Cash Management Operation- Customer Service Representative

This individual will serve as a trusted resource for business clients, assisting with inquiries related to our suite of digital banking products and services. You will be responsible for client onboarding, product setup, training, and ongoing support for solutions including Online Banking, ACH, Wire Transfers, Positive Pay, Zelle for Business, Sweep Accounts, and more. This position requires a detail-oriented professional who can build strong client relationships, ensure timely service delivery within a 72-hour SLA window, and contribute feedback and insights to help enhance our product offerings.

The following is a list of essential functions, which may be subject to change at any time and without advance notice. Management may assign new duties, reassign existing duties, or eliminate a function.

Essential Functions

• Client Support & Relationship Management:

• Serve as the primary point of contact for client inquiries regarding cash management products and services.

• Proactively guide clients through issue resolution, ensuring a positive and seamless customer experience.

• When necessary, escalate issues with cash management systems internally.

• Provide timely responses to client requests ensuring high levels of client satisfaction.

• Provide proactive communication regarding system changes, product updates, or potential disruptions that may affect cash management services.

• Document all client interactions, including issues, resolutions, and follow-ups, in SalesForce.

• Ensure that all documentation related to client inquiries, product setups, and issue resolutions is accurate and up to date.

• Be the "voice" of the client, anticipating needs and gathering feedback to identify trends or product enhancement opportunities.

• Client Onboarding & Training:

• Assist clients with the onboarding process for cash management products including Online Banking, ACH, Wires, Positive Pay, Zelle for Business, and Sweep Accounts.

• Provide personalized training sessions and documentation to ensure clients can confidently use cash management tools.

• Build strong relationships with clients by delivering high-quality, personalized service and ensuring that clients' needs are met promptly. Conduct periodic check-ins with clients to ensure ongoing satisfaction with cash management products and address any concerns.

• Operational Excellence & SLA Management:

• Ensure all client requests and service tickets are resolved within the established SLA of 72 hours.

• Collaborate with internal teams (IT, Risk, Compliance, Product) to expedite issue resolution when needed.

• Maintain accurate records of client interactions and service issues in the CRM system.

• Support the Customer Care Center and Retail Banking teams as needed.

• Product Knowledge & Development:

• Stay up to date with changes in banking regulations, digital banking trends, and treasury services.

• Maintain a strong understanding of cash management services and products, ensuring accurate and thorough responses to client inquiries.

• Stay up to date with product enhancements, system updates, and new cash management offerings to provide relevant information and guidance to clients.

• Partner with the product development team to provide frontline insights and contribute to the design of new products and service enhancements.

• Identify cross-sell opportunities based on client needs and usage patterns

• Responsible for coordinating training of new team members within the Retail Delivery department.

• Assists the immediate supervisor with various administrative tasks to support department operations, as directed, may also be assigned special projects.

• Completes all necessary training for his/her job function; engages in opportunities for enhancing knowledge of the position and pursuing career development.

• Assist Management team with new processes and projects; review quarterly and strengthen internal controls and assist with other projects and duties as assigned.

• Provide world class customer service.

Compliance

• Comply with applicable bank regulations, such as regulations governing currency transactions, purchase of negotiable instruments, and money laundering (BSA, AML).

• Comply with all applicable regulations and Bank policies regarding employment and employment law.

• Participate in annual compliance and other job-related training.

Relationships and Contacts

Internal: Reports to Delivery Services Manager; daily interaction with department Team Members; frequent interaction with Team Members of various departments and levels throughout the Bank.

External: Frequent interaction by phone and e-mail with vendors and current customers.

Education and Experience

• High School diploma or equivalent required, some college preferred.

• Minimum 5 years' banking experience with at least 2 years of Internet Banking and/or Cash Management support.

Skills and Competencies

• Experience training clients on software or digital platforms.

• Understanding of fraud prevention tools and techniques, such as Positive Pay, Dual Control.

• Thorough understanding of deposit transaction rules and regulations.

• Strong analytical and problem-solving skills.

• Skill in organizing resources and establishing priorities.

• Ability to handle multiple concurrent projects in a high-pressure environment.

• Above average computer skills.

• Strong in attention to details and accuracy.

• Demonstrated experience with Microsoft Outlook, Excel, and Word.

• Exceptional customer service skills.

• Ability to communicate and interact well with Team Members, customers, and vendors.

Working Conditions

Traditional office environment with ability to work remotely on a hybrid basis; the office maintains five day a week operation (Monday - Friday) with operational hours of 8:00am - 5:00pm.

Physical Demands

Penn Community promotes an equal opportunity workplace, which includes reasonable accommodations of otherwise qualified disabled applicants and employees. Please contact Human Resources with questions regarding the physical demands of this position.

• Lifting/carrying up to 10 lbs.

• Manual dexterity for computer work

• Speaking, hearing, and vision are required to perform essential functions