Treasury Management Customer Analyst I

Treasury Management Customer Analyst I

The Treasury Management Customer Analyst I (TMCA) team will support a national portfolio of 13,000 Treasury Management customers that are either assigned to the Relationship Center or Relationship Specialist portfolios. Their primary responsibility is to respond to and resolve internal and external requests primarily received by email from customers across all markets encompassing all lines of business and specialty industries. These requests most often involve adding, changing, or deleting accounts or services for existing customers and complex multi-layer research requests. This role will service our customers located in the US, Mexico, Europe, SE Asia and across the globe. This role will handle a high volume of inbound requests in a fast-paced environment and will process requests within an established service level.

Position Responsibilities :

• Implement and facilitate changes and additions to new and existing Treasury Management products by thorough analysis of documentation and coordination of error-free set ups with the operating areas.
• Support the Relationship Center call queues as needed and for contingency purposes.
• Utilize 30+ internal Comerica applications / systems to obtain / research information such as : Hogan, PEP+, PEGA, TMCC, ARP, EDI, Account Analysis, ECIS.
• Provide support for 40+ Treasury Management products.
• Participate in projects and task forces to manage customer conversions, develop procedures that facilitate regulatory requirements, operational changes, product introductions / enhancements, industry demands, etc.
• Provide basic customer product training and respond to how to questions to reinforce training for adds and / or changes to existing services; feature and functionality instruction for existing products / services and enhancements to existing products / services.
• Recognize and respond to 'red flags' that can be related to fraud or high-risk situations. As first responders, it is critical this position understands and responds based on the time critical and urgency around situations and escalates to management if necessary.
• Understand and meet personal KPM objectives, as well as contribute to the success of department KPM goals regarding case management and delivery channel metrics.
• Contribute to the revenue stream generated by cross selling / up selling opportunities; contribute to revenue retention of current customer service; Meet all referral and sales goals.