TREASURY SUPPORT MANAGER
Join Mercantile Bank as our Treasury Support Manager and elevate your banking career in a dynamic, essential, and growing area of the bank! This role invites experienced bankers and managers seeking to advance from retail banking into strategic treasury operations, providing you with the opportunity to influence impactful decisions that drive the bank's success.
As a community bank, we're dedicated to supporting our customers and helping them thrive. If you have the same unending passion for helping others, this role affords you the opportunity to support, The Support, by tapping into your ability to motivate, engage, problem-solve, share your knowledge, and provide guidance each day. How very supportive!
Mercantile Bank is a commercial-heavy community bank, meaning our commercial teams work with businesses throughout the state of Michigan, but also through our 40+ retail locations. That said, this role has been described as "the largest branch in the bank" and in this role you would be responsible for ensuring we provide the elevated level of service our commercial customers depend on for all of their commercial depository and treasury management needs.
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 commercial treasury 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:
Mercantile Bank was created with a goal to deliver financial solutions that empower people and businesses to achieve their dreams, while bettering the lives of its employees and their communities. We have grown from a humble idea to over 40 locations, 5.6 billion in total assets, and 700 employees. Our values remain at the heart of everything we do - through inclusivity, innovation, and collaboration, we achieve excellence every day. We are accountable not only to our customers, but to our employees and the communities in which we serve. We are proud to invest in our people and our communities, and our employees show their integrity in every interaction. We strongly believe that embracing human diversity makes us a better bank. We know it makes us better people. You'll be rewarded for your expertise through competitive compensation, bonus programs, and best-in-class benefit options, such multiple Medical, Dental and Vision plans to choose from, Company Paid Life Insurance of 3 times your annual salary, Health Savings Account, Flexible Spending Account, 3 weeks' vacation, sick time to care for yourself and your family, 11 paid holidays and a Giving Day to do work that you are passionate about in the community. We also offer Employee Assistance Program (EAP), Adoption and IVF Assistance, and a Fitness Equipment Purchase Plan. Investing in your financial wellness and career development is also important to us. We provide 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.
A DAY IN THE LIFE AS OUR TREASURY SUPPORT MANAGER:
From the moment the call center begins to receive inquiries until the last issue is tracked in our CMS, you'll be actively involved in coaching your team and identifying improvement opportunities. Your hands-on approach will ensure the team is prepared to provide outstanding service through phone, chat, and email, enhancing the experience for our customers utilizing our commercial depository and treasury management products.
Collaborating closely with our Treasury Training Manager, Treasury Onboarding Manager, and Treasury Operations Team, you'll have the chance to develop and implement innovative solutions that drive efficiency and service excellence. If you are organized, technologically savvy, and ready to embrace the challenge of leading a high-performing team, this newly created position offers the freedom to shape its direction and make a lasting impact as we continue to grow and refine our offerings.
WHO WE'RE LOOKING FOR:
Someone with a minimum of two years in the financial services industry, ideally at a community bank or within Treasury Management, is essential. Additionally, while management experience in banking is preferred, candidates with relevant leadership roles in call centers or other customer-focused environments will also be considered. A high aptitude for technology is crucial, as familiarity with banking software and treasury management systems is strongly preferred. A bachelor's degree in a business-related field is advantageous, though equivalent work experience may suffice.
TO SUM UP:
We're looking for someone who has:
- Minimum 2 years of experience in the financial services industry, preferably at a community bank or in Treasury Management
- Minimum 2 years of management experience in a banking environment preferred; however, open to management experience in a call center or another customer facing industry
- A high aptitude for technology and learning new systems, with experience in treasury management and/or other banking software strongly preferred
- A bachelor's degree in business related field preferred (or HS Diploma with equivalent work experience)
- Ability and desire to work in an office environment and support the team onsite from 8am-5pm, with flexibility as needed after initial onboarding period
- 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 with proven ability to find efficiencies and streamline processes
