Posted in Banking 11 days ago.
Location: Waltham, Massachusetts
POSITION:TREASURY MANAGEMENT IMPLEMENTATION AND TRAININGOFFICER
The Treasury Management Implementation and Training Officer works closely with the Treasury Management Sales Officers and Commercial Lending Officers to support their deposit goals; solidify customer retention efforts by providing a superior level of customer service and efficiently onboarding clients. The Treasury Management Implementation and Training Officer is responsible for all aspects of onboarding a new client and additional sales to existing clients. This will include Treasury management service establishment; managing the implementation plan, training the clients on a variety of services; and monitoring the client until stabilized into the bank. The Treasury Management Implementation and Training Officer creates the training content, delivers a high-quality, and engaging training session, and maintains a high customer satisfaction level. The Implementation and Training Officer ensures adherence to Compliance and Regulatory requirements by customers, in particular services such as ACH and RDC that have a risk component associated with them and established limits.
Key Result Areas:
Create, schedule, and provide engaging, interactive, and hands-on, comprehensive product training content for new and existing Commercial and Small Business clients. Tailor training to client needs, including providing refresher training, or proactive outreach based on client service activity history. Service training includes wires, ACH, Positive Pay, Debit Block, and Online Banking
Develop training tools to measure success, retention, and satisfaction; including but not limited to surveys and digital training guides
Support Sales Officer on prospect calls to provide technical expertise and provide demonstrations in a sales setting
Review and test file formats, and data entry requirements for file transmissions and uploads
Develop, present, and follow a tailored implementation plan for each new client ensuring accurate and timely setup of products, services, and training in order to progress customer to stabilized status
Accurately prepare Treasury management agreements for execution by customer; coordinate receipt, and monitor for accuracy and completion
Complete Risk review for products such as RDC and ACH to establish client limits and ensure adherence to regulatory requirements
Act as Lockbox service Officer, implementing both Retail and Wholesale Lockbox accounts; provide Lockbox demonstrations; research and resolve complex issues concerning Lockbox processing; act as liaison to clients to Lockbox vendor; advocating for specialized client requirements and concerns, ABL clients for example
Actively use EnAct, the CRM system to facilitate, report, and move clients through the sales/service life cycle. Ensure entries are kept up-to-date and move to completion accurately and timely. Ensure Operations implementation pieces are passed to Business Client Services and completed for the client
Maintain and distribute the implementation pipeline report to Sales and Treasury Management teams ensuring activities and statuses are updated in EnAct, our CRM system. Conduct and lead group meetings to review and update pipeline
Looks for ways to reduce time to revenue and implements process efficiencies
Provide support to clients for troubleshooting training and technical issues; resolving any issues that may arise during onboarding and client stabilization phases, coordinate correcting errors and communicating to both client and business partners the status until accurate resolution is complete and verified, including fee set-up in Weiland account analysis system
Provide assistance and support to Sales Teams for relationship reviews and Requests for Proposals (RFPs)
Work closely with the OLB/Product Department, Treasury Management Operations, and Business Client Services team for script building and testing of new and existing products and enhancements
Complete other duties and tasks as assigned by management
Perform additional duties as required
Superior communication skills - verbal and written as well as strong customer service skills working with all levels of management and business clients. Able to clearly and concisely explain and train clients on CSB products/software, such as OLB, RDC
Experience with online training platforms and surveys. (i.e., WebEx, and Survey Monkey) Strong technical knowledge
Minimum 5 years related experience with Treasury management products including but not limited to: Lockbox, Zero Balance accounts, Sweep accounts, Remote Deposit Capture, ACH origination, Account Reconcilement, Positive Pay and Account Analysis with proven in-depth knowledge and expertise in product processes
Positive attitude and ability to work effectively with clients. Contribute to the effective team management of bank issues and opportunities
Ability to multi-task and work independently. Has excellent analytical and organization skills to organize multiple implementations, reporting, training schedules; and troubleshoot technical issues; exceptional attention to detail
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.