Job Description

This role provides day‑to‑day supervision of the Cash Management Services Specialist team, ensuring timely, accurate, and compliant client support across phone, email, and chat channels. Monitors workflow and service levels and serves as the escalation point for complex or high‑impact inquiries. The role also supports consistent operations by reinforcing procedures, coordinating with internal partners and vendors, and identifying opportunities to improve service quality and efficiency.

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.

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 Support system upgrades, enhancements, and user acceptance testing by validating functionality, identifying workflow impacts, and recommending needed changes for the frontline team.

• 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.

Compensation Grade

Salary Grade 5

First Bank & Trust is an Equal Opportunity, Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or expression, national origin, disability, or status as a protected veteran. Read our complete Equal Employment Opportunity Policy Statement Applicants who would like to request reasonable accommodation to the application or interview process should call Human Resources at 800.843.1552 or email hr@bankeasy.com