Cash Management Support Specialist

About the Role

The Cash Management Support Specialist performs operational support duties for cash management products and services. This role provides professional, technical, and general assistance to business and internal customers, including full support of the Remote Deposit Capture product, business customer setups, contract preparation, file maintenance, product usage monitoring, and problem resolution within given authority. The specialist ensures compliance with all policies and regulations, maintains security measures, and provides training on cash management products and services.

Responsibilities

• Address and resolve a wide range of complex questions from external and internal customers regarding business banking services, including Business Online Banker, Positive Pay, ACH origination, ACH account assistance, and additional business products via calls and emails (40%).
• Fully support the Remote Deposit Capture (RDC) product: account creation for new companies, scanner installations, customer training, problem resolution, and act as a liaison between the customer, Fiserv, and NBT Management. Keep customers informed of new and revised services (30%).
• Resolve technical issues involving the hardware and software of RDC scanners and other bank services or products (20%).
• Ensure adherence to all security measures, policies, procedures, and controls, measured by live call monitoring and review of cases created in CSCS (5%).
• Assist with work in other Operations Departments and train new employees as needed (5%).
• Perform routine daily tasks such as reviewing reports, preparing correspondence, and participating in special department projects.

Requirements

• High School Diploma or GED; Associate’s degree preferred.
• Customer service and/or sales experience.
• Minimum four years of Call Center experience or two years of Call Center plus two years of branch, back-office, or other customer support experience.
• NBT experience preferred.
• Valid driver’s license; travel required, which may include overnights.

Skills

• Strong oral and written communication skills.
• Positive attitude and willingness to work in a team environment.
• PC skills in a Windows environment, including Word and Excel.
• Technical knowledge of PC scanner installation and operation.
• Excellent problem-solving skills and ability to troubleshoot technical issues.
• Ability to provide comprehensive training to customers.
• Understanding of internal departments such as Deposit and Loan Operations, Item Processing, Statement Rendering, EFT, Remote Deposit Capture, and Research.
• In-depth knowledge of bank policies and procedures.

Physical Requirements

• Communicate effectively with internal and/or external customers.
• Stationary 75% of the time or greater.
• Move objects up to a maximum of 10 lbs.

Pay

Pay Range: $22.61 - $30.15 per hour.

Benefits

For Full-Time Employees:

• Generous Paid Time Off: At least 22 days annually, prorated in the year of hire.
• Parental Leave: Six weeks of paid leave at 100% of your salary.
• Comprehensive Medical Coverage: Includes employer contributions to HSA for High Deductible Health Plan participants.
• Dental and Vision Coverage.
• Flexible Spending Accounts: For healthcare and dependent care expenses.
• Employer-Paid Disability Coverage: Both short-term and long-term, with an option to purchase additional long-term coverage.
• Life Insurance: Employer-paid basic life insurance, with an option to purchase supplemental coverage.
• Voluntary Benefits: Including hospital, accident, and critical illness coverage.
• Retirement Plans: 401(k) plan with employer matching, optional Roth 401(k), and a pension plan.
• Adoption Assistance.
• Tuition Reimbursement.
• Employee Assistance Program (EAP).
• Pet Insurance.
• Financial and Banking Services: Various banking services benefits and financial planning assistance.

For Part-Time Employees Working 20+ Hours/Week:

• Medical Coverage: Includes employer contributions to HSA for High Deductible Health Plan participants.
• Dental and Vision Coverage.
• Voluntary Benefits: Including hospital, accident, and critical illness coverage.
• Generous Parental Leave: Six weeks of paid leave at 100% of your salary.

For All Part-Time Employees:

• Retirement Plans: 401(k) plan with employer matching, optional Roth 401(k), and a pension plan for employees who work at least 1,000 hours in a calendar year.
• Paid Sick and Safe Leave.
• Employee Assistance Program (EAP).
• Financial and Banking Services: Various banking services benefits and financial planning assistance.

Why Work at NBT

• Wellbeing: Generous time-off policies, wellness initiatives, and flexible work arrangements.
• Community Involvement: Opportunities for volunteer service and charitable partnerships.
• Culture: Supportive leadership fostering an environment where every voice matters and team members feel empowered.
• Career Development: A wide variety of development programs and tools to help you reach your full potential.
• Total Rewards: Competitive compensation, comprehensive benefits, and performance-based incentives.
• Business Stability: A stable financial institution with over 165 years of experience, evolving processes, and a well-defined growth plan.