Job Summary

Cash Management Fulfillment Specialist 2 will provide a high-level of client support and helps maintain back office fulfillment of all Cash Management products and services onboarding requests. The CM Fulfillment Specialist 2 will assist consumer and business clients with Tier 2 cash management services including but not limited to Online Banking, Mobile Banking, Bill Pay, Remote Deposit Capture, ACH, and Positive Pay. The CM Fulfillment Specialist 2 is responsible for the set-up, implementation and on-going maintenance of CM service for new and existing clients. The CM Fulfillment Specialist 2 will also be responsible for assisting CMS Management, CM Product Manager, and CM Sales Support Associate as directed.

Essential Duties

• Provide fulfillment support for all Cash Management products and services including fulfillment of BOSS Events and supporting CM Support and Branch requests
• Have a good working knowledge of all cash management products and services, including cash management setup, back office/client facing system functionalities
• Support internal CMS Specialists and Call Center employees
• Support client’s on-boarding and maintaining new client relationships through the various department administrative systems
• Help support quality control of submitted applications and documentation
• Back up other department responsibilities to include projects and other duties as assigned
• Communicate issues to Online Banking CM Fulfillment Specialist 3 or CMS Management for additional support when necessary
• Strong client service skills, communication skills, basic business writing skills with attention to detail and the ability to self-prioritize
• Support CM Sales Support Associate, during training on products and services, help review client facing marketing slicks, how-to guides, and videos
• Support CM Fulfillment Specialist 3 or CMS Management troubleshoot issues and identifying and mitigating risk
• Continue to develop a strong knowledge of Bank and CM products, internal policies and procedures to professionally respond to client and branch inquiries
• Support User Acceptance Testing (UAT) of Cash Management products, services and systems, including releases and enhancements
• Process various requests, including but not limited to:
  • Add, Delete and Modify users utilizing the administrative systems
  • Process new enrollment requests for Online Banking, Remote Deposit Capture and Cash Management services
  • Enter service event requests through a Bank specified software
  • Review and close branch referrals through a Bank specified software
• Work with CM Fulfillment Specialist 3 or CMS Management to open cases with Online Banking vendor via telephone or web whenever outside assistance is needed. Support follow-up until resolution is found
• Work on developing the ability to assess; troubleshoot and/or resolve technical issues with PosPay, ACH, RDC and Wire transfers with support of CM Fulfillment Specialist 3 or CMS Management
• Strong interpersonal skills with the ability to help support on projects and an aptitude for using technology to automate processes when beneficial
• Collect, review and distribute fulfillment service level tracking documentation compiled from various applications
• Learn how to process monthly certification of Online Banking G.L. account
• Learn how to process and submit monthly Cash Manager billing file to Accounting and Finance
• Perform other duties/projects as assigned by CMS Management

Complies with all State and Federal Banking regulatory requirements, including but not limited to: BSA, Anti-Money Laundering OFAC, CIP, Financial Elder Abuse Reporting, Sexual Harassment, Information Security and privacy requirements. This position will elevate suspicious activity to supervisory staff and/or BSA department. Completes compliance and other technical training workshops as assigned.

Required Knowledge

• Regulation CC
• Regulation D
• Regulation DD
• Regulation E (EFT) Overview
• Bank Secrecy Act
• Privacy Act
• FFIEC
• FDIC Insurance

Basic Knowledge, Skills and Abilities

• Proficient in MS Office; Word, Excel, PowerPoint
• Knowledgeable on Cash Management products/services
• Highly motivated and self-driven individual who can think strategically, operate independently and take accountability for the function
• Ability to motivate, influence and collaborate with others both internally and externally
• Must have ability to multi-task in a fast paced environment and prioritize your focus on most impactful activities while meeting deadlines
• Strong oral and written communication skills when interacting with internal and external clients
• Strong analytical, critical thinking and problem solving skills
• Travel, as required
• Demonstrates a commitment to Client Relationship Building in all areas of job performance
• Proven propensity to learn new technologies and skills quickly
• Critical Thinking, Judgment & Problem Solving Skills
• Ability to respectfully communicate with Management and Co-workers
• Exceptionally organized, efficient and detail oriented
• Excellent Customer Service Skills
• Excellent leadership and team building skills
• Motivating/Coaching Skills

Equipment Operated

• Desk top Computers
• 10 Key Machines
• Standard Office Equipment (copiers, fax machines)

Physical Requirements & Work Environment

• Requires sitting for prolong periods of time
• Requires lifting up to 5 lbs.
• Office setting w/controlled temperature

Education & Experience

• Preferred candidate must have 2-3 years of relevant Cash Management experience; preferably in Cash Management Fulfillment

As a part of the Bank’s internal control systems, employees holding sensitive positions are required to be absent from their duties for a minimum of two consecutive weeks each year. This position has been deemed to meet the test for a sensitive position, and therefore you will be required to meet the minimum absence requirement each and every year.

This job description is not intended to be all-inclusive, and employees will be required to perform additional related work duties as assigned by their immediate supervisor and/or management.

Farmers and Merchants Bank of Long Beach reserves the right to revise or change job duties and responsibilities as the need arises. This job description does not constitute a written or implied contract of employment.