VP, Client Service Manager (TM Onboarding & Support)

Cathay Bank•El Monte, CA

4d•Onsite

About The Position

The VP, Commercial Banking Client Service Manager will focus on Treasury Management Onboarding & Support Management. They will be responsible for delivering a premier white glove client experience throughout the onboarding, implementation, training, technical support, and ongoing servicing lifecycle for Treasury Management clients. This position serves as the primary liaison between commercial clients, Treasury Sales Officers, Operations, Information Technology, and third-party vendors to ensure successful implementation and utilization of treasury management products and services. The incumbent provides expert consultation, technical guidance, troubleshooting, and proactive support for digital banking platforms, payments systems, file transmission solutions, reporting applications, fraud prevention services, and integrated treasury management technologies. The role is critical to driving client satisfaction, increasing product adoption, improving operational efficiency, and supporting revenue growth through exceptional service delivery.

Requirements

Minimum 5-7 years of Treasury Management, Commercial Banking, Treasury Operations, Digital Banking, or Payment Services experience.
Minimum 3 years of direct client onboarding, implementation, or technical support experience.
Experience supporting commercial online banking platforms and treasury management systems.
Experience with ACH, wires, positive pay, integrated payables, remote deposit capture, lockbox, and information reporting products.
Experience working with treasury management system vendors, payment processors, and banking technology platforms.
Experience supporting ERP integrations, file transmission technologies, APIs, or host-to-host connectivity preferred.
Experience with FIS, Fiserv, Q2, NCR Digital Banking, or comparable treasury management systems preferred.
Exceptional client relationship and consultative service skills.
Strong technical troubleshooting and problem-solving abilities.
Excellent project management and implementation coordination skills.
Ability to communicate technical concepts to non-technical users.
Strong understanding of treasury management products and commercial banking operations.
Understanding of information security principles, user entitlements, fraud prevention controls, and payment risk management.
Proficiency with Microsoft Office Suite and CRM systems.
Strong organizational, analytical, and time management skills.
Ability to manage multiple implementations and support requests simultaneously.
Excellent verbal, written, presentation, and interpersonal communication skills.

Nice To Haves

Certified Treasury Professional (CTP)
Accredited ACH Professional (AAP)
Project Management Professional (PMP) or equivalent implementation experience

Responsibilities

Serve as the primary implementation manager for new Treasury Management relationships and significant product expansions.
Coordinate all aspects of treasury management onboarding, including project planning, documentation collection, system configuration, testing, training, and client activation.
Manage implementation timelines, milestones, and client communications to ensure seamless execution.
Conduct discovery sessions with clients to understand business requirements, cash management workflows, security needs, and technology integration objectives.
Partner closely with Treasury Sales Officers and Relationship Managers to facilitate a smooth transition from sale to implementation.
Deliver a highly personalized service experience for commercial, middle-market, and corporate clients.
Act as a trusted advisor by identifying opportunities to enhance operational efficiencies through treasury management solutions.
Maintain proactive engagement with clients during the implementation period and throughout the client lifecycle.
Monitor service levels and ensure timely resolution of client inquiries and concerns.
Serve as the primary escalation point for complex Treasury Management system issues.
Troubleshoot online banking access problems, entitlement setup issues, user administration requests, payment processing errors, file transmission failures, and reporting discrepancies.
Support ACH, wire transfer, positive pay, lockbox, remote deposit capture, integrated payables, information reporting, and digital treasury applications.
Coordinate issue resolution with Operations, Treasury Operations, IT, information security teams, and external vendors.
Analyze root causes of recurring issues and implement solutions to improve client experience and operational effectiveness.
Maintain detailed documentation and tracking of implementation, service, and technical support activities.
Configure Treasury Management products and services according to client requirements and bank policies.
Guide clients through system setup, user access administration, security controls, and workflow configuration.
Support file transmission implementations, including SFTP, host-to-host connectivity, API-enabled connectivity, ERP integrations, and other electronic banking interfaces.
Perform client testing and validation of payment files, reporting files, and integrated solutions.
Maintain expert knowledge of treasury management platforms, digital banking technologies, and payment industry best practices.
Conduct onboarding meetings and tailored training sessions for clients and their administrative users.
Develop training materials, implementation guides, and best practice recommendations.
Educate clients regarding fraud prevention tools, dual controls, entitlement management, and payment security procedures.
Promote adoption of digital treasury tools and self-service capabilities.
Ensure all implementations adhere to bank policies, regulatory requirements, information security standards, and operational controls.
Verify appropriate approvals, documentation, and risk assessments are completed before product activation.
Identify operational, fraud, and cybersecurity risks during onboarding and servicing activities.
Escalate concerns appropriately while balancing client service expectations with risk management responsibilities.
Mentor onboarding specialists and implementation team members.
Participate in system upgrades, product rollouts, process improvement initiatives, and strategic projects.
Analyze implementation metrics, service trends, and client feedback to improve processes and performance.
Contribute to departmental goals related to client satisfaction, retention, operational efficiency, and revenue growth.