Cash Management Product Specialist

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Full Time West Street, Danbury, CT, US

The
Cash Management Product Specialist is knowledgeable of the Bank’s Online Services and Payments Services designed for both consumer and business customers through the electronic channels and provides professional, courteous and efficient customer service to these customers. This role mainly supports the Cash Management team and the VP of Cash Management Sales. Responsible for the review, setup and remote onboarding when necessary, of new and existing Cash Management services.

Reviews customer setups and resolves problems within given authority and SLAs. Helps in support of audits and examinations. Performs a variety of routine daily tasks; participates in special department projects. Duties will be conducted in accordance to Ives Bank business plan and shall meet all regulatory requirements including those specified in the bank’s current policies and procedures.

Key Responsibilities:

Cash Management Support

• Provide RDC installation, training, and support to current and new customers
• Provide support for VP, Cash Management Sales functions working in conjunction with CDMs, Commercial Lenders and other branch personnel
• Supports implementation and maintenance of cash management services in conjunction with core vendor
• Assist and performs onsite and off-site product training, on site training providing back-up support for the rest of the CM team, and assists with annual reviews
• Work with customers, CDMs, the Cash Management team, and 3rd party providers to troubleshoot and resolve technical issues
• Coordinate underwriting, maintenance and exception processing for ACH and RDC limits in conjunction with lending team and other support units.
• Coordinate and support projects related to product development, system integration and upgrades.
• Provide overall support for cash management services to both internal and external stakeholders.
• Monitor cash management systems for exceptions, research and process as needed.

Cash Management

• Answer secure emails received through online banking platform. Distribute emails to appropriate department and branches when necessary. Respond to all emails received from internal staff or customers via Outlook.
• Diagnose and troubleshoot technical issues over the phone and via email.
• Provide cash management services product support by reviewing set up documentation and system setup of cash management services for accuracy.
• Add or delete accounts from the appropriate cash management banking platform.
• Process and review Commercial ACH as needed
• Open Cases to resolve customer issues with appropriate vendor
• Ensure all enrollment forms, applications and agreements are scanned and organized by customer
• Requires an advanced understanding of Online Services including but not limited to Business Online Banking, Remote Deposit Capture, ACH Originations, Wires and Mobile Banking.
• Communicate all customer service-related issues/problems to management immediately
• Responsible for timely completion of required training applicable to the position and effective application of such training in the performance of the position.
• Responsible for compliance with applicable laws, rules and regulations impacting Online Services
• Maintain current knowledge of all federal and state laws and regulations, along with the Bank’s policies and procedures
• Process deposit limit increase/decrease requests for Business customers.

Educational and experience requirements include:

• High School diploma or GED
• Minimum of five years online banking and general banking experience
• Knowledge of bank operations and Online Services products including but not limited to Business Online Banking, RDC, ACH Origination, Wire services
• General working knowledge of installing/downloading PC software and navigating through the Internet and ability to problem solve issues as presented
• Ability to perform well under pressure
• Ability to discuss bank products with customers in a courteous and professional manner both over the telephone and in…