Cash Management Client Service - Associate

SMBC Group is a top-tier global financial group. Headquartered in Tokyo and with a 400-year history, SMBC Group offers a diverse range of financial services, including banking, leasing, securities, credit cards, and consumer finance. The Group has more than 130 offices and 80,000 employees worldwide in nearly 40 countries. Sumitomo Mitsui Financial Group, Inc. (SMFG) is the holding company of SMBC Group, which is one of the three largest banking groups in Japan. SMFG's shares trade on the Tokyo, Nagoya, and New York (NYSE: SMFG) stock exchanges.

In the Americas, SMBC Group has a presence in the US, Canada, Mexico, Brazil, Chile, Colombia, and Peru. Backed by the capital strength of SMBC Group and the value of its relationships in Asia, the Group offers a range of commercial and investment banking services to its corporate, institutional, and municipal clients. It connects a diverse client base to local markets and the organization's extensive global network. The Group's operating companies in the Americas include Sumitomo Mitsui Banking Corp. (SMBC), SMBC Nikko Securities America, Inc., SMBC Capital Markets, Inc., SMBC MANUBANK, JRI America, Inc., SMBC Leasing and Finance, Inc., Banco Sumitomo Mitsui Brasileiro S.A., and Sumitomo Mitsui Finance and Leasing Co., Ltd.

The anticipated salary range for this role is between $80,000.00 and $105,000.00. The specific salary offered to an applicant will be based on their individual qualifications, experiences, and an analysis of the current compensation paid in their geography and the market for similar roles at the time of hire. The role may also be eligible for an annual discretionary incentive award. In addition to cash compensation, SMBC offers a competitive portfolio of benefits to its employees.

Role Description

Responsible for addressing client inquiries and actively support cross-selling efforts by identifying client needs and suggesting solutions through introductions. Performs a variety of client service functions associated with supporting the strategic initiatives of the company to enable business development, revenue growth, client retention and growth, and sales delivery enhancements.

Role Objectives

Associate

Key Responsibilities

Client Support & Issue Resolution

• Serve as a primary point of contact for day-to-day client inquiries related to cash management services, including payments, and digital banking access
• Resolve service issues by investigating transactions, escalating problems, and coordinating with internal teams as needed
• Troubleshoot client challenges related to ACH, wires, online banking portals, positive pay, remote deposit, lockbox, and liquidity tools
• Ensure timely follow-up and provide clear, professional communication to clients

Operational Support & Service Delivery

• Process requests entitlement changes, documentation updates, and service modifications
• Monitor key service metrics such as exception items, payment failures, and fraud alerts, ensuring proactive outreach to clients
• Assist with onboarding activities including initial client setup, platform training, and documentation coordination
• Maintain accurate records of client interactions in service-tracking systems

Client Engagement & Relationship Management

• Build strong working relationships with clients and internal partners, supporting retention and client satisfaction
• Participate in client calls, training sessions, and service reviews to ensure clients are fully educated on available tools and capabilities
• Identify opportunities to improve client experience and promote digital adoption of treasury platforms

Continuous Improvement

• Contribute to service process enhancements, FAQ development, and best practices documentation
• Stay current on product updates, system changes, and new cash management capabilities
• Assist senior team members with projects aimed at improving service efficiency and workflow optimization

Qualifications and Skills

• 2-3 years of experience in client service, banking operations, cash management, or treasury support
• Foundational understanding of cash management products such as ACH, wires, RDC, positive pay, lockbox, and digital banking platforms
• Strong problem-solving skills with the ability to research issues and provide prompt resolution
• Excellent verbal and written communication skills
• Ability to multitask and manage competing priorities in a high-volume service environment
• Experience working directly with corporate clients preferred
• Japanese language preferred but not required

SMBC's employees participate in a Hybrid workforce model that provides employees with an opportunity to work from home, as well as, from an SMBC office. SMBC requires that employees live within a reasonable commuting distance of their office location. Prospective candidates will learn more about their specific hybrid work schedule during their interview process. Hybrid work may not be permitted for certain roles, including, for example, certain FINRA-registered roles for which in-office attendance for the entire workweek is required.

SMBC provides reasonable accommodations during candidacy for applicants with disabilities consistent with applicable federal, state, and local law. If you need a reasonable accommodation during the application process, please let us know at View email address on click.appcast.io.