Cash Management Technical Support Officer

General Department Description

Global Transaction Banking Department Americas (GTBA) Office provides various transaction banking solutions, such as payment/collection services, cash management, liquidity management, trade finance (conventional L/C, Supply Chain Management, Stand-by LC), Commercial Card and FX and Treasury related products and solutions. The Department promotes our products and solutions to our corporate customers, primarily Japanese and US corporate customers.

Summary

Our Cash Management Technical Support team, based in New York and Los Angeles, is responsible for providing technical and operational support relating to the onboarding and ongoing maintenance of customer relationships who utilize the GTBA suite of products and services, primarily through our online channels. In addition to working most closely with our Documentation and Registration and Implementation teams, Customer Technical Support works closely with stakeholders in Cash Product Development, Cash Sales, Coverage Bankers and Business Administration staff in the Americas. Key stakeholders also sit overseas in GTBD Tokyo and our coverage bankers throughout Japan. The client base consists mainly of Japanese subsidiaries operating in the Americas, primarily in the United States, although the team also services some non-Japanese customers in the Americas and customers who manage their transaction business out of Asia, primarily Japan.

Principal Duties and Responsibilities

Cash Management Technical Support team members provide key operational support to the customer onboarding process and ongoing support to existing customers using GTBA’s Cash Products. This is a customer-facing role.

• Develop a strong relationship with internal stakeholders 

• Develop a practical understanding of our product offering (payments, collections and information reporting) and channels as this relates to the role 

• Provide support to our customers, including: 

• Provide initial customer training in use of our online channels 

• Provide ongoing support to customers and troubleshoot issues related to our online channels  

• Promptly respond to customer inquiries 

• Proactively communicate customer issues to stakeholders 

• Maintain a log of incoming inquiries 

• Creation and handling of some customer documentation as it relates to ongoing servicing 

• Participate in projects related to product development, including user testing 

• Distribute certain monthly reports to customers 

• Understand team processes and suggest process improvements, as applicable 

• Actively participate in other assigned duties and projects as required from time-to-time 

Key Requirements and Attributes

• Strong verbal and written communication skills 

• Business level proficiency in English, if not native 

• 1+ years of experience with cash management preferred; will also consider candidates with B2B sales experience 

• Ability to manage multiple step processes with strong prioritization skills in a complex, fast-paced environment 

• Demonstrates basic problem-solving abilities and willing to take on responsibility 

• Desire to learn our systems especially as this relates to company and user registration processes 

• Hands-on and positive can-do work attitude towards complex internal processes 

• Ability to work with staff of all levels and across teams and departments 

• Excellent experience with Microsoft Office product suite (PowerPoint and Word) and proficient in Excel 

Nice-to-Have Requirements