Cash Management Support Manager

Welcome to PeoplesBank! We are the largest mutually chartered bank in Western Mass and Northern Connecticut and a leader in green values, sustainable energy financing, and charitable giving. We operate in the best interest of our customers and strive to be an inclusive and engaging work environment. We offer excellent compensation, workplace flexibility, and a competitive benefits package to our associates. Our award-winning culture has earned us recognition as Best Place to Work and Best Local Bank. Come join our team of dedicated and innovative individuals and contribute to our dynamic, successful organization.

Summary

The Cash Management Support Manager leads the Cash Management Sales Analysts and Specialists, sets the direction and priorities of the team, and provides operational oversight. This position works collaboratively with the CM Sales Team to understand the requirements necessary for the sales and onboarding process. This position is responsible for establishing effective and efficient processes to ensure a superior level of customer service is provided to both internal and external customers.

Essential Duties and Responsibilities

1. Responsible for setting the direction, goals, and expectations for the Cash Management Support Team who are responsible for aiding in the customer service function of Cash Management customers.
2. Lead the daily activities of Sales Analysts and Specialists with customer onboarding/implementations, monthly reporting, agreement generation, account opening, and documentation archival.
3. Ensure team members maintain product and industry knowledge necessary for cash management and digital solutions including ACH, EFT, Check & ACH Positive Pay, RDC, Wire transfers, and other Cash Management Products.
4. Evaluate and maintain all cash management support processes and procedures and ensure departmental compliance.
5. Act as back-up to department's vendor relationships (Cash Management online banking and servicing) for compliance to Bank policy, State, and Federal Regulations.
6. Establish operating performance metrics to ensure standards for accuracy, timeliness, customer service, and compliance. Evaluate key department metrics to determine areas of focus for improvement.
7. Identify opportunities for continuous process improvement and improvements to the customer experience; make recommendations to management and assist in the implementation of improvements.
8. Gather customer feedback for future system enhancements, customer satisfaction, and sales competitiveness.
9. Communicate and resolve problems for the bank's corporate customers. Serve as an escalation point for issues identified by internal associates and external customers.
10. Ensure customer training is being conducted effectively and with appropriate detail for a complete and effective onboarding experience.
11. Provide monitoring and ad hoc reporting for Production data, Monthly Account Analysis.
12. Backup for CM Product and Risk Analyst for hardware and product inventory supplies.
13. Assist in other Cash Management and Institutional Banking functions as assigned.
14. Complete all yearly compliance training and comply with bank, federal, and state regulations.
15. Comply with Bank Policies and Procedures. Adhere to departmental and bank-wide CARE service standards.

Qualifications

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.

Education and/or Experience

Bachelors' Degree (B.A.) from four-year college or university; and five years related experience and/or training; or equivalent combination of education and experience.

Skills needed

1. 3 years of Management Experience - Operational Management preferred.
2. Experience in banking operations and customer support.
3. Knowledge of commercial banking; deposit and cash management products.
4. Ability to multitask and use logic and deductive reasoning to solve problems.
5. Ability to delegate responsibility and hold others accountable to achieve departmental goals.
6. Strong communication, computer, and presentation skills.
7. Strong interpersonal and collaboration skills. Strong managerial skills - Team oriented.
8. Excellent knowledge and understanding of regulatory compliance for financial institutions.
9. Discretion and dedication to protecting the financial privacy of clients and business partners.

Certifications, Licenses and/or registrations

Accredited ACH Professional certification is required.

Computer Skills

Strong computer and software application skills such as Microsoft Excel and Word. Ability to understand technology and assist customers with troubleshooting customer software questions.

Work Environment and Physical Demands

The working conditions and physical demands described here are representative of those that must be met by an associate to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the associate is regularly required to sit, use hands to sort, write and keyboard, and to listen and speak. The associate is frequently required to reach, walk, stoop, crouch. The associate is occasionally required to stand, lift, bend, drive and travel.