Service Delivery Associate, Commercial Services

Overview

The Service Delivery Associate serves as a key point of contact for Level 2 (L2) support and customer onboarding for Commercial Banking and Treasury Management products. This role supports both customers and internal partners by triaging escalated service requests, resolving complex product issues, and ensuring a smooth onboarding experience for new and expanding commercial clients. The associate will also play a critical role in identifying trends, tracking and reporting product issues, supporting product enhancements, and contributing to operational excellence across Commercial Services.

• Serve as an enhanced (L2) support resource for Commercial customer and employee inquiries related to Commercial Banking and Treasury Management products and services
• Triage, research, and resolve escalated service requests with a strong focus on accuracy, timeliness, and customer experience
• Partner with internal teams (Product, Operations, Technology, Relationship Management) to resolve complex issues and drive resolutions
• Collect, track, and analyze recurring issues to help identify opportunities for process and product improvement
• Act as a point of contact during onboarding lifecycle, providing proactive communication and issue resolution
• Participate in testing, validation, and rollout of new or enhanced products and services
• Assist with operational duties including system setup, input requests, and account/billing-related activities, providing backup support as needed

• Support the onboarding of Business and Commercial customers enrolling in new Treasury Management and Commercial products
• Coordinate and manage onboarding activities, including documentation, system setup, and customer readiness
• Deliver remote product training to customers and internal partners to ensure successful adoption and usage

• Participate in testing, validation, and rollout of new or enhanced products and services
• Assist with operational duties including system setup, input requests, and account/billing-related activities, providing backup support as needed

Note:

The preference would be for this position to work from a location in the Jefferson City, MO area, but could work remote at any other Central Bank location in our market area.

• Bachelor’s degree in Finance, Business Administration, or a related field (or equivalent experience)
• 1-3 years of banking or financial services experience;
  Commercial Banking or Treasury Management experience preferred
• Strong problem-solving skills with exceptional attention to detail
• Excellent verbal and written communication skills, with the ability to explain complex concepts clearly
• Strong technical aptitude and comfort working across multiple systems and platforms

• Experience supporting Commercial Banking, Treasury Management, or business payment products
• Advanced proficiency in Microsoft Word, Excel, and Power Point
• Experience with call tracking, case management, or CRM systems
• Ability to analyze data and trends to drive service improvements