Treasury / Merchant Solutions Experience Manager

Are you looking for a rewarding career? Then you’ve come to the right place. At Colony Bank, we have over 500 engaged team members who are part of high performing teams that are empowered to serve our customers. We are passionate about serving our customers and delivering solutions. At Colony Bank, we Make It Easy! Make It Fun! Make It Happen! Position: Treasury / Merchant Solutions Experience Manager Location: Remote or available space in a Colony Bank location The Treasury / Merchant Solutions Experience Manager is responsible for directing and supporting the daily operations of the Banking Solutions support and implementation team. This role oversees the end-to-end onboarding, implementation, and servicing of Treasury Solutions, Merchant Solutions, and Credit Cards, ensuring a seamless transition for new and existing customers. This role is accountable for team performance, service quality, and the continuous improvement of support protocols to meet the bank’s strategic goals. Primary Banking Solutions Management Functions: Team Leadership: Manages and directs the Banking Solutions Specialist team, conducting performance reviews, providing coaching, and ensuring adherence to all departmental procedures. Operational Oversight: Oversees and assists in the daily workflows of customer interactions and implementations to ensure all service level agreements (SLAs) are met. Escalation Management: Serves as the point of internal escalation for complex customer issues, resolving high-level disputes and technical roadblocks. Strategic Implementation: Manages and assists the implementation pipeline for Treasury, Merchant, and Credit Card services, ensuring resources are appropriately allocated for setups. Training & Development: Designs and implements training programs for team members and customers regarding the setup and utilization of Banking Solutions products. Data Integrity & Risk: Creates and monitors the maintenance of databases (Digital Banking, Salesforce, Merchant, Fraud Monitor etc.) and oversees the authorization process for high-limit approvals (ACH, Wires, RDC) to ensure risk mitigation. Process Improvement: Leads system clean-up initiatives and project-based work to enhance the efficiency of the Banking Solutions department. Qualifications: Experience: 5–7+ years in Treasury Management or Banking Operations, with at least 2 years in a leadership capacity. Technical Savvy: Deep understanding of NACHA file formats, API integrations, and Treasury Management Systems (TMS). Education: High School Diploma. (AAP, APRP, or CTP certification is highly recommended) Work Environment: Requires regular office conditions Remote or available office location Some travel will be required Colony Bank is an equal opportunity employer.