Primary Purpose of Job
Performs operational support duties and provides technical and general support to customers and teammates regarding Cash Management products and services. Implements customer setups, coordinates customer training, assist with troubleshooting issues, maintains customer files accurately, tracks sales records, monitors product usage and system operation, and resolves issues within given authority, ensure accurate customer billing.

Major Job Accountabilities

• Implements customers on cash management products and services accurately and efficiently. Writes clear and concise correspondence to customers as needed. Trouble-shoots and resolves customer issues in a timely manner. Communicates internally as needed to facilitate resolution. Ensures follow-up calls on all new set-ups and problem resolutions. Performs testing and validation of customer files for bank systems’ compatibility. Be able to learn and offer software installation assistance (Remote Deposit) as needed. Works with Cash Management Business Analyst to open tickets for issues. Must be comfortable with customer training in different modalities, i.e. WebEx, in-person, phone, etc.
• Performs audits of all Cash Management product set-ups, maintenance, and reporting documents to ensure accuracy of implementation and user access. Recommends process improvements and efficiencies within the department. Communicates and informs Operations Managers of anomalies or changes that may have impact on customers.
• Monitors, manages, analyzes, responds, and escalates, if needed, all high and medium fraud alerts. Must be able to make sound judgment decisions for each alert flagged and understand customer behavior patterns. Must be comfortable with being proactive regarding follow-up, resolution, and communication.
• Works in conjunction with various departments to create, test, implement and monitor changes or modifications to cash management and account analysis applications.
• Provides excellent customer service by understanding the relationship between Cash Management products and the core applications from beginning (data origination) to the end (reports/statements) of the process. Must be able to articulate communication between department and customer and also department and officer. Must be able to properly document communication accurately and timely.
• Becomes the subject matter expert on cash management products to support both internal and external inquiries, which includes reviewing and understanding processes and concepts. Assists in the coordination and support of audits and examinations. Ensures documentation is accurate and correct.
• Assists with system upgrade testing. Partners with the Business Analyst with testing.
• Performs a variety of routine daily tasks; reviews reports, prepares correspondence; and participates in special department projects. Must be able to understand Cash Management processes and correspond internally and with customer with proficiency.
• Performs work at the assigned work location. May occasionally work more than 40 hours per week.

Required Skills or Training

• Customer Service: Possesses outstanding customer service skills to provide accurate and timely information and be able to answer questions related to all cash management products and functionality.
• Computer: Proficient use of Microsoft Office applications (Word, Excel, Outlook, PowerPoint). Adept and comfortable with using Excel. Demonstrated ability to learn and understand various cash-management systems and other banking systems/applications. Be able to learn functions of all systems utilized and develop a sound understanding of how they integrate.
• Communication: Excellent verbal, written and interpersonal skills to communicate with internal and external customers clearly and effectively. Must be able to follow through with instructions and follow up as required.
• Personal: Must remain flexible in an environment with shifting priorities. Able to work efficiently to meet multiple priorities and time commitments. Must be able to multi-task with ease and be agile with priorities. Must be highly organized and able to prioritize own tasks and manage them with proficiency and minimal supervision and oversight.

EOE, including disability/veterans

At American Savings Bank, we welcome and support all individuals and celebrate the diversity of our team members, customers and community. We are committed to ensuring that our online application process is accessible and provides an equal employment opportunity to all job seekers. If you need assistance searching for a job or submitting an application, please contact us by calling 808-538-2000 and a member of our Recruitment team will follow up with you. Mahalo for your interest in American Savings Bank!