Apply on Employer Site

Penn Community Bank · 1 day ago

Cash Mgmt. Customer Service Representative

Bristol, PA

Full-time

Hybrid

Mid, Senior Level

5+ years exp

Penn Community Bank is a financial institution seeking a Cash Management Customer Service Representative. This role involves supporting business clients with digital banking products and services, ensuring timely service delivery, and building strong client relationships through effective onboarding and training.

AssociationBankingCommunitiesFinancial Services

Responsibilities

Serve as the primary point of contact for client inquiries regarding cash management products and services

Proactively guide clients through issue resolution, ensuring a positive and seamless customer experience

When necessary, escalate issues with cash management systems internally

Provide timely responses to client requests ensuring high levels of client satisfaction

Provide proactive communication regarding system changes, product updates, or potential disruptions that may affect cash management services

Document all client interactions, including issues, resolutions, and follow-ups, in SalesForce

Ensure that all documentation related to client inquiries, product setups, and issue resolutions is accurate and up to date

Be the “voice” of the client, anticipating needs and gathering feedback to identify trends or product enhancement opportunities

Assist clients with the onboarding process for cash management products including Online Banking, ACH, Wires, Positive Pay, Zelle for Business, and Sweep Accounts

Provide personalized training sessions and documentation to ensure clients can confidently use cash management tools

Build strong relationships with clients by delivering high-quality, personalized service and ensuring that clients’ needs are met promptly

Conduct periodic check-ins with clients to ensure ongoing satisfaction with cash management products and address any concerns

Ensure all client requests and service tickets are resolved within the established SLA of 72 hours

Collaborate with internal teams (IT, Risk, Compliance, Product) to expedite issue resolution when needed

Maintain accurate records of client interactions and service issues in the CRM system

Support the Customer Care Center and Retail Banking teams as needed

Stay up to date with changes in banking regulations, digital banking trends, and treasury services

Maintain a strong understanding of cash management services and products, ensuring accurate and thorough responses to client inquiries

Stay up to date with product enhancements, system updates, and new cash management offerings to provide relevant information and guidance to clients

Partner with the product development team to provide frontline insights and contribute to the design of new products and service enhancements

Identify cross-sell opportunities based on client needs and usage patterns

Responsible for coordinating training of new team members within the Retail Delivery department

Assists the immediate supervisor with various administrative tasks to support department operations, as directed, may also be assigned special projects

Completes all necessary training for his/her job function; engages in opportunities for enhancing knowledge of the position and pursuing career development

Assist Management team with new processes and projects; review quarterly and strengthen internal controls and assist with other projects and duties as assigned

Provide world class customer service

Comply with applicable bank regulations, such as regulations governing currency transactions, purchase of negotiable instruments, and money laundering (BSA, AML)

Comply with all applicable regulations and Bank policies regarding employment and employment law

Participate in annual compliance and other job-related training

Qualification

Cash Management SupportClient OnboardingDigital Banking KnowledgeFraud Prevention TechniquesAnalytical SkillsMicrosoft ExcelCustomer ServiceAttention to DetailProblem-Solving SkillsCommunication Skills