Commercial Banking Client Service

JOB DESCRIPTION

Commercial Operations Specialist – Cash Management & Client Support

Location: Riverside, RI (Training onsite; possibility of working in Johnston, RI after training)
Pay Rate: $24/hr W2
Duration: 6 Months
Work Arrangement: Onsite (5 Days/Week)

Work Schedule

• Monday – Friday
• 8:30 AM – 5:00 PM (Hours may vary based on business needs)

Position Overview

We are seeking a Commercial Operations Specialist to provide exceptional support to Commercial Banking clients using Cash Management, ACH, and Commercial Card products. This role is ideal for candidates with strong customer service, call center, and banking experience who excel in resolving client issues, troubleshooting technical and operational concerns, and delivering an outstanding customer experience.

The successful candidate will perform root cause analysis on recurring service issues, collaborate with internal partners to implement process improvements, and help enhance operational efficiency while maintaining high service standards.

Key Responsibilities

• Provide support to Commercial Banking customers via phone, email, and chat.
• Assist clients with Cash Management, ACH, and Commercial Card products and services.
• Research customer inquiries and educate clients on available banking products.
• Troubleshoot technical, system, and procedural issues, resolving or escalating as needed.
• Perform root cause analysis to identify recurring service issues and recommend process improvements.
• Partner with internal operational teams to resolve client issues and prevent future occurrences.
• Monitor service quality and proactively communicate risks or obstacles to management.
• Deliver exceptional customer service while meeting productivity and quality goals.
• Maintain accurate documentation of customer interactions and issue resolution.
• Manage multiple priorities in a fast-paced, high-volume environment.

Required Qualifications

• Minimum 5 years of customer service and call center experience.
• Banking or financial services experience preferred.
• Excellent verbal and written communication skills.
• Strong telephone etiquette and active listening skills.
• Ability to multitask and manage competing priorities.
• Strong analytical and problem-solving abilities.
• Ability to work independently with minimal supervision.
• Proficiency with computer systems and Microsoft Office applications.
• High attention to detail and excellent organizational skills.

Preferred Qualifications

• Experience supporting Commercial Banking clients.
• Knowledge of:
• • Cash Management
  • ACH (Automated Clearing House)
  • Commercial Card products
• Experience handling technical support or operational service requests.
• Bachelor's degree preferred.

Technical Skills

• Customer Service
• Call Center Operations
• Commercial Banking
• Cash Management
• ACH
• Commercial Cards
• Client Support
• Root Cause Analysis
• Problem Resolution
• Process Improvement
• Email & Chat Support
• Microsoft Office
• Time Management
• Multitasking
• Analytical Skills

Must-Have Skills

• 5 years Customer Service / Call Center experience
• Strong Phone & Client Communication
• Banking experience preferred
• Cash Management / ACH / Commercial Card experience (preferred)
• Problem Solving & Root Cause Analysis
• Multitasking in a Fast-Paced Environment
• Computer Proficiency
• Strong Attention to Detail & Time Management