Building Treasury Titans - Attitude

Finding people with technical skills and banking knowledge is essential in Treasury Management. This is the tenth (and final) blog in our series, and we are focusing on Building Treasury Titans – Attitude. But even more critical is the right “attitude” - a combination of mindset and approach that’s oriented toward customer success, exceptional service, and a commitment to selling TM services effectively. Building a high-performing Treasury Management team isn’t just about finding the most qualified candidates; it’s about finding those who bring the energy, empathy, and enthusiasm necessary to foster long-term customer relationships.

Why Attitude Matters in Treasury Management

A positive, customer-centric attitude is a driving force behind successful Treasury Management (TM) teams. Technical expertise helps solve problems, but the attitude with which those solutions are delivered can make the difference between a satisfied customer and a loyal advocate. For TM teams, this means hiring people who genuinely value customer success and view each interaction as an opportunity to add value. Here’s why a customer-focused attitude is so critical:

1. Customer Success as a Core Value
   Treasury Management is not a one-size-fits-all solution; it requires understanding the unique needs of each customer and adapting solutions to meet them. Team members who prioritize customer success go beyond simply meeting expectations - they anticipate customers’ needs, suggest tailored solutions, and take ownership of outcomes. This type of attitude fosters trust and positions your bank as a trusted advisor, not just a service provider.
2. Customer Service as a Differentiator
   In a competitive market, exemplary customer service is often what sets Treasury Management departments apart. Customers seek TM partners who are responsive, empathetic, and invested in solving their challenges. A team that emphasizes customer service consistently brings a positive experience, even when issues arise. When hiring, look for candidates who are patient listeners, effective communicators, and problem solvers - traits that align with exceptional customer service.
3. Sales Mindset: Building Relationships, Not Just Transactions
   Selling Treasury Management services requires a consultative approach, where the focus is on building long-term relationships rather than one-off transactions. The right attitude in sales is all about understanding and addressing customers’ unique needs, educating them on solutions, and creating a lasting impact.

How to Identify Candidates with the Right Attitude

Identifying the right attitude in candidates can be challenging, but with a strategic approach, you can find individuals who prioritize customer success, excel in customer service, and embrace a sales mindset.

1. Look for Curiosity and a Service-Oriented Mindset
   During interviews, ask questions that reveal candidates’ natural curiosity about customers’ businesses and challenges. Those who are inquisitive and eager to learn about customers will be better at adapting solutions and building relationships. Try questions like, “Can you describe a time when you went above and beyond to meet a customer’s needs?” This helps reveal whether they have the instinct to serve and the drive to exceed expectations.
2. Assess Empathy and Communication Skills
   Empathy is the cornerstone of customer service. Candidates with strong empathy are better able to understand customers’ pain points and respond with appropriate solutions. Evaluate candidates’ communication style—are they active listeners who engage thoughtfully? Do they ask follow-up questions to show understanding? These qualities are strong indicators of an individual who can connect with customers on a deeper level.
3. Evaluate for a Consultative Sales Approach
   Selling TM services is more about understanding and educating than pushing services. Look for candidates who have a track record of consultative sales, where the focus is on solving customer problems rather than closing quick deals. Ask for examples of how they’ve approached sales in the past, focusing on whether they take the time to understand customers’ businesses and make recommendations based on their needs.
4. Seek Team Members Who Embody Positivity and Resilience
   Treasury Management can be demanding, with high expectations for accuracy and speed. The right candidates are those who remain positive and resilient, even in the face of challenges. Look for individuals who have a “can-do” attitude, who approach obstacles as opportunities to excel rather than setbacks.

Cultivating the Right Attitude in Your Existing Team

Once you have individuals with the right attitude on board, it’s important to cultivate and reinforce this mindset throughout the TM team. Encourage a culture that celebrates customer success, rewards positive interactions, and fosters continuous learning. Here’s how:

• Model Customer-Centric Behavior: Leadership should model a customer-focused approach, setting an example of responsiveness and dedication to customer success.
• Provide Ongoing Training: Offer training on effective communication, active listening, and consultative selling to continually reinforce a customer-first mindset.
• Recognize and Reward: Recognize team members who demonstrate outstanding customer service and commitment to customer success, creating a culture that values and rewards the right attitude.

Finding people with the right attitude for Treasury Management is crucial for building a team that’s both highly skilled and committed to customer success. By hiring with attitude in mind, you’re setting the foundation for a Treasury Management team that customers can rely on.