Client Services Representative

The Client Service Unit Representative is part of the GTPS Client Service Unit, supporting Cash Clearing Services (GTPS/BAN) and Payments & Cash Management for corporate clients (GTPS/PCM). The role reports functionally to the Head of Client Services and is responsible for providing timely, accurate, and professional support throughout the client and account lifecycle.

This position will handle account servicing, payment investigations, check processing, ACH transactions, reconciliations, and client inquiries, with a strong focus on delivering a positive client experience and resolving payment-related issues efficiently.

Key Responsibilities:

• Manage the opening, maintenance, and closure of demand deposit accounts within the GTPS account management system.
• Provide Level 1 client support and respond to inquiries related to accounts, payments, checks, ACH transactions, and other cash management services.
• Investigate and resolve end-to-end payment issues, coordinating with Operations, Compliance, Technology, and other internal teams as needed.
• Manage payment investigations through PEGA Smart Investigate, including case intake, analysis, client communication, escalation, documentation, and closure.
• Maintain and manage assigned PEGA workbaskets, while supporting overall team case volumes.
• Support check processing, including deposits, inclearing items, returned checks, exceptions, suspense items, reconciliations, and related client inquiries.
• Process and support ACH activities, including drawdown authorizations, ACH returns, Notifications of Change (NOCs), reversals, and client follow-up.
• Research and resolve daily reconciliation issues involving suspense funds, check inclearing, returned checks, ACH exceptions, insufficient funds, and pending payments.
• Complete audit confirmations and perform periodic supervision and control activities.
• Assist with reviewing and updating procedures related to payments, ACH, checks, reconciliations, investigations, and client servicing.
• Support remediation efforts related to internally identified issues, audits, LOD3 reviews, or regulatory findings.
• Maintain confidentiality regarding client and compliance-related matters.
• Perform additional ad hoc responsibilities as required.

Required Qualifications:

• Experience with payments, cash management, treasury services, banking operations, or client service.
• Strong understanding of check processing, including deposits, inclearing, returned items, exceptions, suspense items, and reconciliations.
• Working knowledge of ACH processing, including returns, NOCs, reversals, drawdown authorizations, and related client servicing.
• Experience investigating and resolving payment exceptions and transaction issues from initiation through resolution.
• Strong attention to detail with the ability to prioritize time-sensitive transactions and escalations.
• Excellent written and verbal communication skills with a professional, client-focused approach.
• Ability to work effectively with Operations, Compliance, Technology, and business teams.