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Cash Management Client Service Specialist

  • Job Tracking ID: 512272-550167
  • Job Location: Needham, MA
  • Job Level: Mid Career (2+ years)
  • Level of Education: 2 year degree
  • Job Type: Full-Time/Regular
  • Date Updated: January 12, 2017
  • Years of Experience: 2 - 5 Years
  • Starting Date: ASAP



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Job Description:

Job Summary:  This position requires a broad and detailed understanding of cash management products and how they meet client needs. Interact with internal bank departments and external clients, and coordinates the onboarding process. Play an integral role in the onboarding of cash management customers to ensure they are familiar with our products and services. Provide superior client service and professional assistance to clients, prospective clients and associates.  

ESSENTIAL DUTIES & RESPONSIBILITIES 

  • Perform overall Cash Management Product Support such as:
      • Have thorough knowledge of the Cash Management systems utilized
      • Be a product expert for all Cash Management front end systems, products and services with the ability to act as a resource for all internal bank business areas
      • Work with internal department teams to assist with onboarding steps such as client demonstrations, responding to request for proposals, and gathering required documentation for cash management set up.
      • Lead or participate in training for client or Bank personnel on various cash management systems and products.
      • Gather and share feedback with the Cash Management Team and VP Deposit Operations from internal departments and customers on current systems to ensure services meet the growing demands of our customers.
  • Assist and back up the Cash Management team with  daily designated functions of Remote Deposit Capture (RDC), Business Online Banking and ACH such as processing new customer applications and maintenance, processing daily files and balancing, reviewing behavioral anomalies for suspicious activity, and managing the yearly audit for RDC and ACH customers
  • Assist the Cash Management Team with updated rules and regulations and communicating changes and enhancements to customers
  • Perform all responsibilities assigned with onboarding new customers in line with supporting the Bank’s strategic business development goals:
      • Support the various Branch Officers, Business Banking Officers and Commercial Lending Officers with timely and accurate responses. Participate in client visits and feel comfortable leading demos and or participating in discussions.
      • Customer password resets and technical troubleshooting for all cash management services
      • RDC, ACH and Business Online product functionality support for front and back end systems
      • Set up of customers deposit account into account analysis, update counters and review account analysis statements monthly
      • Set up and train new customers on newly added products and services.
  • Support all customer inquiries and service needs such as:
      • Provide primary customer service function to resolve all workflow, payment transaction or other operational questions/issues posed by the customer via phone, email, internet banking or any other service related to commercial deposits or cash management products
      • Compile information necessary for research and tracking of cash management customers’ requests and issues
      • Attention to detail specific to customer experience and refer alternative products and or processes in line with providing exemplary customer service
  • Assist the Cash Management Team with project implementation on new products and services and create and maintain procedures. Create and manage all Customer User Guides. Consistently seek opportunities to simplify documentation and streamline processes
  • Works closely with the Sr. Cash Management Specialist and Team Leader on all Cash Management initiatives.
  • Provide backup to all Electronic Banking and Deposit Operations personnel.
  • Perform additional duties as requested, needed or assigned

 

 

Experience and Skills:

 


 

 

  • Be an active team player
  • Highly motivated and experienced managing multiple tasks
  • Demonstrate and promote high ethical standards and behavior
  • Strong customer service and problem-solving skills
  • Maintain a professional manner at all times
  • Adapt and help others manage change
  • Fluent in written and verbal English communication skills
  • Strong computer and technical skills
  • Must have reliable transportation ; must be willing to travel to customer locations; must be flexible and able to adapt to new job locations and re-assignments as directed
  • Ability to adhere to Needham Bank’s Core Values (Quick-Decision Making, Reliability, Relationship-Based Focus & Quality Service) 
  • Associates or Bachelor’s Degree highly preferred or equivalent experience
  • Three plus years’ of banking experience in Deposit Operations, Electronic Banking, or Cash Management highly preferred
  • Ability to train team members, prospects and customers
  • Ability to multi-task and work in a fast-paced environment
  • Excellent Customer Service skills
  • Knowledge of federal and state regulations and guidelines pertaining to Deposit Operations
  • Knowledge of NACHA Operating Rules  

Needham Bank offers a competitive salary and an amazing benefit package for a full-time employee which includes fully paid medical and dental insurance, HRA, 401(k) plan with an 8% bank match, defined benefit pension plan, paid vacation, paid holidays, paid leave benefit, a bonus program, flexible spending accounts, vision service plan, group term life insurance, short and long term disability insurance, tuition reimbursement, and an Employee Assistance Program.  We offer a great benefit package to our eligible part-time employees as well.

Needham Bank is an Equal Opportunity/Affirmative Action Employer.  Needham Bank will provide all applicants for employment and all employees with equal opportunity for employment and promotion regardless of race, color, religion, gender, national origin or ancestry, age, disability, veteran status, military service, sexual orientation, genetic information, or gender identity.