TM Product Support Specialist II

Summary: Dime Community Bank (Dime) is currently hiring for a Treasury Management (TM) Product Support Specialist II to work remotely as a member of Dime's Call Center. The Treasury Management (“TM”) Product Support Specialist II will be primarily responsible for providing all methods of assistance to customers with TM products. Prior business banking experience required.

Salary commensurate with experience, ranging from $50,000 to $60,000 annually. The exact compensation may vary based on relevant experience, skills, education, training, licensure and certifications, and location.

All applicants need to attach a recent resume. This is a remote role.

Responsibilities:

• Onboard all TM products working with the TM Sales and TM Operations teams.


• Adhere to all policies and procedures regarding TM products and their temporary and permanent approvals.


• Assist customers with any TM products including Bridge Business Connect, Remote Deposit, Wire and ACH Processing.


• Use problem solving methods to listen, empathize, apologize, react, and notify the customer of a solution.


• Answer inquiries and resolves problems by clarifying desired information; researching and exploring answers and alternative solutions; implementing solutions; escalating unresolved problems.


• Convey information to customers in a clear, compelling way that will positively influence their thoughts and actions.


• Sell additional services by recognizing opportunities to up-sell accounts; explain new features.


• Answer all inquiries regarding the TM Department’s service/product promotions and advertisements.


• Protect confidential customer information and ensure that customer identity is always certain, in compliance with Call Center work procedures.


• Monitor for suspicious account activity and take necessary action to mitigate risk to protect Dime and our customers from potential loss.


• Fulfill all assigned responsibilities as described in applicable operational procedures with minimal supervision.


• Maintain knowledge of and comply with regulations that include but are not limited to overdraft protection, Reg E, Reg D, Bank Secrecy Act (VSA), Reg CC, privacy-Gramm-Leach-Bliley Act (GLBA) and Non-public Personal Information (NPPI) regulations, Right to Financial Privacy ACT (RFPA) identify theft red flags, Unfair Deceptive or Abusive Acts or Practices (UDAAP), Financial Elder Abuse, OFAC.


• Seek opportunities to enhance knowledge of Dime’s products and services as well as solutions to satisfy customer needs.

Other responsibilities include:

• Assist with scheduling of the TM Service Team, which includes any overtime on Friday evenings and Saturdays.


• Handle the higher level of service for all TM products with ease and confidence.


• Provide training of TM products to TM Product Support Specialist I staff.


• Provide guidance and authority of the TM Service team.


• Be able to handle any internal team conflicts with quick and amenable resolutions.


• Manage the Sharepoint ticket system. Delegate to other members of the team when needed due to volume or absences.


• Be a point person for any issues that need escalating.


• Manage the follow up of issues that have been distributed to other departments.


• Continuously provide information to team members and assure their understanding of the subjects.


• Maintain open communications with the TM Sales team of any issues or changes that would impact their daily contact with customers or responsibilities.

Qualifications:

• High School Diploma or equivalent.


• Prior business banking experience required.


• Strong computer skills required (Microsoft Office including Outlook, Word, Excel, and PowerPoint).