Service Delivery Associate, Commercial Services

The Service Delivery Associate serves as a key point of contact for Level 2 (L2) support and customer onboarding for Commercial Banking and Treasury Management products. This role supports both customers and internal partners by triaging escalated service requests, resolving complex product issues, and ensuring a smooth onboarding experience for new and expanding commercial clients. The associate will also play a critical role in identifying trends, tracking and reporting product issues, supporting product enhancements, and contributing to operational excellence across Commercial Services.

Level 2 Support & Service Delivery
Serve as an enhanced (L2) support resource for Commercial customer and employee inquiries related to Commercial Banking and Treasury Management products and services
Triage, research, and resolve escalated service requests with a strong focus on accuracy, timeliness, and customer experience
Partner with internal teams (Product, Operations, Technology, Relationship Management) to resolve complex issues and drive resolutions
Collect, track, and analyze recurring issues to help identify opportunities for process and product improvement

 

Customer Onboarding & Training
Support the onboarding of Business and Commercial customers enrolling in new Treasury Management and Commercial products
Coordinate and manage onboarding activities, including documentation, system setup, and customer readiness
Deliver remote product training to customers and internal partners to ensure successful adoption and usage
Act as a point of contact during the onboarding lifecycle, providing proactive communication and issue resolution

Product, Reporting & Operational Support
Participate in testing, validation, and rollout of new or enhanced products and services
Assist with operational duties including system setup, input requests, and account/billing-related activities, providing backup support as needed

Note: The preference would be for this position to work from a location in the Jefferson City, MO area, but could work remote at any other Central Bank location in our market area.

Qualifications

Bachelor’s degree in Finance, Business Administration, or a related field (or equivalent experience)
1–3 years of banking or financial services experience; Commercial Banking or Treasury Management experience preferred
Strong problem-solving skills with exceptional attention to detail
Excellent verbal and written communication skills, with the ability to explain complex concepts clearly
Strong technical aptitude and comfort working across multiple systems and platforms

Preferred Skills/ Experience:
Experience supporting Commercial Banking, Treasury Management, or business payment products
Advanced proficiency in Microsoft Word, Excel, and PowerPoint
Experience with call tracking, case management, or CRM systems
Ability to analyze data and trends to drive service improvements