VP, Client Service Manager (TM Onboarding & Support)

Cathay Bank; Westminster (MD); On-site; USD 120,000 - 170,000; Full time

Job summary

Cathay Bank is seeking a VP-level Commercial Banking Client Service Manager in Westminster, MD, to lead treasury management onboarding, implementation, and ongoing client service. The role acts as the primary liaison among commercial clients, Treasury Sales Officers, Operations, IT, and external vendors to ensure successful deployment and utilization of treasury solutions.

You will provide expert consultation, troubleshooting, and proactive support for digital banking platforms, payments, and

Responsibilities

• Lead Treasury Management onboarding and implementation projects.
• Coordinate client activation, testing, configuration, and training.
• Manage timelines, milestones, and client communications.
• Provide expert guidance on digital banking, payments, and reporting.
• Escalate and resolve complex Treasury Management issues with cross-functional teams.
• Document activities and maintain knowledge of treasury platforms.

Job description

People Drive Our Success

Are you enthusiastic, highly motivated, and have a strong work ethic? If yes, come join our team! At Cathay Bank – we strive to provide a caring culture that supports your aspirations and success. We believe people are our most valuable asset and we proudly foster growth and development empowering you to achieve your professional goals. We have thrived for 60 years and persevered through many economic cycles due to our team members’ drive and optimism. Together we can make a difference in the financial future of our communities.

GENERAL SUMMARY

The VP, Commercial Banking Client Service Manager will focus on Treasury Management Onboarding & Support Management. They will be responsible for delivering a premier white glove client experience throughout the onboarding, implementation, training, technical support, and ongoing servicing lifecycle for Treasury Management clients. This position serves as the primary liaison between commercial clients, Treasury Sales Officers, Operations, Information Technology, and third-party vendors to ensure successful implementation and utilization of treasury management products and services.

The incumbent provides expert consultation, technical guidance, troubleshooting, and proactive support for digital banking platforms, payments systems, file transmission solutions, reporting applications, fraud prevention services, and integrated treasury management technologies. The role is critical to driving client satisfaction, increasing product adoption, improving operational efficiency, and supporting revenue growth through exceptional service delivery.

DIRECT REPORTS

The incumbent has one or more direct reports – Relationship Commercial Banking Client Service Officer

ESSENTIAL FUNCTIONS

Client Onboarding & Implementation

• Serve as the primary implementation manager for new Treasury Management relationships and significant product expansions.
• Coordinate all aspects of treasury management onboarding, including project planning, documentation collection, system configuration, testing, training, and client activation.
• Manage implementation timelines, milestones, and client communications to ensure seamless execution.
• Conduct discovery sessions with clients to understand business requirements, cash management workflows, security needs, and technology integration objectives.
• Partner closely with Treasury Sales Officers and Relationship Managers to facilitate a smooth transition from sale to implementation.

White Glove Client Service

• Deliver a highly personalized service experience for commercial, middle-market, and corporate clients.
• Act as a trusted advisor by identifying opportunities to enhance operational efficiencies through treasury management solutions.
• Maintain proactive engagement with clients during the implementation period and throughout the client lifecycle.
• Monitor service levels and ensure timely resolution of client inquiries and concerns.

Technical Support & Troubleshooting

• Serve as the primary escalation point for complex Treasury Management system issues.
• Troubleshoot online banking access problems, entitlement setup issues, user administration requests, payment processing errors, file transmission failures, and reporting discrepancies.
• Support ACH, wire transfer, positive pay, lockbox, remote deposit capture, integrated payables, information reporting, and digital treasury applications.
• Coordinate issue resolution with Operations, Treasury Operations, IT, information security teams, and external vendors.
• Analyze root causes of recurring issues and implement solutions to improve client experience and operational effectiveness.
• Maintain detailed documentation and tracking of implementation, service, and technical support activities.

System Configuration & Product Expertise

• Configure Treasury Management products and services according to client requirements and bank policies.
• Guide clients through system setup, user access administration, security controls, and workflow configuration.
• Support file transmission implementations, including SFTP, host-to-host connectivity, API-enabled connectivity, ERP integrations, and other electronic banking interfaces.
• Perform client testing and validation of payment files, reporting files, and integrated solutions.
• Maintain expert knowledge of treasury management platforms, digital banking technologies, and payment industry best practices.

Client Education & Training

• Conduct onboarding meetings and tailored training sessions for clients and their administrative users.
• Develop training materials, implementation guides, and best practice recommendations.