TREASURY SUPPORT MANAGER
- Salary, Exempt
- 75k minimum
- Eligible for bank-wide bonus up to 8%
PRIMARY FUNCTIONS
- Manage, develop, coach, and train team of Treasury Support Specialists
- Establish and maintain customer request Service Level Agreements (SLAs) to ensure standards are met by the Treasury Support Team
- Facilitate customer service requests through various outreach channels including phone, email, online portal, live chat, etc.
- Perform direct customer communication & outreach through digital channels
- Identify and refer to sales team customer cross-sell opportunities
WHO WE ARE:
Over the years, Mercantile Bank has grown to over 40 locations, $5.6 billion in total assets, and nearly 700 employees. We're proud to say that we're now the largest bank headquartered in Michigan! Through our growth, we've remained committed to our vision to be the financial and career partner of choice, bettering the lives of our customers and enriching the communities we serve.
We focus on building partnerships, ensuring we don't lose our community banking edge that makes us flexible, quick, and able to invest back into the community through our strong local ties. Our focus on technology and innovation allows us to compete with national and regional banks.
We believe in hiring the right people and getting out of their way! By allowing people to operate with integrity and put their intellect to use, we've built a team of tenured, engaged employees who elevate themselves and their customers. We're open to new ideas, developing our people, and promoting from within whenever possible.
Our reputation as a great place to work has been consistently recognized. Our intentional efforts and investment in providing benefits, compensation, and a culture of continuous learning is how we've managed to attract and retain incredible people from inside and outside the corporate banking industry. We are proud to be one of West Michigan's Best and Brightest Companies to Work for, 16 years and counting.
We hope you'll consider joining our team!
WHO WE'RE LOOKING FOR:
We're looking for a Treasury Support Manager to lead our Treasury Support Team in Grand Rapids, MI.
As a community bank, we're dedicated to supporting our customers and helping them thrive. This role has been described as the manager of "the largest branch in the bank" because it supports all of our commercial customers. This role is essential in providing the elevated level of customer service our commercial customers depend on for all of their commercial depository and Treasury Management (TM) product needs.
From day-to-day employee management functions to solving challenging problems, you'll be on the go from the time the call center starts receiving calls until the last incident of the day is tracked in our CMS. Much of your time will be assisting in the daily operations, providing coaching and feedback for the team, overseeing dashboards and identifying areas of improvement, and providing hands-on backup support on the phones/chat/email inbox as needed.
The impact you would have in this position would be felt not only by the team of specialists but by the customers we support. Our vision is that you would have the opportunity to collaborate and work with our Treasury Training Manager and our Treasury Operations Team to identify opportunities for improvement, develop and deliver training plans and product refreshers for our employees.
Our goal is that under your leadership, the team is well prepared, efficient, and able to provide our customers with the type of service that will allow them to utilize our suite of commercial depository & Treasury Management products to operate their businesses as efficiently and securely as possible. While you wouldn't be serving our customers in a face-to-face capacity, you'll have the ability to connect digitally with customers to ensure their needs are met.
If you're someone who is organized, curious to learn, and always seeking new ways to streamline, share information, and support people with the most effective processes, you will be a great fit in this role. Your positive outlook and ability to rally the team through good times, challenging times, and the "in-between times", will be invaluable to maintaining a cohesive and successful team environment.
As our Treasury Management products are primarily online systems, you absolutely need to enjoy technology and be administratively capable. We have many TM solutions available to our commercial customers, and are continuously adding to, refining, and upgrading our product lineup. Ideally we are able to find someone who is an expert in TM products, however, we are open to considering applicants who don't have direct TM experience if they have related call-center or other management experience.
TO SUM UP:
We're looking for someone who has:
- A minimum of 2 years of management experience, preferably in a banking environment, but open to candidates who have strong management experience in a service focused industry
- A high aptitude for technology and learning new systems, with experience in Treasury Management software preferred
- A bachelor's degree in business related field strongly preferred (or HS Diploma with equivalent work experience)
- Ability and desire to work in an office environment M-F 8am-5pm (with flexibility as needed)
- Professional demeanor (attendance, appearance, interpersonal), and excellent verbal/written communication skills
- Leadership experience, with a strong focus on how to motivate, encourage, and problem solve
- A continuous improvement mindset and an uncanny ability to find efficiencies and streamline processes
WHAT WE OFFER:
We're proud to offer competitive pay, flexibility, and up to 8% annual bonus.
In addition, some of the medical and wellbeing benefits we provide are:
- Benefits start first month
- Multiple medical, dental, and vision plans to choose from
- Flexible Spending Account (FSA) and Dependent Care FSA
- Paid vacation and sick time to care for yourself and your family, and 11 paid holidays
- Company Paid Life Insurance of 3 times your annual salary
- Employee Assistance Program (EAP)
- Adoption and IVF Assistance
- Fitness Equipment Purchase Plan
- Company paid time to volunteer, with strong focus on community involvement
We also provide many opportunities to invest in your financial wellness and career development by providing:
- 401(k) match at 100% up to the first 5% of your contribution
- Employee Stock Purchase Plan
- 529 College Savings Plans
- Discounted bank services
- Legal protection
- Tuition Reimbursement
- Exceptional training and development opportunities tailored to your career interests and goals
We strongly believe that embracing human diversity makes us a better bank. We know it makes us better people.
