Description:
Provides knowledge, support and advanced servicing of online banking products. Drives customer retention through excellent customer support, ongoing assistance related to technical inquiries, as well as setup and maintenance of new and existing relationships. This also includes cross-selling and up-selling opportunities. Serves as subject matter expert for the rest of the bank in regard to all cash management products and the related systems. Interacts directly with the customer and other areas within CoBank associated with the customer, including Cash Management Consultants, Relationship Managers, Farm Credit Associations, Information Technology and the rest of operations in support of the cash management products and services.
Essential Functions
- 1.Performs all cash management activities in expected timeframes and according to documented policies and procedures.
- 2.Supports or leads non-processing tasks, initiatives and projects.
- 3.Independently trains and educates customers on cash management products, services and systems.
- 4.Prepares, processes and reviews customer documentation.
- 5.Completes accurate setup of users in cash management systems.
- 6.Requests approvals in a timely manner to ensure customer transactions are completed.
- 7.Reads and interprets credit agreements as they relate to cash management activity.
- 8.Assists customers with complex reconciliation of their accounts.
- 9.Assist customers with billing inquiries.
- 10.Strong communication through email, phone and team interactions.
- 11.Solves complex and technical issues.
- 12.Serves as a knowledge resource for resolving internal/external department issues.
- 13.Serves as “Mission Critical Personnel” for business continuity and reduced staffing scenarios.
- 14.Serves as a resource and subject matter expert (SME) on all transaction types; considered the “go-to” person on the team as well as outside the department.
- 15.Provides multi-functional support; fully cross-trained and handles the most complex work on the team.
- 16.Delivers mentoring/training inside and outside the department.
- 17.Peer review of daily work.
- 18.Ability to back up supervisor when needed including dual review on daily work and projects.
Education
- High school diploma or GED
Work Experience
- 5 years or more years of experience, preferably in banking or financial services; or
- appropriate combination of education and experience.