Business Banking Specialist

The Business Banking Specialist serves as a key resource for business customers, delivering expert assistance with digital banking services, business deposit products, and treasury management solutions. This role provides direct support to clients and internal staff, ensuring a high level of customer service, technical expertise, and operational compliance.

Hours: Monday - Friday 8:15am-5pm

40 hours/week

Essential Duties and Responsibilities:

• Serve as the primary point of contact for business customers, understanding their financial needs and providing tailored banking solutions.
• Assist customers with business deposit products, digital banking platforms, and treasury management services.
• Respond to customer and internal inquiries via email, Digital Banking and phone regarding Digital Banking products (e.g., password resets, upgrades, system issues, functionality questions).
• Provide administrative and technical support for digital platforms including Banno, Bill Pay, Cash Management, Remote Deposit Capture (RDC), and Zelle.
• Place support calls to vendors when necessary for issue resolution related to Digital Banking products.
• Use CRM systems to log, track, and resolve customer issues in a timely and professional manner.
• Maintain strict confidentiality, especially regarding user credentials and sensitive customer information.
• Authorize setup for mobile wallet services (Apple Pay, Google Pay, Samsung Pay).
• Set up users and permissions for Cash Management and RDC services.
• Travel to customer locations to provide training and support for Cash Management and RDC services, including troubleshooting and hardware replacement.
• Open and maintain business accounts in accordance with BSA and internal compliance requirements.
• Scan, verify, and upload relevant documents to Synergy (document management system).
• Complete scheduled ACH, RDC, and Wire Risk Audits, ensuring documentation is completed and stored correctly.
• Participate in business services sales efforts and refer customers to appropriate departments for lending, merchant services, or wealth management.
• Support customer onboarding, including account setup, document collection, and compliance checks.
• Maintain up-to-date knowledge of business banking products, digital services, and compliance requirements.
• Conduct outbound customer outreach and assist with business development activities.
• Assist in maintaining and updating Digital Banking procedures and documentation for all Digital Banking products and services.
• Collaborate with internal staff to complete projects
• Create, review, and analyze department reports on a daily, weekly, monthly, or annual basis as required.
• Proactively identify complex customer needs and work closely with Relationship Managers to develop and deliver high-quality banking solutions.
• Serve as a mentor and knowledge resource for internal staff and assist with training new staff.

Requirements:

• High School Diploma or equivalent required.
• Associate or Bachelor’s degree in Business, Finance, or related field preferred.
• 1-2 years of experience in retail or business banking, customer service, or a related financial services role.
• 5+ years of experience in business banking, treasury management, or digital banking services with demonstrated leadership or mentoring experience
• Strong customer service orientation with excellent verbal and written communication skills.
• Proficiency in using banking systems, CRM tools, digital banking platforms, and Microsoft Office Suite.
• Strong analytical and problem-solving abilities.
• Ability to work independently and manage time efficiently across multiple priorities.
• Understanding of regulatory and compliance requirements in business banking (e.g., BSA/AML).
• Willingness to travel locally for customer site visits and support.
• Ability to interpret and explain banking products and technical issues to non-technical customers.
• Must comply with applicable laws and regulations, including but not limited to, the Bank Secrecy Act and the requirements of the Office of Foreign Assets Control. Additionally, all employees must follow policies and procedures to minimize risk by exercising good judgment, raising questions to management, and adhering to policy guidelines.
• Assist Digital Banking Officer in testing new products when requested.
• Assist in tracking annual ACH Security Framework audits.
• Any other duties as assigned.

Critical Competencites:

• Accountability
• Problem Solving
• Communication
• Job Knowledge

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