Job Description Job Description POSITION DESCRIPTION: The Cash Management Support Analyst II will be dedicated to assisting in the promotion of providing a superior client experience at every interaction, assist in increasing cash management product penetration within current client base, support the cash management product implementation ensuring services are set up correctly, validate all documentation including legal agreements and risk assessments for completeness, and ensure client billing is correctly reflected. GENERAL DESCIPRTION OF DUTIES: Supports all elements of the Cash Management implementation cycle coordinating closely with Cash Management sales team to ensure product implementation or services, signed agreements, file limits established, service billing is set up, accounts opened, client trained on all products, files tested, etc. Serves as support liaison to Guilford Savings Bank Cash Management Support Division to ensure that new services are established correctly and timely (within defined SLAs). Supports resolution of client issues in a professional and responsive manner Responsible for training clients on product usage ensuring best practices are implemented. Second line of service for clients with questions and issues Supports all Cash Management products Assists in increasing cash management product penetration and supports identification of product improvements and solutions that may be helpful to our clients Maintains a detailed level of knowledge of commercial products and services; a conversational knowledge of non-commercial products (e.g., wealth management) Maintains a detailed level of knowledge of all GSB Cash Management products, services, and systems. Performs installation, testing and ongoing support for Cash Management products, services, and systems. Provides client training on various Cash Management products as needed (onsite and remote) Acts as a liaison with various Cash Management product vendors to facilitate implementation of products such as Business Online Banking, ACH, Online Wires, Online Bill Pay, Remote Deposit Capture, Positive Pay, Business Debit Cards, and other services. Communicates with clients or their designees regarding testing and any format changes needed Maintain a deep understanding of all GSB tasks and procedures for the department and be able to perform each task with little to no supervision. Maintain a deep understanding of how tasks and procedures integrate with the Bank’s Core and ancillary systems and all third-party vendors and how those systems and their processing schedule and parameters control operational processes. Completes annual E-Learning Plan and Bank Secrecy Act (BSA) training as assigned and keeps up-to-date knowledge of BSA as it relates to the job function. Performs other duties as assigned KEY QUALIFICATIONS: Proven client service experience with track record of client satisfaction Ability to work in a high activity/fast paced environment while managing associated stress. Possess excellent organizational skills and ability to work independently. Ability to handle ambiguity, juggle many tasks at once and quickly shift from one situation to another. Ability to identify, research, troubleshoot and analyze problems and determine action plans to address root cause. Documenting process flows and creating procedures for the functions performed. Contributes to the development of re-engineering methods to improve processes, reduce risks, increase controls and/or increase client satisfaction. Excellent communication skills, listening and negotiation skills to articulate ideas and thoughts clearly through various means, including written and oral communications with all levels of the organization. Build positive working relationships with business partners to enhance the client experience. Demonstrate commitment to providing effective client service by seeking to understand clients, internal and external, requirements and addressing their concerns. Assist cash management clients via video banking platform and with online chat function Maintains strong consultative relationships with clients, particular emphasis on key client base to ensure the growth of the business service portfolio of the bank Assist Commercial&Cash Management Sales team with account opening and account maintenance. DIGITAL LITERACY: The ability to use data, information, and communication technologies to find, evaluate, create, and communicate information, requiring both cognitive and technical skills Information, data, and content Teaching learning and self-development Communication, collaboration, and participation Digital identity, safety, and security Technical proficiency with all bank products Awareness and interest in new technology Creation, innovation, and research FUNCTION SUPERVISED: None LIST OF POSITIONS SUPERVISED : None EDUCATION REQUIRED: A two-year college degree or completion of a specialized course of study at a business or trade school. EXPERIENCE REQUIRED : One to two years of similar or related experience. Exceptional client service experience. Ability to communicate clearly and professionally Proficiency in related bank regulations, specifically Regulation E, BSA, NACHA Operating Rules and Visa rules and regulations is helpful. Must possess and maintain knowledge of and expertise in utilizing technology and software applications. Familiarity with report creation, management reporting and control reports. MANAGERIAL RESPONSIBILITY: Has no supervisory/managerial responsibilities. Compensation: Compensation is based on our market pay structures. However, individual salaries are determined by a variety of factors including, but not limited to business considerations, local market conditions, and internal equity, as well as candidate qualifications, such as skills, education, and experience. GSB is an equal opportunity employer and offers equal opportunity to all applicants for all positions without regard to race, color, religion, national origin, age, disability, and veteran status. Applicants requiring reasonable accommodation in the application process should notify Human Resources. GSB participates in E-Verify. EOE/AA/M/F/D/V