Position Summary:

Responsible for serving as the Bank's client support and subject matter expert for Cash Management products and services, including Automated Clearing House (ACH), Remote Deposit Capture (RDC), Positive Pay, Merchant Services, ICS/CDARS, and Business Digital Banking in all markets. Provides technical support, implementation assistance, training, and ongoing service guidance to business clients and Bank employees. Partners with Business Banking, Retail Banking, Deposit Operations, Digital Banking, and other internal departments to ensure successful product implementation, strong client adoption, and positive client experience. Identifies opportunities to enhance client relationships through appropriate product recommendations and referrals while maintaining compliance with Bank policies and applicable federal and state regulations.

Essential Duties:

Client Support, Implementation and Product Expertise 60%

• Serves as the primary subject matter expert for Cash Management services and related business deposit solutions.
• Provides ongoing technical support, troubleshooting, and guidance to clients and employees regarding Cash Management products, services, system functionality, pricing, and operational processes. 
• Coordinates onboarding, implementation, testing, documentation, and training for Cash Management services while maintaining related procedures, user guides, and educational materials. 
• Performs needs assessments for clients and recommends appropriate Cash Management solutions based on business requirements and operational efficiencies.
• Works collaboratively with vendors and internal departments to resolve service issues.
• Monitors client utilization and adoption of Cash Management services and proactively provides guidance to maximize product effectiveness.
• Utilizes approved Artificial Intelligence (AI) and productivity tools, when appropriate, to enhance client support, research, communication, training materials, process documentation, and operational efficiency while adhering to Bank policies, information security standards, and data privacy requirements.
• Assists with new service research, implementations, and process improvements.

Internal Partnership and Relationship Support 20%

• Partners with Business Banking by attending in-person client meetings in all markets serving as the Cash Management product specialist and Trusted Financial Advisor to provide consultative guidance, product demonstrations, and technical expertise.  
• Partners with Business Banking, Retail Banking, Deposit Operations, Digital Banking to identify opportunities where Cash Management products may benefit clients.
• Conducts in-person and virtual client meetings in all markets to provide ongoing support and guidance on Cash Management products.
• Refers opportunities for additional, non-Cash Management banking products or services to the appropriate business line partners.
• Collaborates with internal teams to ensure coordinated service delivery and consistent client experience.

Compliance, Risk Management and Operational Oversight 15%

• Supports the maintenance of Cash Management policies, procedures, agreements, controls, documentation standards, user access reviews, and implementation quality requirements. 
• Ensures compliance with applicable federal and state regulations, Bank policies, NACHA Operating Rules, BSA/AML requirements, and other applicable guidance.
• Assists with audit, examination, vendor management, and compliance review activities related to Cash Management services.

Additional Duties and Responsibilities 5%

• Participates in ongoing AI education and training opportunities and shares relevant use cases, efficiencies, and best practices with teammates and business partners.
• Contributes ideas for leveraging AI and automation to improve service delivery, operational effectiveness, and employee productivity. Serves on Bank committees and project teams as assigned.
• Maintains professional and technical knowledge through ongoing education and industry training.
• Performs other job-related duties necessary to support departmental and organizational objectives.

Work Relationships and Scope:

Works regularly with business clients, Retail and Business Banking, Deposit Operations, Digital Banking, vendors, and other Bank employees. Occasional contact with regulatory agencies, auditors, and professional organizations. Works regularly with highly confidential business and client information requiring a high degree of discretion and professionalism. Occasionally participates in bank committees, projects, and events.

Performance Dimensions:

Quality, accuracy, reliability, thoroughness and timeliness of work performed and services provided to clients and co-workers; client satisfaction with services provided; keeps Bank and client information confidential; demonstrates friendly and helpful approach and attitude toward internal and external clients. Effectively communicates and develops good working relationships with all co-workers, clients, vendors, and business partners; professional workplace appearance and conduct; honesty and integrity in all client and co-worker communications; reliability in reporting to work regularly and on time; understands Bank policies, procedures, and applicable regulatory requirements. Participates in training and appropriate professional development. Multi-tasks and effectively manages varying duties throughout the workday. Demonstrates professionalism, commitment to the job, and loyalty to the Bank.

Measures of success include accurate implementation documentation, timely resolution of client and employee inquiries, successful client onboarding and product adoption, effective internal partnerships and referrals, appropriate identification of additional client needs, and compliance with operational, fraud prevention, and regulatory requirements.

Knowledge, Skills and Abilities:

An associate degree in Business, Finance, Information Systems, or a related field is required; equivalent banking experience may be considered. A minimum of three years of experience in banking, cash management, digital banking, deposit operations, commercial support, or a related financial services role is preferred. Strong working knowledge of Cash Management products and services including ACH, Remote Deposit Capture, Positive Pay, Merchant Services, Business Digital Banking, and related solutions is preferred. Must possess strong technical troubleshooting skills and the ability to clearly explain product functionality, system processes, and service requirements to clients and co-workers. Must possess a courteous and professional customer service attitude; excellent verbal and written communication skills for interacting professionally with clients and co-workers; strong organizational, analytical, problem-solving, and follow-up skills; attention to detail; ability to maintain the integrity of highly confidential client and Bank information; and ability to work independently and collaboratively across departments. Must have an understanding of fraud prevention, operational controls, regulatory compliance, credit exposure, and risk management practices associated with cash management services. Must be proficient with Microsoft Office applications and able to effectively use Bank technology systems. Must be able to manage multiple priorities while maintaining accuracy, responsiveness, and professionalism.

Working Conditions:

Work is performed largely in an office environment with minimal chance for personal injury. Regular out-of-town will be required for business, client support, vendor meetings, or education. Occasional overnight business travel may be required. Regular mental and visual concentration for computer usage required. Regular use of telephone and electronic communication tools. Frequent repetitive use of keyboard for approximately 7-8 hours per day. Requires ability to receive and provide detailed information through verbal communication. Requires near and mid-range vision. Will alternate sitting, standing, and walking throughout work shift. Bend, turn, lift and carry up to 25 pounds of documents and office supplies. Climb stairs. Hours of work are generally during regular business hours and average at least 40-45 hours a week. There may be some variation in work hours due to client needs, service issues, special projects, deadlines, community events, and other business concerns.

Equipment Used:

Operates personal computer in a Windows environment for word processing, spreadsheets, e-mail, internet, digital banking administration, and other bank specific software. Utilizes Cash Management, Business Digital Banking, Remote Deposit Capture, Positive Pay, ACH, core banking, and related vendor systems as needed. Utilizes a variety of office equipment including computer printer, ten-key calculator, scanner, copy machine, and multi-line telephone.

EEO/AA Employer/Vets/Disability