Business Banking Operations Support Lead

Location: Lexington, TN
Department: Deposit Operations
Reports To: Deposit Operations Manager
Classification: Non-Exempt, Full-Time
Schedule: Monday–Friday, 8:00 AM–5:00 PM (Onsite)

Position Summary

The Business Banking Operations Support Lead serves as the primary operational and client support resource for business banking and treasury management services. This role is responsible for onboarding new business clients, managing cash management products, conducting annual reviews and renewals, maintaining client documentation, and providing ongoing support and training to business customers.

The ideal candidate combines strong operational banking knowledge with exceptional customer service skills and can confidently support business clients utilizing ACH Origination, Positive Pay, Remote Deposit Capture, Digital Banking, Wire Services, and other treasury management solutions. This position is expected to take ownership of the treasury management support function and play a key role in supporting future growth initiatives.

Key Responsibilities

Treasury Management & Client Support

• Serve as the primary point of contact for business banking and treasury management clients.

• Support onboarding and implementation of treasury management services, including:

  • ACH Origination

  • Positive Pay (Check and ACH)

  • Remote Deposit Capture (RDC)

  • Digital Banking

  • Digital Wires

  • Cash Management Services

• Train business clients on system functionality, product usage, security protocols, and best practices.

• Troubleshoot customer issues and provide timely, professional support.

• Assist clients with digital banking access, user permissions, password resets, and account maintenance.

• Coordinate customer implementations, including onsite training when necessary.

Onboarding, Documentation & Reviews

• Facilitate onboarding of new treasury management clients and implementation of additional services for existing customers.

• Prepare, collect, and maintain agreements, approvals, and supporting documentation.

• Manage annual reviews, renewals, and service updates.

• Coordinate internal approvals and ensure compliance with operational procedures and risk management requirements.

• Maintain accurate records and client files throughout the customer lifecycle.

ACH & Payment Services

• Train clients on ACH file creation, uploads, submissions, and exception handling.

• Provide expertise regarding ACH rules and regulations, including:

  • Same-Day ACH

  • Returns

  • Reversals

  • Exceptions

• Monitor ACH activity and escalate potential concerns appropriately.

• Assist with exception management and customer communications related to ACH activity.

Remote Deposit Capture & Positive Pay

• Support installation, setup, and maintenance of Remote Deposit Capture services.

• Review activity reports and monitor merchant deposits.

• Assist clients with Positive Pay setup, file uploads, filters, exception processing, and ongoing support.

• Ensure clients are effectively utilizing fraud prevention and treasury management tools.

Wire Operations & Risk Management

• Support clients with digital wire submissions and processing.

• Review wire transactions for accuracy and compliance.

• Follow dual-control approval procedures and established operational policies.

• Monitor transactions for suspicious activity and report concerns to the appropriate departments.

• Maintain documentation, logs, and audit trails for wire activity.

Reporting & Process Improvement

• Monitor service activity and maintain management reporting.

• Track exceptions, service utilization, and operational metrics.

• Develop, document, and maintain policies and procedures related to treasury management operations.

• Identify opportunities to improve client experience, operational efficiency, and service delivery.

• Support strategic growth initiatives within the business banking and treasury management areas.

Leadership Expectations

• Act as the operational lead for treasury management support services.

• Take ownership of processes, client relationships, and service delivery.

• Serve as a subject matter expert for treasury management products and operational support.

• Partner closely with sales, lending, deposit operations, compliance, and management teams.

• Help establish scalable processes to support future growth and potential team expansion.

Required Qualifications

Education

• High school diploma or equivalent required.

• Additional banking, finance, treasury management, or business-related education preferred.

Experience

• Minimum 2 years of banking, electronic banking, treasury management, cash management, or deposit operations experience preferred.

• Experience supporting business banking customers.

• Experience with treasury management implementations and client support strongly preferred.

• Working knowledge of ACH Rules and Guidelines.

• Experience with online banking platforms, cash management systems, or treasury management services preferred.

Knowledge, Skills & Abilities

• Strong understanding of treasury management and business banking operations.

• Knowledge of ACH processing, cash management services, and payment systems.

• Exceptional customer service and relationship management skills.

• Ability to confidently interact with business clients and provide consultative support.

• Strong verbal and written communication skills.

• Excellent organizational, analytical, and problem-solving abilities.

• Ability to manage multiple priorities in a fast-paced environment.

• Proficiency with Microsoft Office and banking technology platforms.

• Ability to make sound decisions regarding customer transactions and operational issues.

• Strong attention to detail and commitment to accuracy.

• Team-oriented mindset with the ability to collaborate across departments.

Physical Requirements

• Prolonged periods of sitting and computer work.

• Frequent telephone and client communication.

• Ability to occasionally lift up to 25 pounds.

• Ability to stand, walk, bend, reach, stoop, kneel, or crouch as needed.

Work Environment

• Primarily office-based environment.

• Full-time onsite position.

• Occasional travel between facilities or customer locations for training and support activities.

This position offers an opportunity to become the operational leader for treasury management support, helping drive client success, service excellence, and growth within the business banking division.