Cash Management Implementation Analyst I

About Us

PLEASE NOTE : This is a Hybrid position located in Westborough MA. The job will require to train on-site and to work 3 days on-site in Westborough, MA.

Overview

This customer facing role provides a smooth and efficient onboarding experience to new and existing commercial customers in support of the goal of providing excellent customer service. This role provides technical and operational support for issues related to Cash Management products and services.

Responsibilities

• Leads all aspects of onboarding a new client or adding a new service to an existing client.
• Implements new cash management services for commercial clients, including software installations and training, either at the customer site or remotely.
• Provides engaging, interactive and comprehensive product training for customers. Tailors training to client needs, including refresher training or proactive outreach. Training focuses on advanced features of Business Online Banking such as Remote Deposit Capture, ACH and Wire Origination and Positive Pay.
• Creates detailed and customized documentation packages for new to bank customers or those adding cash management services. Coordinates receipt and monitors for accuracy and completion.
• Sets-up cash management services in the bank's systems, either directly or in coordination with other departments.
• Provides support to clients with technical questions about cash management products, resolving any issues that arise during the onboarding and transition phases.
• Provides customer service and issue resolution for cash management clients, especially those that transact using online functionality. Collaborates with other departments as necessary to resolve issues and provide timely solutions.
• Make decisions and solve problems using sound, inclusive reasoning and judgment. Proactively anticipate needs and prioritize action steps.
• Accurately bills for cash management services, either through account analysis or direct billing.
• Performs duties with a high degree of independence to provide the highest level of service and responsiveness to customers and co-workers.
• Interacts with all levels of personnel at bank clients (from administrative professionals to the CFO / CEO).
• Support sales officers and relationship managers on prospect calls to provide technical expertise and provide training demonstrations.
• Performs duties in accordance with all regulatory compliance guidelines. Ensures full compliance with the Bank's Information Security Policies and Procedures.
• Performs other duties as may be required or assigned by management.

Requirements

EEO Statement

Middlesex Savings Bank is an Equal Opportunity Employer / protected Veterans / Individuals with Disabilities