Work directly with the client and Sales to prepare and complete all documentation required to establish, maintain and delete treasury management services.
Ensure all information required to complete the client request is properly documented and complete prior to submitting for implementation
Coordinate directly with the the Operational teams to resolve any issues related to missing documentation or information.
Establish rapport and provide professional, consistent, and open communications with all internal partners: BRS reps, TMO’s, ATMO’s, RM’s and Operations.
Participate, as requested, in special assignments/projects.
Participate, as requested, in special assignments and projects, such as audits, beta programs, etc.
Serve on project teams which require documentation expertise or leadership.
Level 2 and Level 3: Serve as a product SME for the team.
Team Lead: Serve as team lead to assist with daily workflow activities and coordinate with management team.
1.)Work directly with the TMO to onboard clients with treasury management services. This also include maintenance of established services and deletion of services, if necessary.
2.)Work with the TMO to understand the timing of implementations. This will include reviewing deals in the pipeline in order to ensure sufficient resources.
3.)Provide a timeline for each service to be established. This may require a
4.)Determine if the client will need personal training or will use the videos/user guides.
5.)Prepare documentation package for client:
a.) Review existing documents (resolutions, authorization certificates) to validate the proper approval has been obtained by the client. If any deficiencies work with the client to resolve.
b.) Prepare the necessary implementation documentation that must be completed and/or signed by the customer. Goal is to prepare as much as possible ahead of time to streamline the information gathering cycle for the client.
c.)Prepare the T.M. One Agreement for the client based on the service(s) being purchased.
d.) Submit all documents to the client for completion and/signature
6.)Follow up and work with the client to ensure the timely return of the documentation package.
7.)Upon receipt of the documentation package, verify all information is complete and accurate according to department policies. Work with client to resolve any discrepancies
8.)Validate internal documentation has been received from the TMO (ex: KYC, Risk Approval, etc.) according to department policies.
9.)Prepare the Salesforce Case(s) to establish the services:
a.) Create the case(s)
b.)Attach all necessary documentation (implementation paperwork, Risk docs, etc.)
c.)Submit the case to Operations and/or CTD for processing.
d.)Image all required documentation
a.)Notify the client that the paperwork has been submitted and provide an updated ETA.
b.)Send the welcome email and copies of the completed implementation paperwork.
c.)If training is required, schedule training.
11.)Monitor the Salesforce Case(s) to ensure timely completion.
12.)Once Salesforce Case(s) marked complete:
a.)Notify the customer that the service has been completed.
b.)Finalize any remaining items, as needed.
c.)Verify that the customer has completed training and follow up to ensure satisfaction, if applicable.
d.)Send link to survey to client.
e.)Handoff/update BRS Client Services on the new customer/service.
f.)Close Salesforce Case(s)