Business Client Service Specialist

Cambridge Savings Bank Cambridge , MA 02138

Posted 2 months ago

POSITION: BUSINESS CLIENT SERVICE SPECIALIST

Summary:

Primarily responsible for the system setup and maintenance of Cash Management services including Business Online Banking, Bill Pay, Wires, ACH, Remote Deposit Capture, Positive Pay, Lockbox Services and Sweep accounts for Commercial and Small Business customers. Provides management status of requests pending & completed as well as exceptions to ensure SLAs are being met. Under the direction of the AVP Business Client Services, assists the Business Client Service team with fulfilling requests (research, troubleshooting, and transfers/advances) and participates as a resource on projects, as needed.

Key Result Areas:

  • Responsible for the setup of Cash Management services and Business Deposit accounts in the core system and online banking platform in accordance to applicable policies, procedures and SLAs. Includes reviewing and processing online banking applications and required business deposit onboarding documentation. In addition, you will prepare and send correspondence to business customers upon completion of application processing and setup.

  • Responsible for the file maintenance of existing Online Banking accounts in accordance to applicable policies, procedures and SLAs. Includes adding new accounts to existing Online Banking profiles, increase daily limits for ACH, Wires and RDC. In addition you will identify and close inactive and/or closed accounts and services from Online Banking in accordance with daily/monthly reports, through DNA and the Online Banking and Business Online Banking Admin sites.

  • Responsible for working closely with Cash Management Sales, Implementation and Client Service as well as business line staff with inquires related to the setup or maintenance of new and existing Online Banking customers.

  • Maintains reporting of all requests that are pending, completed and exception status to ensure SLAs are followed.

  • Responsible for working closely with the Quality Control department with clearing and resolving data and file maintenance exceptions related to the setup of Cash Management services and business deposit accounts.

  • Assist the Online Banking/ Product team with testing of new and existing products and enhancements.

  • Provide recommendations to Business Client Service Management regarding process improvement ideas that have a positive impact on customer experience or operational service standards during onboarding/maintenance of cash management services.

  • Maintain electronic files in Nautilus specific to required documentation for Online Banking applications and Cash Management services.

  • Assist management with FDICIA controls and documentation related to Cash Management services set up.

  • Act as back-up to functions within the department as needed.

  • Establish and maintain effective working relationships with other employees and customers.

  • Contribute to the effective team management of all bank problems, issues, and opportunities.

  • Perform additional duties as required.

Qualifications:

  • Bachelor's Degree and a minimum of 3 years banking or corporate treasury experience -or- the equivalent combination of High School/Secondary School and banking operations experience (i.e. back office, deposit systems).

  • Strong customer service skills working with various partners from different parts of the business (Sales, Service & Operations).

  • Strong attention to detail and analytical skills, including the ability to problem solve and troubleshoot challenging issues.

  • Excellent communication skills - verbal and written.

  • 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.

Location:

Waltham, Massachusetts

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.

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Business Client Service Specialist

Cambridge Savings Bank