Cash Management Services Supervisor

Principal Responsibilities

• Lead the team and develop an atmosphere of teamwork, open communication and unity.
• Provide oversight of all services offered.
• Actively mentor staff and ensure they are trained, evaluated, and motivated to perform their responsibilities in an effective and progressive manner.
• Establish clear expectations, monitor performance, conduct quality reviews, and provide regular coaching to ensure consistent, accurate customer support.
• Oversee daily workflow, ensuring timely responses and service level agreement adherence through active monitoring and adjustment of communication channels.
• Serve as the primary escalation point for complex or high‑impact Cash Management inquiries, coordinating resolutions with internal teams and vendors to ensure timely outcomes.
• Maintain and update departmental procedures, job aids, and workflow documentation to support consistent execution of Specialist I and II responsibilities and adherence to bank policies and regulatory requirements.
• Analyze trends, recurring issues, and operational bottlenecks, partnering with management to implement process improvements that enhance service quality and efficiency.
• Ensure the safeguarding of confidential information, maintain professional conduct, and ensure full compliance with bank procedures and Cash Management operational requirements.
• Act in accordance with FBT policies and procedures as set forth in the employee handbook.
• Adhere to compliance procedures and participate in required compliance training.

Qualifications

• This person should have a bachelor’s degree and five years of work-related experience or the equivalent.
• Proven customer service experience and prior supervisory experience required.
• Strong analytical, organizational, and problem‑solving skills are needed, along with the ability to manage priorities, monitor workflow, and exercise sound judgment in resolving escalated issues.
• Effective oral and written communication skills and a solid understanding of banking regulations and operational controls are essential.