Client Services Representative

• Lead the client support team in resolving complex inquiries related to online cash management services.
• Serve as an escalation point for high-priority client issues, ensuring timely and satisfactory resolution.
• Collaborate with CM Business Analysts and Product Manager to troubleshoot platform issues and implement enhancements.
• Monitor system performance and client usage trends to identify opportunities for improvement.
• Develop and maintain standard operating procedures (SOPs) for client support and platform administration.
• Ensure compliance with internal controls, risk management policies, and regulatory requirements.
• Track and report on key performance indicators (KPIs) related to client satisfaction, issue resolution, and platform adoption.
• Foster a culture of client-centricity, accountability, and continuous improvement.
• Cross-sell Cash Management services and support all functions within the CM Support Center function.
• Maintain awareness of and adherence to Bank’s compliance requirements and risk management concepts, expectations, policies and procedures and apply them to daily tasks.

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