Cash Management Client Service - Associate

Cash Management Client Service - Associate

Responsible for addressing client inquiries and actively support cross-selling efforts by identifying client needs and suggesting solutions through introductions. Performs a variety of client service functions associated with supporting the strategic initiatives of the company to enable business development, revenue growth, client retention and growth, and sales delivery enhancements.

Key Responsibilities

Client Support & Issue Resolution

• Serve as a primary point of contact for day-to-day client inquiries related to cash management services, including payments, and digital banking access
• Resolve service issues by investigating transactions, escalating problems, and coordinating with internal teams as needed
• Troubleshoot client challenges related to ACH, wires, online banking portals, positive pay, remote deposit, lockbox, and liquidity tools
• Ensure timely follow-up and provide clear, professional communication to clients

Operational Support & Service Delivery

• Process requests entitlement changes, documentation updates, and service modifications
• Monitor key service metrics such as exception items, payment failures, and fraud alerts, ensuring proactive outreach to clients
• Assist with onboarding activities including initial client setup, platform training, and documentation coordination
• Maintain accurate records of client interactions in service-tracking systems

Client Engagement & Relationship Management

• Build strong working relationships with clients and internal partners, supporting retention and client satisfaction
• Participate in client calls, training sessions, and service reviews to ensure clients are fully educated on available tools and capabilities
• Identify opportunities to improve client experience and promote digital adoption of treasury platforms

Continuous Improvement

• Contribute to service process enhancements, FAQ development, and best practices documentation
• Stay current on product updates, system changes, and new cash management capabilities
• Assist senior team members with projects aimed at improving service efficiency and workflow optimization

Qualifications and Skills

• 2–3 years of experience in client service, banking operations, cash management, or treasury support
• Foundational understanding of cash management products such as ACH, wires, RDC, positive pay, lockbox, and digital banking platforms
• Strong problem-solving skills with the ability to research issues and provide prompt resolution
• Excellent verbal and written communication skills
• Ability to multitask and manage competing priorities in a high-volume service environment
• Experience working directly with corporate clients preferred
• Japanese language preferred but not required

SMBC's employees participate in a Hybrid workforce model that provides employees with an opportunity to work from home, as well as, from an SMBC office. SMBC requires that employees live within a reasonable commuting distance of their office location. Prospective candidates will learn more about their specific hybrid work schedule during their interview process. Hybrid work may not be permitted for certain roles, including, for example, certain FINRA-registered roles for which in-office attendance for the entire workweek is required.

SMBC provides reasonable accommodations during candidacy for applicants with disabilities consistent with applicable federal, state, and local law. If you need a reasonable accommodation during the application process, please let us know at accommodations@smbcgroup.com.