Treasury Support Specialist

Position Summary

Responsible for providing dedicated support to commercial customers and business banking clients through inbound and outbound business calls, treasury management servicing, business online banking implementation, customer training, commercial deposit support, and resolution of escalated service needs. This position serves as the subject matter expert for complex business customer inquiries, including but not limited to Positive Pay, ACH file origination, Remote Deposit Capture, wires, bill pay, sweep accounts, lockbox, merchant services, ICS, ZBA, treasury management entitlements, user access, token distribution, documentation, and related implementation support. The role provides support for treasury service implementations and ongoing servicing while also providing overlay support for escalations, fraud-related inquiries, risk escalation, internal coordination, and overflow customer call volume as needed.

Essential Functions

• Receive and respond to inbound business customer calls, place outbound business calls, and provide overflow customer support as needed through the Customer Service Center / Helpdesk.
• Serve as a dedicated support resource for commercial customers and business banking services, including complex business onboarding, setup, implementation, and ongoing service needs.
• Provide end-to-end implementation, customer training, and ongoing support for treasury services, including Positive Pay, ACH file origination, Remote Deposit Capture, wires, bill pay, sweep accounts, lockbox, merchant services, ICS, ZBA, and related business online banking services.
• Perform treasury management servicing and entitlement maintenance, including business online banking access, user permissions, token distribution, and related customer setup activities.
• Prepare, review, collect, and maintain required customer documentation, agreements, service forms, implementation records, onboarding checklists, and maintenance requests to support accurate and complete treasury service setup.
• Support commercial deposit account servicing and documentation, including account opening or maintenance support, entity documentation, authorized signer information, account disclosures, Know Your Customer updates, and customer record accuracy in coordination with applicable internal departments.
• Research, troubleshoot, and resolve escalated treasury service issues, complex business customer inquiries, fraud-related matters, payment service concerns, and risk escalations, taking ownership through resolution and coordinating with internal partners when needed.
• Provide overlay support for escalations and serve as the subject matter expert for complex business customer servicing and business online banking implementation.
• Participate in client discovery conversations for complex commercial clients in partnership with relationship managers to identify client needs, support treasury recommendations, and assist with analysis service package discussions.
• Serve as an internal liaison between Treasury Management, relationship managers, Retail, Deposit Operations, Customer Service, Technology, Fraud/Risk, Compliance, and other operational teams to coordinate complex commercial client service implementations, documentation, issue resolution, and ongoing support.
• Provide customer education and training on business online banking, treasury service functionality, file submission requirements, exception processing, fraud prevention tools, reporting features, and service procedures to support effective customer adoption.
• Identify opportunities to convert appropriate small business and non-analyzed accounts to analyzed relationships using analyzed versus non-analyzed tracking and client activity review.
• Support creation and maintenance of dashboards or reporting used to track business customer activity, business support volume, treasury servicing, escalations, and conversion opportunities.
• Perform other duties as assigned based on business needs, including customer service overflow, special projects, process improvement, and documentation support.

Education

• Required Experience: Five or more years of banking, customer service, treasury management support, deposit operations, business banking, branch operations, or related financial services experience.
• Preferred Experience: Experience supporting commercial customers, business online banking, ACH origination, Positive Pay, account analysis, ICS, ZBA, or treasury management services.
• Required Education: High school diploma or equivalent required; Associate's Degree or equivalent banking experience preferred.

Knowledge, Skills, and Abilities

• Knowledge of business banking, treasury management services, deposit products, commercial customer servicing, and related operational processes.
• Understanding of ACH origination, Positive Pay, Remote Deposit Capture, online wires, bill pay, sweep accounts, lockbox, merchant services, business online banking, user entitlements, security tokens, ICS, ZBA, and account analysis concepts preferred.
• Ability to provide professional, white glove service to commercial customers while managing complex or escalated service matters with urgency and accuracy.
• Strong oral and written communication skills, including the ability to explain technical or operational information clearly to customers, relationship managers, and internal teams.
• Ability to research issues, identify root cause, coordinate internal resources, and follow through until customer needs are resolved.
• Strong organizational skills with the ability to manage multiple implementations, escalations, calls, and follow-up items simultaneously.
• Detail-oriented with the ability to maintain accurate documentation, track customer activity, support dashboard reporting, and complete entitlement or setup tasks thoroughly.
• Ability to prepare, review, organize, and maintain customer agreements, implementation documents, account maintenance forms, onboarding records, and service documentation with a high degree of accuracy.
• Ability to identify fraud indicators, support fraud prevention tools, escalate risk concerns appropriately, and communicate customer-impacting issues clearly and professionally.
• Ability to train customers and internal partners on treasury management services, business online banking functionality, customer procedures, and service expectations.
• Ability to identify customer needs, recognize opportunities for treasury service recommendations, and support conversion of appropriate non-analyzed accounts to analyzed relationships.
• Ability to work independently and collaboratively while serving as a liaison among Treasury Management, relationship managers, Retail, Deposit Operations, Customer Service, Technology, Fraud/Risk, Compliance, and other internal partners.
• Knowledge of applicable banking rules, regulations, policies, procedures, and risk controls related to customer access, payment services, and business account servicing.

Compliance

It is the responsibility of each bank staff member and of management to adhere to policies and procedures designed to implement compliance with the laws and regulations to which the bank is subject. Each bank staff and management member shall be accountable for understanding how compliance with laws and regulations affects the performance of their day-to-day duties, for completing compliance training as assigned and for carrying out those duties in a manner to achieve compliance with those laws and regulations.

All qualified applicants will receive consideration for employment without regard to race, color, age, religion, gender, sexual orientation, gender identity, national origin, protected veteran status or disability.

This job description is not an employment agreement or contract, implied or otherwise. Unity Bank maintains "at will" employment.

This document describes the position currently available. It is intended to convey information essential to understanding the scope of the position and is not an exhaustive list of skills, efforts, duties, responsibilities, or working conditions associated with it. Unity Bank reserves the right to modify duties or job descriptions at any time. Nothing in this job description restricts management's right to assign or reassign duties and responsibilities at any time. Individuals may perform other duties as assigned, including work in other functional areas to cover absences or relief, to equalize peak work periods, or otherwise balance the workload.

Unity Bank is committed to the principles of equal employment opportunity and prohibits discrimination in hiring, promotion and terms and conditions of employment on the basis of race, creed, color, national origin/nationality, ancestry, religion/religious practices or observances, age, sex, gender identity or expression, affectional or sexual orientation, marital status, civil union status, domestic partnership status, disability or perceived disability, atypical hereditary cellular or blood trait, genetic information, and status as a veteran or disabled veteran of, or liability for service in, the Armed Forces of the United States.

Unity Bank commits to making reasonable accommodation to the known physical or mental limitations of qualified individuals with disabilities and qualified disabled veterans provided the individual is able to perform the essential functions of the job, unless such accommodation would impose an undue hardship upon Unity Bank. A qualified employee or job applicant with a disability may request a reasonable accommodation by contacting Unity Bank's human resources department.