Responsible for implementation and second level of support for day-to-day activities of the Cash Management Implementation and Support (“CMIS”) Operations functions. Incumbent would interact with customers and Bank Staff, ensuring the delivery of superior customer service and quality operational processing, including phone/email support. Incumbent would prioritize workload and provide expert level (i.e. Level 2) of day-to-day operations of cash management product implementation and support to include various cash management products and services including but not limited to BeB (On-line Banking), Account Reconciliation, Positive Pay, ACH, Tax Payments, Wire Transfers, Cash Vault, Lockbox, and Merchant Deposit Capture. Mentor and train Operations Support Specialists.
Incumbent may have direct reports. The incumbent oversees the Cash Management Implementation and Support Operations Support activity.
1.Onboard and provide customer support for daily operations that include incoming and outgoing calls, customer emails, broadcast emails to customers, voicemail messages.
2.Provide escalation support for customer implementation and support.
3.Provide support for implementation of more complicated customer set-up and service requirements.
4.Monitor Service Level Agreements to ensure complete satisfaction.
5.Assist manager in providing guidance and direction to staff, including goal setting, training and development.
6.Serve as a Subject Matter Expert (“SME”) for the customer communications functions and serve as SME for the department manager in other functions, products, and services.
7.Assist with customer implementations and training as needed.
8.Maintain internal operational and financial control to ensure Bank standards are met.
9.Ensure processes meet regulatory and risk management requirements.
10.Ensure quality customer service and effective and efficient operations support for the assigned area’s internal business partners and /or external customers/clients.
11.Maintain logs, volume activity charts, records and provide management with (daily, weekly, and monthly) requested statistical data.
12.Provide review, analysis, testing and implementation for new automation initiatives and deployment of new cash management products and services.
13.Serve as backup for department manager and assistant manager when they are out of office.
•Education: High school graduate. Some college preferred, but not mandatory.
•Experience: 3 - 5 years of experience with banking products and services with an emphasis on cash management products and services. Some working experience in a supervisory role in a banking back office or cash management support or implementation department desired.
•Skills/Ability: Knowledge of banking regulations and cash management products. Ability to work under pressure. Excellent customer service skills. Ability to communicate effectively and tactfully with all levels of employees. Skillful in training others.