Experience Inc. Jobs

JOB SUMMARY:

The Cash Management Services Officer (CMSO) is responsible for providing direct support for clients who utilize cash management services, including customers in the Japanese Banking Division. The CMSO utilizes an in-depth knowledge of cash management products and customer service skills to provide exceptional customer service, maintain quality relations with existing customers, recognize cross-selling opportunities, and provide subject-matter-expertise to Relationship Managers (RMs) to build their cash management knowledge.

PRINCIPAL DUTIES & RESPONSIBILTIES:

• Assist customers via telephone, video and/or in person at the customers’ place of business with the implementation of cash management products/services such as Business Online Banking, ACH, Wires, Positive Pay, Remote Deposit Capture and Bill Pay..

• Assist customers/users with cash management products and services; troubleshoot issues: technical issues, user access, train customers/users.

• Assist RMs in their analysis and evaluation of potential cash management solutions and services.

• Lead customer reviews of cash management services (such as online banking, ACH, wires, positive pay, remote deposit capture); perform on-site reviews (for RDC) as needed.

• Maintain current knowledge of cash management trends, customer needs and provide insights and recommendations to Product Managers.

• Partner with Product Managers to create user guides and training manuals in Japanese; deliver training to customers/users in Japanese (or English if preferred by the customer/user).

• Maintain a thorough knowledge of bank policies and procedures.

• Provide timely and responsive customer service.

• Perform other duties as assigned.

POSITION SPECIFICATIONS:

Education:

• Bachelor’s degree in Marketing, Business or equivalent work experience.

Skills/ Qualifications:

• Fluent in Japanese (spoken and written).

• Working knowledge of cash management products and services such as Business Online Banking, ACH, Wires, Positive Pay, Remote Deposit Capture and Bill Pay.

• Strong oral and written communication and interpersonal skills consistent with requirements to be successful in a business-to-business sales environment, and customer service.

• Time management, problem solving, and project management skills.

• Proficient in Windows-based operating systems and office suites (Microsoft Word, Outlook, Excel, PowerPoint); spreadsheet applications to organize data used for advanced data analysis.