Service Advisor -CashPro Client Education

Bank of America•Charlotte, NC

3d•Onsite

About The Position

At Bank of America, we are guided by a common purpose to help make financial lives better through the power of every connection. We do this by driving Responsible Growth and delivering for our clients, teammates, communities and shareholders every day. Being a Great Place to Work is core to how we drive Responsible Growth. This includes our commitment to being an inclusive workplace, attracting and developing exceptional talent, supporting our teammates’ physical, emotional, and financial wellness, recognizing and rewarding performance, and how we make an impact in the communities we serve. Bank of America is committed to an in-office culture with specific requirements for office-based attendance and which allows for an appropriate level of flexibility for our teammates and businesses based on role-specific considerations. At Bank of America, you can build a successful career with opportunities to learn, grow, and make an impact. Join us! Job Description: This job is responsible for acting as the primary point of contact for Treasury clients, day-to-day servicing of treasury, cash management, card, merchant, and depository products and services of varying complexity. Key responsibilities include providing relationship management, servicing, and technical assistance to internal business partners (e.g. Sales & Relationship Mangers, Product Managers, Compliance and Operations) to resolve complex, unique client requests. LOB Job Description: Client Education Trainers are responsible for delivering hands-on CashPro training using various methods and platforms, tailored to the needs of multiple business segments including Middle Market/Commercial, GCIB, EMEA, BB/CDG. Their role encompasses both relationship management and demonstrating strong technical competency.

Requirements

Must have experience managing and/or consulting with clients
Probing, consulting, problem solving and analytical skills
Expertise with standard business technology and software, including technical skills and ability to navigate client and bank operating system
Strong written/oral communication skills and Interpersonal skills: ability to actively listen and develop trust and credibility
Embraces and demonstrates a “think-like-the-client” mentality in all interactions
Time management and organizational skills with the ability to prioritize
Demonstrates focus and ownership through follow-up, accuracy, and timeliness of work
Demonstrates flexibility to adopt new challenges and work on special projects as needed
Exhibits both tactical, strategic and creative thinking in creating solutions
Works independently and as a team member
1+ years of training experience with internal and/or external clients.
1+ years experience with Treasury products.
Probing, consulting, problem solving and analytical skills.
Expertise with standard business technology and software, including technical skills and ability to navigate client and bank operating system.
Strong written/oral communication skills and Interpersonal skills: ability to actively listen and develop trust and credibility.
Embraces and demonstrates a “think-like-the-client” mentality in all interactions.
Time management and organizational skills with the ability to prioritize.
Demonstrates focus and ownership through follow-up, accuracy, and timeliness of work.
Demonstrates flexibility to adopt new challenges and work on special projects as needed.
Exhibits both tactical, strategic and creative thinking in creating solutions.
Works independently and as a team member.

Nice To Haves

Bilingual in Spanish a plus.
Leadership Competencies a plus.
Ability to understand and maintains and end-to-end sales, fulfillment and service view in creating solutions .
Embraces and demonstrates BAC spirit and core values.
Strives to bring new thoughts and ideas to teams in order to drive innovation and unique solutions.
Excels in working among diverse viewpoints to determine the best path forward.
Experience in connecting with a diverse set of clients to understand future business needs – is a continuous learner.
Commitment to challenging the status quo and promoting positive change.
Participate in and drive collaborative efforts to advance tools, technology, and ways of working to better serve an evolving client base.
Believes in value of diversity so we can reflect, connect and meet the diverse needs of our clients and employees around the world.

Responsibilities

Responds to client and partner requests received by email, phone, chat or workflow system
Performs Quality Assurance to ensure high risk processes are completed according to written procedures
Researches and resolves complex issues raised by clients ensuring client satisfaction
Drives resolution of client issues with internal, technical and product partners, ensuring processes are integrated
Educates clients on digital tool options, championing innovation with a client-centric mindset
Instructor-Led Training Facilitation Client Education Trainers are responsible for designing and conducting engaging training sessions for groups ranging from 5 to 50 clients. Leveraging adult learning principles, they ensure content is accessible and easily retained by diverse audiences. Trainers customize their presentation styles to meet the unique needs of different client groups, fostering active participation and practical application of knowledge.
Custom Training Plan Development and Delivery Trainers assess individual client needs and business objectives during the CashPro onboarding process. They develop tailored training plans aligned with each client’s specific requirements, focusing on the effective use of CashPro to meet business goals. Training delivery includes comprehensive sessions and the promotion of digital adoption through online learning modules to support client success.
Application of Treasury Knowledge Utilizing extensive treasury management knowledge, trainers guide clients in integrating CashPro into their business operations effectively. They offer expert advice on optimizing financial workflows, improving cash management, and leveraging CashPro’s features to enhance business efficiency.
Collaboration and Support Trainers collaborate closely with GPS Sales partners, Client Relationship teams, and Fulfillment teams to ensure a seamless onboarding experience for clients. They facilitate effective communication between all parties involved, addressing any issues promptly and efficiently. Trainers also monitor client progress post-onboarding and provide ongoing support and additional training as needed.
Advanced Communication and Interpersonal Skills Trainers possess exceptional communication skills, enabling them to simplify complex information into digestible learning concepts. They are skilled in relationship-building, maintaining positive interactions with clients, team members, and stakeholders to foster strong working relationships.
Technical Proficiency Trainers demonstrate in-depth knowledge of CashPro and its ecosystem of 20+ products. They quickly adapt to new technologies and software, continually enhancing the training curriculum to meet evolving client needs.
Analytical and Problem-Solving Abilities With strong analytical skills, trainers evaluate client needs to tailor training programs effectively. They identify challenges in the onboarding process and develop custom solutions to address them, ensuring smooth transitions for clients.
Project Management Skills Trainers excel in organizational and time management skills, allowing them to manage a portfolio of multiple clients simultaneously. They ensure efficient training delivery and seamless coordination across projects, keeping client satisfaction at the forefront of their efforts.