POSITION: SENIOR CLIENT SERVICE ASSOCIATE
Building on previous experience in cash management or corporate banking operations, the senior associate will be required to provide a high level of customer service to assist the bank’s business customers with their cash management and corporate banking needs. Working closely with the Client Service Operations Manager, you will act as a mentor to other team members. Also serving as a primary escalation point, you will advise other associates when presented with particularly complex servicing issues. Serving as a liaison with back office departments regarding any issues related to cash management products and corporate services, you will act as a technical and operational subject matter expert for Business Client Service Associates (CSAs), Commercial Lending Officers, and other frontline staff. The incumbent will be the subject matter expert responsible for assisting with the development and implementation of various cash management products and will be an active contributor to department and bank wide projects affecting our Business Customers.
Key Result Areas:
Working closely with the Client Service Operations Manager, the Implementation Specialist, and back office departments, the Senior Associate will be the operational resource responsible for the setup and back office integration of cash management services, including but not limited to ACH, RDC, Positive Pay, and Sweep processing.
Using similar resources as above, the Senior Associate will be the operational resource responsible for the setup and back office integration of electronic banking services including but not limited to Business Online Banking and Business BillPay.
Conduct daily problem solving and proactively resolve customer issues, especially complex issues escalated by CSAs.
Serve as backup processor for all daily tasks related to business clients, including but not limited to NSF processing, bank by mail deposits, temporary service limit increases, and daily customer notifications.
Backup point of contact for business customer deposit services and general banking inquiries. Providing support (as needed) to commercial customers regarding technical or operational issues with cash management products, and general banking inquiries.
Assist the Client Service Operations Manager with the ongoing maintenance of the cash management product guidance lines, including but not limited to, new guidance line setup, risk rating changes, and annual reviews.
Actively contribute to department and bank wide projects that affect our business customers.
Establish and maintain effective working relationships with other employees and customers.
Perform additional duties as required.
Bachelor’s Degree and a minimum of five years commercial banking or corporate treasury experience -or- the equivalent combination of High School/Secondary School and at least seven years banking or corporate treasury experience, with strong technical and operational knowledge (i.e. back office, deposit systems).
Minimum two years of previous experience in Cash Management Operations, Cash Management Sales, or Commercial Banking Operations.
Excellent communication skills - verbal and written as well as strong customer service skills working with all levels of management and business clients.
Strong analytical skills to include the ability to problem solve and troubleshoot challenging issues
Product knowledge including but not limited to, ACH Origination and other payment networks, lockbox, zero balance accounts, sweep accounts, Positive Pay, and online banking.
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.
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.