and treasury services (e.g., Wires, ACH Origination, Remote Deposit and Fraud Protection services)
• Provides ongoing support for existing clients; serves as an escalation point for service issues
• Supports the completion of follow-up tasks as a result of client calls
• Researches and resolves billing inquiries; addresses operationally caused service issues
• Communicates and exchanges information with internal partners, including Relationship Management (Commercial and Branch), Operations, Fraud and Customer Service
• Supports Treasury Solutions Consultants to ensure compliance with risk, credit, and client management processes where applicable
• Assumes responsibility for client satisfaction delivered by the extended client support team; communicates regularly with and exchanges client information with Treasury Solutions

Consultants, Relationship Managers, Operations, and Customer Service units

• Channels client feedback to Treasury Solutions Consultants, Relationship Managers, Operations, Fraud and Customer Service units as needed
• Works with treasury clients to resolve advanced technical issues such as NACHA file formatting and Positive Pay file uploads, and remote deposit capture errors
• Performs temporary and permanent ACH and remote deposit limit increases
• Stays abreast of ACH Rules changes to assist client understanding and compliance
• Work directly with software providers to escalate and resolve technical issues for clients
• Manages / oversees Treasury clients Business Online Banking service

 Administration (30%)

• Assist with internal and external audits as needed
• Update TS internal documents as needed
• Perform monthly billing tasks
• Assist with periodic customer reviews
• Assist with cross-functional project teams during system integrations, migrations and upgrades

Special Projects/Other: Attends training courses during the year to enhance knowledge base and participate in sharing the information as part of department training. Complete assigned training, including required tests, within the indicated timeframes. Assists with special projects and other duties as assigned. Approximately 10-15% travel to Bank locations and subsidiaries within central and eastern Virginia.

Qualifications:

Education and Experience:  High School diploma or equivalent required; Associate’s degree strongly preferred.  Bachelor’s degree in a business discipline desired. Professional designation in treasury management, such as CTP and/or AAP desired. A combination of education and experience will be considered. 3-5 years of previous banking experience is required. 2-5 years of cash management experience is required. 3-5 years of proven client management experience is required. A demonstrated understanding of cash management products and services is required.

Knowledge, Skills, and Abilities:  Excellent communication, organizational, and analytical skills are required to perform successfully in this role. Must be able to effectively utilize technology tools, such as PC and MS Office. Able to communicate effectively with people at all levels is required. Must be effective with time management and be detail oriented.

Travel

Must be able to travel to all Bank locations, including subsidiaries.

Physical demands:  

Employee may experience the following physical demands for extended periods of time: view computer monitors, keyboarding, sitting, motion of fingers/hands/wrists, and standing/walking. 

Work Environment:

Work is performed onsite in an operational office environment.

Note:

This job description contains the essential functions, duties, and responsibilities of the position in accordance with the Americans with Disabilities Act (ADA).  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. C&F Bank reserves the right to make future revisions to this job description and the inherent responsibilities of the position based on the needs of the organization.  

Equal Employment Opportunity Statement -- C&F is committed to providing equal employment opportunity to all qualified persons and reaffirms in policy and practice that it shall not discriminate against applicants or employees because of race, color, religion, gender, age (over 40), disability, genetic information, veteran status (disabled veterans, recently separated veterans, active duty wartime or campaign badge veterans, Armed Forces service medal veterans, and Vietnam era veterans), national origin, or any other consideration protected by applicable federal, state, or local law. This applies to all areas of employment, including promotion, transfer, layoff, termination, compensation, benefits, recruitment advertising, recruitment, and selection for training.