TREASURY SUPPORT MANAGER

• Salary, Exempt
• 75k minimum

• Eligible for bank-wide bonus up to 8%

   

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 customer 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:

Over the years, Mercantile Bank has grown to over 40 locations, $5.6 billion in total assets, and nearly 700 employees. We're proud to say that we're now the largest bank headquartered in Michigan! Through our growth, we've remained committed to our vision to be the financial and career partner of choice, bettering the lives of our customers and enriching the communities we serve.

We focus on building partnerships, ensuring we don't lose our community banking edge that makes us flexible, quick, and able to invest back into the community through our strong local ties. Our focus on technology and innovation allows us to compete with national and regional banks.

We believe in hiring the right people and getting out of their way! By allowing people to operate with integrity and put their intellect to use, we've built a team of tenured, engaged employees who elevate themselves and their customers. We're open to new ideas, developing our people, and promoting from within whenever possible.

Our reputation as a great place to work has been consistently recognized. Our intentional efforts and investment in providing benefits, compensation, and a culture of continuous learning is how we've managed to attract and retain incredible people from inside and outside the corporate banking industry. We are proud to be one of West Michigan's Best and Brightest Companies to Work for, 16 years and counting.

We hope you'll consider joining our team!

WHO WE'RE LOOKING FOR:

We're looking for a Treasury Support Manager to lead our Treasury Support Team in Grand Rapids, MI.

As a community bank, we're dedicated to supporting our customers and helping them thrive. This role has been described as the manager of "the largest branch in the bank" because it supports all of our commercial customers. This role is essential in providing the elevated level of customer service our commercial customers depend on for all of their commercial depository and Treasury Management (TM) product needs.

From day-to-day employee management functions to solving challenging problems, you'll be on the go from the time the call center starts receiving calls until the last incident of the day is tracked in our CMS. Much of your time will be assisting in the daily operations, providing coaching and feedback for the team, overseeing dashboards and identifying areas of improvement, and providing hands-on backup support on the phones/chat/email inbox as needed.

The impact you would have in this position would be felt not only by the team of specialists but by the customers we support. Our vision is that you would have the opportunity to collaborate and work with our Treasury Training Manager and our Treasury Operations Team to identify opportunities for improvement, develop and deliver training plans and product refreshers for our employees.

Our goal is that under your leadership, the team is well prepared, efficient, and able to provide our customers with the type of service that will allow them to utilize our suite of commercial depository & Treasury Management products