Commercial Bank – San Francisco Bay Area

Manages overall daily cash management service requests including implementing policies and objectives. Monitors adherence to Bank regulations, policies and procedures ensuring a strong operational foundation is in place and being followed such as customer identification, dual controls, regulatory requirement conformance and audits. Manages and coordinates with staff to assess internal business needs and ensure services are delivered according to established high standards.

The bank does not want to receive resumes from individuals with mortgage industry experience/backgrounds.

ESSENTIAL FUNCTIONS:
~Develop internal monitoring mechanism to measure and monitor Cash Management service quality by reviewing the daily incoming service requests.
~Handle customer complaints (verbal and written) referred by the CMSC representatives including review of all departmental reply letters.
~Reinforce core service values through direct recognition and coach staff to reinforce service excellence.
~Liaise and coordinate with different departments/branches in handling customers’ requests/complaints.
~Responsible for service maintenance and changes ( service discontinuation, account closing, vendor notification).
~Ensure all departmental work is in compliance with applicable laws, regulations and guidelines.
~Develop, plan and implement strategies and programs to support and sustain quality customer service for the Cash Management clients.
~Handle cash management customer complaints referred by other sources. Coordinates with various internal departments to ensure timeliness in resolving customer complaints.
~Ensure effective communications and information sharing within the branch and with other departments on Cash Management products, guidelines, policies and procedures and customer billing issues.
~Reply to customer service related inquiries addressed to the Bank through the Bank’s website and Cash Management toll free number.
~Actively manage courier vendors on pricing, services, billing and service discontinuation.
~Conduct regular client calls to high-end Cash Management customers.

Additional confidential information will only be sent to qualified candidates. Please email resumes in a Word Document format to Glenn Woerz, Director of Bank Recruiting at gwoerz@osgglobal.com (847-954-8028).