Cash Management Representative

Cape & Coast Bank•Hyannis, MA

About The Position

The Cash Management Representative provides administrative and general support in the delivery, implementation and ongoing service of the Bank’s cash management products and services, This role assists clients, Relationship Managers and internal partners with a high level of responsiveness, accuracy and service excellence to ensure cash management solutions are implemented effectively. The CMS supports ongoing relationship management efforts by managing inbound inquiries, coordinating internal resources, and maintaining accurate records. This position plays a key role in contributing to the efficient delivery and servicing of the Bank’s cash management services. Classification: Full-time FLSA Status: Non-Exempt Department: Cash Management

Requirements

Communication – Strong written and verbal communication skills with the ability to interact effectively with customers, colleagues, and the public.
Professionalism – Demonstrates strong interpersonal skills, initiative, and the ability to work both independently and collaboratively.
Customer Service – Delivers exceptional service with a proactive approach to problem-solving and follow-through; handles complex situations with professionalism and patience.
Organization – Highly organized with the ability to prioritize and manage multiple responsibilities simultaneously.
Confidentiality – Maintains confidentiality with professionalism, discretion, and sound judgment.
Analytical Skills – Strong attention to detail with the ability to review and analyze information accurately.
Associate’s or Bachelor’s degree in Business, Finance, Accounting, or a related field or 2–4 years of experience in banking, treasury management, deposit operations, or a related financial services role.
Experience supporting cash management products such as ACH, wires, or remote deposit capture preferred.
Working knowledge of business banking services, electronic payments, and cash management platforms. Familiarity with ACH rules and risk considerations is a plus.
Proficiency with banking systems and Microsoft Office; experience with CRM or relationship management systems preferred.; solid working knowledge of computers.
Demonstrated ability to troubleshoot service issues, analyze information, and resolve problems efficiently.
Strong attention to detail with the ability to manage documentation, compliance requirements, and client records accurately
Ability to travel to client locations for onsite support as needed
Ability to lift and carry up to 25 pounds on an occasional basis.

Responsibilities

Maintains regular contact with cash management clients; responds to inquiries and resolves issues in a timely and professional manner, collaborating with internal departments as needed.
Assists clients with setup and troubleshooting of cash management services, including ACH, Wire, Remote Deposit Capture (RDC), Positive Pay, security tokens, sweep accounts, escrow accounts, and other related services.
Identifies opportunities to cross-sell cash management and other bank products and services using a needs-based approach,
Supports the cash management enrollment process by preparing documentation for signature or eSignature, ensuring forms are complete and properly executed, and coordinating distribution to appropriate departments and archives.
Onboards and trains new cash management clients, including ACH originators; maintains working knowledge of ACH rules, risk considerations, file processing, reversals, returns, and notifications of change (NOCs).
Performs remote RDC installations and client training; troubleshoots issues with clients’ RDC services and coordinates with vendors or internal resources to resolve them. Acts as backup support for on-site RDC installations as needed.
Conducts timely ACH and RDC client reviews; maintains a complete and accurate review schedule. Ensures permanent and temporary limits are properly approved in accordance with Bank policy. Escalates items to management as needed.
Serves as subject matter expert and resource for Relationship Managers and retail staff regarding cash management products and services.
Maintains knowledge of current products, fees, and policies and communicates this information effectively to clients. Is familiar with all deposit account products of the bank to support client account opening efforts.
Evaluates and recommends internal efficiencies to improve the client experience and/or workflows.
Utilizes the Bank’s relationship management system to track client contacts and other sales/relationship information; compiles data and develops reports to track sales and other key performance indicators.
Participates in the Bank’s cash management initiatives which may include marketing efforts, branch promotions, product support, audit and compliance activities, policy and procedure updates, reporting and system enhancements.
Ensures compliance with regulatory requirements and Bank policies and procedures.
The above is a description of the ordinary duties of the position. It should be expected that from time to time, other duties related and unrelated to the above, may be assigned and, therefore, required.