GENERAL SUMMARYThe Treasury Management Call Center Officer serves as a senior Treasury Management subject matter expert responsible for delivering advanced client support, managing complex service escalations, supporting strategic initiatives, and ensuring exceptional service delivery for Treasury Management products and services.
This position functions as the highest-level escalation resource within the Treasury Management Call Center and provides operational expertise for Commercial Online Banking, ACH Services, Wire
Transfers, Positive Pay, Remote Deposit Capture, Lockbox, Account Reconciliation, Cash Vault, and other Treasury Management solutions.
The Officer works closely with Treasury Management Sales Officers, Relationship Managers, Branch Management, Operations, Information Technology, Product Management, Compliance, and Risk Management to ensure timely resolution of client issues, mitigate operational risks, improve processes, and enhance the overall client experience.
The Treasury Management Call Center Officer serves as a trusted advisor to both internal business partners and commercial clients while driving service excellence, operational efficiency, and product adoption.
DIRECT REPORTSIncumbent has no direct reports.
ESSENTIAL FUNCTIONSAdvanced Treasury Management Support- Serve as the primary escalation point for complex Treasury Management and Commercial Online Banking issues.
- Provide advanced support for commercial and business clients utilizing Treasury Management services.
- Research and resolve complex issues involving ACH, wire transfers, fraud prevention services, file transmission, user entitlements, and online banking functionality.
- Coordinate resolution efforts across multiple business units and vendors.
- Ensure timely and accurate communication with clients and internal partners throughout the resolution process.
Treasury Management Product ExpertiseMaintain advanced knowledge of:
- Commercial Online Banking
- ACH Origination and Reporting
- Wire Transfer Services
- Positive Pay
- Account Reconciliation Services
- Lockbox Services
- Cash Vault Services
- Remote Deposit Capture
- Fraud Prevention Solutions
- User Entitlement Administration
- Mobile Banking Services
- Treasury Reporting Solutions
Client Relationship Support- Partner with Treasury Management Officers and Relationship Managers to support client onboarding, retention, and expansion opportunities.
- Participate in client meetings and service reviews when advanced product expertise is required.
- Provide recommendations regarding product utilization and best practices.
- Assist with high-value or complex client relationships requiring specialized support.
Operational Risk Management- Identify operational, fraud, and service risks associated with Treasury Management products.
- Ensure compliance with Bank policies, NACHA rules, regulatory requirements, and internal controls.
- Review service trends and recommend corrective actions to reduce risk and improve performance.
- Support internal audits, regulatory examinations, and control testing activities.
- Escalate significant operational concerns and client-impacting issues appropriately.
Product Support and Strategic Initiatives- Participate in Treasury Management product implementations and system upgrades.
- Assist with user acceptance testing, validation, and production readiness activities.
- Recommend enhancements to improve operational efficiency and client experience.
- Collaborate with Product Management and Technology teams on new product development and service enhancements.
- Support departmental strategic projects and digital transformation initiatives.
Process Improvement- Analyze support trends and identify root causes of recurring issues.
- Develop recommendations to improve workflows, controls, and service delivery.
- Create and maintain support procedures, job aids, and client-facing documentation.
- Assist with development of service quality metrics and performance reporting.
Leadership and Mentoring- Serve as a technical mentor and subject matter expert for Treasury Management Support Specialists.
- Assist with onboarding and training of new team members.
- Provide guidance regarding Treasury Management products, procedures, and regulatory requirements.
- Lead special projects and departmental initiatives as assigned.
- Act as a departmental resource during periods of high volume or escalated client concerns.
QUALIFICATIONSEducation - Bachelor's Degree in Business Administration, Finance, Accounting, Information Systems, or related field preferred.
- Equivalent banking experience may be considered in lieu of education.
Experience- 3 -7+ years of Treasury Management, Commercial Banking, Cash Management, or Commercial Online Banking experience.
- Advanced Treasury Management product knowledge.
- Experience supporting complex commercial and business clients.
- Experience managing escalated client service issues.
- Experience participating in system implementations, conversions, and technology initiatives.
- Experience partnering with Treasury Sales, Operations, and Technology teams.
Knowledge- Treasury Management Services
- Commercial Banking Operations
- ACH Rules and Compliance
- Wire Transfer Regulations
- Online Banking Systems
- Fraud Prevention Controls
- Commercial Deposit Products
- Operational Risk Management
- Banking Regulations
- Information Security Practices
Skills and Abilities- Strong client relationship management skills.
- Advanced analytical and troubleshooting capabilities.
- Excellent written and verbal communication skills.
- Strong presentation and training abilities.
- Exceptional organizational and problem-solving skills.
- Ability to manage multiple priorities simultaneously.
- Proficiency with Microsoft Excel, Word, PowerPoint, and banking applications.
- Bilingual Mandarin and/or Cantonese preferred.
OTHER DETAILSPay Range: $91,000 - $110,000Pay determined based on job-related knowledge, skills, experience, and location.
This position may be eligible for incentive compensation.
Cathay Bank offers its
full-time employees a competitive benefits package which is a significant part of their total compensation. It is our goal to provide employees with a comprehensive benefits package to fit their needs which includes, coverage for medical insurance, dental insurance, vision insurance, life insurance, long-term disability insurance, and flexible spending accounts (FSAs), health saving account (HSA) with company contributions, voluntary coverages, and 401(k).
