Cash Management Client Support & Training Specialist

Job Summary

The Client Support and Training Specialist role is responsible for delivering a tailored White Glove training session for clients utilizing Flagstar Bank’s Commercial Cash Management Services. This role ensures new and existing clients are equipped to navigate our comprehensive banking platforms of Online Banking, Bill Pay, Positive Pay, Remote Deposit Capture, Monogram Escrow Express-Rent Security, Lockbox Vault-Internet Cash Orders & Remote Official Checks services alongside other supported Cash Management Products. Client Support and Training Specialists are a core resource for client onboarding, client re-training, and continued client support for Commercial Cash Management Services. Clients will be guided through a structured step-by-step training session to optimize usability and understanding of service platforms and applications.

Job Responsibilities

• Train clients on all aspects of Cash Management services, either virtually via Teams or in-person, ensuring proper installation and configuration of supporting technology as required.
• Organize and deliver ongoing and ad-hoc refresher training sessions on all Cash Management services, adjusting delivery methods and content to best meet client needs.
• Provide guidance on best practices and product updates if needed.
• Collaborate with internal and back-office teams to ensure training sessions and services meet the clients' needs in order to provide a seamless Training Experience.
• Initiate product troubleshooting, execute service requests, and coordinate troubleshooting sessions with external vendors for product optimization.
• Conduct tailored demonstrations of the platform for prospective corporate clients, utilizing a structured approach to address each business's unique needs and requirements.
• Distribute client-specific training materials and guides during refresher and ad hoc training sessions, ensuring clients have all necessary resources for successful product use.
• Track, document, and close all completed client retraining, ad hoc trainings, support, and issue resolution activities using Workflow and Salesforce queues.

Job Requirements

• Education level required: High School / High School Equivalency (GED, HiSET, TASC) / Foreign Equivalent
• Minimum experience required: Less than 2 years
• Typically requires 0-2 years of administrative, client service, or technical experience
• Experience in banking, financial services, or training environment is advantageous