Technical Support Manager- Treasury Management

This is a remote role that may be hired in North Carolina, South Carolina, Arizona, Florida or Michigan.

Purpose: Establish a dedicated technical support team to provide real-time assistance on all available channels for our technical products, reducing customer downtime, increasing satisfaction, and driving faster adoption. This proactive support capability will help build trust with users, improve product retention, and create a feedback loop to inform continuous product improvement.

Products Supported: DES, EBPP, eReceivables, FCB Link, Integrated Payables, Lockbox, Payment Automation, Purchasing Card

• Support - Lead efforts to maximize success of support processes. Evaluates and implements improvements to existing processes, procedures, and documentation. Develops new processes through client feedback and reporting efforts. Serves as liaison and primary line of support for less experienced associates.
• Managerial Functions - Establishes and monitors expectations to achieve company and department goals. Makes appropriate changes to department policies, procedures, and efficiencies in order to meet objectives. Manages the performance, training, and evaluation of assigned staff. Maximizes department achievements by providing guidance and professional development.
• Reporting - Creates measurement reporting to aid in strategic plans. Utilizes reporting results to review client trends and identify department inefficiencies.
• Documentation - Establishes, measures, and monitors service level agreements

Bachelor's Degree and 8 years of experience in Treasury Support or implementation in a Financial Institution OR High School Diploma or GED and 12 years of experience in Treasury Support or implementation in a Financial Institution

Preferred Qualifications

- Experience building out a team

- Managing a support/implementation team within TM

- Managing a call center that supports business clients

- Knowledge of complex TM products

Benefits are an integral part of total rewards and First Citizens Bank is committed to providing a competitive, thoughtfully designed and quality benefits program to meet the needs of our associates. More information can be found at https://jobs.firstcitizens.com/benefits.