Cash Management Client Service - Associate

Role Description

The Cash Management Client Service - Associate is responsible for addressing client inquiries and actively supporting cross-selling efforts by identifying client needs and suggesting solutions through introductions. This role performs a variety of client service functions associated with supporting the strategic initiatives of the company to enable business development, revenue growth, client retention and growth, and sales delivery enhancements.

Role Objectives

• Associate

Key Responsibilities

• Client Support & Issue Resolution

  • Serve as a primary point of contact for day-to-day client inquiries related to cash management services, including payments, and digital banking access
  • Resolve service issues by investigating transactions, escalating problems, and coordinating with internal teams as needed
  • Troubleshoot client challenges related to ACH, wires, online banking portals, positive pay, remote deposit, lockbox, and liquidity tools
  • Ensure timely follow-up and provide clear, professional communication to clients

• Operational Support & Service Delivery

  • Process requests entitlement changes, documentation updates, and service modifications
  • Maintain accurate records of client interactions in service-tracking systems
  • Monitor key service metrics such as exception items, payment failures, and fraud alerts, ensuring proactive outreach to clients
  • Aid in onboarding activities including initial client setup, platform training, and documentation coordination

• Client Engagement & Relationship Management

  • Build strong working relationships with clients and internal partners, supporting retention and client satisfaction
  • Participate in client calls, training sessions, and service reviews to ensure clients are fully educated on available tools and capabilities
  • Identify opportunities to improve client experience and promote digital adoption of treasury platforms

• Continuous Improvement

  • Contribute to service process enhancements, FAQ development, and best practices documentation
  • Stay current on product updates, system changes, and new cash management capabilities
  • Assist senior team members with projects aimed at improving service efficiency and workflow optimization

Qualifications and Skills

• 2–3 years of experience in client service, banking operations, cash management, or treasury support
• Foundational understanding of cash management products such as ACH, wires, RDC, positive pay, lockbox, and digital banking platforms
• Strong problem-solving skills with the ability to research issues and provide prompt resolution
• Excellent verbal and written communication skills
• Ability to multitask and manage competing priorities in a high-volume service environment
• Experience working directly with corporate clients preferred
• Japanese language preferred but not required

Pay

The anticipated salary range for this role is between $80,000.00 and $105,000.00. The specific salary offered to an applicant will be based on their individual qualifications, experiences, and an analysis of the current compensation paid in their geography and the market for similar roles at the time of hire. The role may also be eligible for an annual discretionary incentive award. In addition to cash compensation, SMBC offers a competitive portfolio of benefits to its employees.

Benefits

SMBC provides a competitive portfolio of benefits to its employees, including a hybrid workforce model that allows employees to work from home or an SMBC office, depending on their preference.

Work Schedule

SMBC’s employees participate in a Hybrid workforce model that provides employees with an opportunity to work from home, as well as, from an SMBC office. SMBC requires that employees live within a reasonable commuting distance of their office location. Prospective candidates will learn more about their specific hybrid work schedule during their interview process. Hybrid work may not be permitted for certain roles, including, for example, certain FINRA-registered roles for which in-office attendance for the entire workweek is required.

Accessibility

SMBC provides reasonable accommodations during candidacy for applicants with disabilities consistent with applicable federal, state, and local law. If you need a reasonable accommodation during the application process, please let us know at accommodations@smbcgroup.com.