Cash Management Client Support & Training Specialist

About this role

Position Title Cash Management Client Support & Training Specialist Location New York, NY 10018 Job Summary The Client Support and Training Specialist role is responsible for delivering a tailored White Glove training session for clients utilizing Flagstar Bank’s Commercial Cash Management Services. This role ensures new and existing cliental are equipped to navigate our comprehensive banking platforms of Online Banking, Bill Pay, Positive Pay, Remote Deposit Capture, Monogram Escrow Express -Rent Security, Lockbox Vault- Internet Cash Orders & Remote Official Checks services alongside other supported Cash Management Products.

Client Support and Training Specialists are a core resource for client onboarding, client re-training, and continued client support for Commercial Cash Management Services. Clients will be guided through a structured step-by-step training session to optimize usability and understanding of service platforms and applications. Training sessions are delivered via Microsoft Teams or In-person and will be tailored to meet a client’s specific service enrollment. Additional role responsibilities of a Training Specialist include initiating product troubleshooting, executing service requests, collaborating with internal and back-office teams to ensure training sessions and services meet the clients need in order to provide a seamless Training Experience. Job Responsibilities: JOB RESPONSIBILITIES • Train clients on all aspects of Cash Management services, either virtually via Teams or in-person, ensuring proper installation and configuration of supporting technology as required. • Organize and deliver ongoing and ad-hoc refresher training sessions on all Cash Management services, adjusting delivery methods and content to best meet client needs. Providing guidance on best practices and product updates if needed. • Coordinate the scheduling of all client trainings, installations, troubleshooting sessions, and refresher courses—ensuring seamless communication between clients and vendors for maximum efficiency. • Coordinate and collaborate with both internal departments and external vendors to facilitate troubleshooting, including the installation of necessary software and hardware for product optimization. • Conduct tailored demonstrations of the platform for prospective corporate clients, utilizing a structured approach to address each business's unique needs and requirements. • Provide detailed communication of status reports to the Banking Team after each training or support engagement, outlining follow-up actions for additional services, account structure adjustments, and unresolved client concerns. • Distribute client-specific training materials and guides during refresher and ad hoc training sessions, ensuring clients have all necessary resources for successful product use. • Track, document, and close all completed client retraining, ad hoc trainings, support, and issue resolution activities using Workflow and Salesforce queues.

ADDITIONAL ACCOUNTABILITIES • Performs special projects, and additional duties and responsibilities as required. • Consistently adheres to regulatory and compliance policies and standards linked to the job as listed and complete required compliance trainings.  Accountable to maintain compliance with applicable federal, state and local laws and regulations.

JOB REQUIREMENTS

Required Qualifications: • Education level required: High School / High School Equivalency (GED, HiSET, TASC) / Foreign Equivalent  • Minimum experience required: Less than 2 years • Typically requires 0-2 years of administrative, client service, or technical experience • Experience in banking, financial services, or training environment is advantageous

Job Competencies: • Proficiency in Microsoft Office applications, including Outlook, Word, Excel, and PowerPoint • Familiarity with virtual meeting platforms (e.g., Microsoft Teams) Salesforce and CRM systems • Understanding of Cash Management and Treasury Products, Preferred • Knowledge of banking operations, client onboarding procedures, and financial services technology • Exceptionally organized with the ability to manage multiple priorities and meet deadlines. • Strong attention to detail in written documentation, data input, and client communication. • Strong presentation, communication, and interpersonal skills. • Effective problem-solving and troubleshooting capabilities. • Clear and professional written and verbal communication skills. • Technical aptitude for software/hardware installation and troubleshooting. • Ability to learn and apply new systems and processes quickly and independently. • Capable of delivering training content clearly to diverse client audiences. • Skilled at collaborating across departments and adapting to dynamic client needs. • Demonstrated initiative in identifying service improvements or client support opportunities. • Demonstrates a strong ability to build and maintain effective relationships with stakeholders by communicating clearly, engaging in proactive collaboration, and leveraging cross functional insights. Aligns relationship building efforts with enterprise goals to accelerate performance and drive strategic results. • Builds trusted client relationships, whether internal or external, by identifying needs and delivering tailored solutions to enhance the overall client experience. • Fosters or supports a positive work culture and productive work environment, displaying importance of effective relationships with customers and stakeholders. • Occasional travel to client sites or other internal offices may be required. • Physical demands (ADA): No unusual physical exertion is involved.

Flagstar is an Equal Opportunity Employer

We are committed to providing clear and accurate compensation information in accordance with applicable laws. Actual starting base pay will be determined based on location, experience, and other non-discriminatory factors permitted by law. Total compensation m

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