CM Client Support Mgr

*This role is not eligible for sponsorship*

***Supervisory Responsibilities: Interview and select candidates for openings, set goals for associates, assign tasks/duties, conduct on-the-job training, develop associates' skills and encourage growth, prepare disciplinary write-ups as appropriate, prepare and conduct performance reviews and make recommendations for salary adjustments, approve timecards for FTEs and other duties associated with managing a staff.

Job Responsibilities #Ll-Hybrid

• Lead the client support team in resolving complex inquiries related to online cash management services.
• Serve as an escalation point for high-priority client issues, ensuring timely and satisfactory resolution.
• Collaborate with CM Business Analysts and Product Manager to troubleshoot platform issues and implement enhancements.
• Monitor system performance and client usage trends to identify opportunities for improvement.
• Develop and maintain standard operating procedures (SOPs) for client support and platform administration.
• Ensure compliance with internal controls, risk management policies, and regulatory requirements.
• Track and report on key performance indicators (KPIs) related to client satisfaction, issue resolution, and platform adoption.
• Foster a culture of client-centricity, accountability, and continuous improvement.
• Cross-sell Cash Management services and support all functions within the CM Support Center function.
• Maintain awareness of and adherence to Bank's compliance requirements and risk management concepts, expectations, policies and procedures and apply them to daily tasks.
• Deliver a consistent, high level of service within our Serving More standards.
• Other duties as assigned

Competencies

• Interpersonal/Customer Service Skills
• Written and Verbal Communication
• Ability to understand and follow directions
• Adaptable to change
• Basic Computer Skills
• Leadership/Management Skills
• Ability to influence others
• Ability to build collaborative relationships
• Ability to develop or mentor others
• Ability to work as part of a team
• Organizational Skills/Detail Oriented
• Analytical Thinking
• Able to Multi-Task or Juggle Priorities
• Problem/Situation Analysis
• Strategic Planning and Decision Making

Experience

2-4 Years Experience in Financial Institution, Call Center, or Customer Service required; supervisory experience preferred.

Additional Information

This position must be able to remain in a stationary position a maximum of 50% of the time, constantly operate a computer up to 50% of the time, and be able to be in constant communication with coworkers, customers, or stakeholders to discuss and observe facts and data in order to exchange accurate information.

A Flexible Work Arrangement is available for this role.

The Park Brand

You belong at Park. Our doors are open to everyone - no matter where you're coming from or where you want to go from here.

Mission

To promote the long-term prosperity of the people and the organizations we serve.

Who We Are

Community banking teams are bound by everything that matters most: by the way we serve our customers.; by the way we show up for our communities; by the way we celebrate everyone's biggest, best moments; by the way we're here for one another on the days we need support; and by our love of neighbors and neighborhoods. Together, our family proudly shares who we are and who we've always been. United and strong, we serve our customers and communities more.

Brand Essence

A family of community banking teams who, together, serve more - more businesses, more families, more community needs, more access for more people like you and me.