POSITION: CASH MANAGEMENT IMPLEMENTATION AND TRAINING MANAGER
The Cash Management Implementation and Training Manager is responsible for preparing and following an implementation plan for new cash management client onboarding. This will include cash management service establishment, training and ensuring the client is stabilized into the bank. The Implementation and Training Manager will also add new products and services to established business customers and targeted prospective corporate clients.
Works closely with the Cash Management Sales Officers and Commercial Lending Officers to support their deposit goals; solidify customer retention efforts by providing a superior level of customer service and efficiently onboarding clients. Responds to requests from customers and prospective customers; assess customer needs and recommend effective strategies; assists officers with a cost benefit and risk analysis; ensures negotiated pricing is entered into analysis billing system to optimize profitability of product or service solutions.
Key Result Areas:
Acts as lead to the implementation of cash management products and services for new Commercial and Small Business customers to increase cash management customer base while working closely with Sales teams and clients to determine accounts and products needed and completion of onboarding documents.
Develop and follow a tailored implementation plan for each new client ensuring accurate and timely setup of products, services and training in order to get customer to stabilized status.
Accurately prepare cash management agreements for execution by customer.
Monitor and coordinate receipt of applications and agreements for accuracy and completion.
Complete Risk review for products such as RD and ACH to establish client limits and ensure adherence to regulatory requirements.
Facilitate the onboarding of cash management services using EnAct, the CRM system, to ensure Operations implementation pieces are passed to Business Client Services and completed for the client.
Manage inventory of check scanners for RDC installations.
Schedule and provide product training for new and existing Commercial and Small Business clients. Tailor training to client needs, including providing refresher training, or proactive outreach based on client service activity history.
Actively use EnAct, the CRM system to facilitate, report, and move clients through the sales/service life cycle. Ensure entries are kept up-to-date and move to completion accurately and timely.
Maintain and distribute the implementation pipeline report to Sales and Cash Management teams ensuring activities and statuses are updated in EnAct, our CRM system. Conduct group meetings to review and update pipeline.
Monitor and analyze client for 60-90 days after implementation to ensure requirements have been met, billing is correct and client is stabilized. Once completed, provide a warm hand-off from client to Business Client Services for day-to-day servicing needs.
Resolve any issues that may arise during onboarding and client stabilization phases, coordinate correcting errors and communicating to both client and business partners the status until accurate resolution is complete and verified, including fee set-up in Weiland account analysis system.
Provide technical support to Sales Teams, as needed, to include product and pricing information, and assistance on prospective customer calls or onsite meetings and demos.
Provide assistance and support to Sales Teams for relationship reviews and Requests for Proposals (RFPs).
Work closely with the OLB/Product Department, Cash Management Operations, and Business Client Services team for testing of new and existing products and enhancements.
Participate in various PMO and non- PMO projects affecting cash management products and services.
Continuously stay abreast of market trends regarding Cash Management products, services, features and pricing through conversations with customers and industry conferences and actively recommend enhancements and efficiencies.
Complete other duties and tasks as assigned by management.
Perform additional duties as required.
College education or 4+ years’ work experience.
Minimum of 3 years banking or financial services industry experience with strong technical and operational knowledge (i.e. back office, deposit systems).
Minimum 3 years related experience with cash management products including but not limited to: Lockbox, Zero Balance accounts, Sweep accounts, Remote Deposit, ACH origination, Account Reconcilement, Positive Pay and Account Analysis.
Superior communication skills - verbal and written as well as strong customer service skills working with all levels of management and business clients. Able to clearly and concisely explain and train clients on CSB products/software; such as OLB, RD.
Strong analytical and leadership skills.
Strong knowledge and understanding of commercial business marketplace.
Ability to work effectively with customers, both internal and external.
Ability to multi-task and work independently. Has excellent organization skills to organize multiple implementations, reporting, and training schedules; and exceptional attention to detail
Contribute to the effective team management of all bank issues and opportunities.
The above description covers the most significant responsibilities but does not exclude other occasional responsibilities and accountabilities, the inclusion of which would be in conformity with the major purpose of this job.
About Cambridge Savings Bank:
Cambridge Savings Bank is a full-service financial institution with approximately $5 billion in assets that is committed to improving the quality of life in the communities it serves. One of the oldest and largest community banks in Massachusetts, Cambridge Savings Bank offers a full line of individual and business banking services and has branches located in Arlington, Bedford, Belmont, Burlington, Cambridge, Charlestown, Concord, Lexington, Melrose, Newton, and Watertown.
Cambridge Savings Bank is an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law. We are a VEVRAA Federal Contractor.