Global Transaction Banking Department Americas (GTBA) Office provides various transaction banking solutions, such as payment/collection services, cash management, liquidity management, trade finance (conventional L/C, Supply Chain Management, Stand-by LC), Commercial Card and FX and Treasury related products and solutions. The Department promotes our products and solutions to our corporate customers, primarily Japanese and US corporate customers. Summary Our Cash Management Technical Support team, based in New York and Los Angeles, is responsible for providing technical and operational support relating to the onboarding and ongoing maintenance of customer relationships who utilize the GTBA suite of products and services, primarily through our online channels. In addition to working most closely with our Documentation and Registration and Implementation teams, Customer Technical Support works closely with stakeholders in Cash Product Development, Cash Sales, Coverage Bankers and Business Administration staff in the Americas. Key stakeholders also sit overseas in GTBD Tokyo and our coverage bankers throughout Japan. The client base consists mainly of Japanese subsidiaries operating in the Americas, primarily in the United States, although the team also services some non-Japanese customers in the Americas and customers who manage their transaction business out of Asia, primarily Japan. Principal Duties and Responsibilities Cash Management Technical Support team members provide key operational support to the customer onboarding process and ongoing support to existing customers using GTBA’s Cash Products. This is a customer-facing role. Develop a strong relationship with internal stakeholders Develop a practical understanding of our product offering (payments, collections and information reporting) and channels as this relates to the role Provide support to our customers, including: Provide initial customer training in use of our online channels Provide ongoing support to customers and troubleshoot issues related to our online channels Promptly respond to customer inquiries Proactively communicate customer issues to stakeholders Maintain a log of incoming inquiries Creation and handling of some customer documentation as it relates to ongoing servicing Participate in projects related to product development, including user testing Distribute certain monthly reports to customers Understand team processes and suggest process improvements, as applicable Actively participate in other assigned duties and projects as required from time-to-time