Treasury Management Service Specialist

Overview

Old National Bank has been serving clients and communities since 1834. With over $70 billion in total assets, we are a regional powerhouse deeply rooted in the communities we serve. As a trusted partner, we thrive on helping our clients achieve their goals and dreams, and we are committed to social responsibility and investing in our communities through volunteering and charitable giving. 

We continually seek highly motivated and talented individuals as our people are critical to our success. In return, we offer competitive compensation with our salary and incentive program, in addition to medical, dental, and vision insurance.  401K, continuing education opportunities and an employee assistance program are also included in our benefit suite. Old National also offers a variety of Impact Network Groups led by team members who are passionate about driving engagement, creating awareness of diverse backgrounds and experiences, and building inclusion across the organization.  We offer a unique opportunity to join a growing, community and client-focused company that is firmly rooted in its core values.

Responsibilities

Job Summary

The TM Service Specialist will work directly with Treasury Management client and internal associates to provide first point of contact service and support to TM service needs. As first point of contact, this position will be responsible for the assessment of need, determine best approach to address clients concern, and work with the client to remedy any issues associated with the TM services. This position will focus on issues resolution and high client satisfaction as well as escalation of concerns when immediate servicing needs cannot be accomplished. Addressing clients service needs with high quality is the best method to maintain a lasting relationship with many of Old National Banks most valued clients. Treasury Management Service Specialist is a key role in our client retention strategy.

Salary Range

The salary range for this position is $22.00/Hr. - $34.00/Hr.. Final compensation will be determined by location, skills, experience, qualifications and the career level at which the position is filled. 

Key Accountabilities

Quick Client Issue Resolution:

• Rapid understanding of the client’s reason for contacting TM Service & Support
• Ability to set proper expectations for client on problem resolution
• Own the clients request through resolution

High Quality Client Service:

• High proficiency on Treasury Management products and services.
• High technical aptitude of Treasury Management products
• Resolve client issue on first contact
• Where first contact resolution cannot be performed set appropriate expectations with client on resolution
• Maintain documentation on each client interaction in order to track client satisfaction and use as historical record of each client encounter

Relationship Cultivation

• Provide training as needed for existing clients to ensure optimal use of TM Services
• Perform existing client maintenance and configuration change
• Present cross sell opportunities to Treasury Management Consultants as appropriate
• Effectively and transparently shares information and ideas with others.
• Tailors the delivery of communication in a way that engages the audience and that is easy to understand and retain.
• Unites others towards common goal.
• Asks for others' opinions and ideas and listens actively to gain their support when clarifying expectations, agreeing on a solution and checking for satisfaction.

Makes Decisions & Solves Problems – Seeks deeper understanding and takes action.

• Takes ownership of the problem while collaborating with others on a resolution with an appropriate level of urgency.
• Collaborates and seeks to understands the root causes of problems.
• Evaluates the implications of new information or events and recommends solutions using decisions that are sound based on what is known at the time.
• Takes action that is consistent with available facts, constraints and probable consequences.
• and external clients; makes and maintains long-term relationships with clients.

Delights Clients – Continuously seeks and applies knowledge leading to a best-in-class client experience.

• Passionately serves internal/external clients with excellence.
• Maintains a growth mindset staying current with developments and trends in areas of expertise influencing client satisfaction both internally and externally.
• Understands data, metrics and/or financial information, and how they tie to client satisfaction and business outcomes related to position, client and/or team.
• Nurtures client relationships by listening, prioritizing, and acting responsibly to meet client needs, mitigate risk and add shareholder value.

Personifies ONB Culture – Demonstrates pride in ONB.

• Consistently demonstrates Old National's culture and values in daily interactions.
• Models our values – how we show up in the workplace.
• Places the organization's goals before individual or team goals.
• Demonstrates the desire to be part of something beyond themselves by investing time, heart, and expertise to help clients and communities thrive.

Qualifications and Education Requirements

• Associate’s or Bachelor’s degree and/or H.S. Diploma/GED with equivalent work experience.
• Strong knowledge of Treasury Management products and services
• Proven ability to troubleshoot hardware and software issues
• Ability to communicate with business clients on complex technical solutions
• 3-5 years of experience in business banking products and services
• Proficient in using internet browsers
• Strong attention to detail
• Works independently using standard practices and procedures

Key Measures of Success/Key Deliverables (2 to 3):

• Achieve defined client retention goals through strong client service
• Strive for 100% client satisfaction with each client interaction
• Client problem resolution on first contact

Old National is proud to be an equal opportunity employer focused on fostering an inclusive workplace and committed to hiring a workforce comprised of diverse backgrounds, cultures and thinking styles. 

As such, all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, protected veteran status, status as a qualified individual with disability, sexual orientation, gender identity or any other characteristic protected by law. 

We do not accept resumes from external staffing agencies or independent recruiters for any of our openings unless we have an agreement signed by the Director of Talent Acquisition, SVP, to fill a specific position.

Our culture is firmly rooted in our core values. We are optimistic. We are collaborative. We are inclusive. We are agile. We are ethical. 

We are Old National Bank. Join our team!