Business Service Rep - In Office

Job Description

Job Description

Why Work at Bank First

At Bank First, we’re not just a bank—we’re a community. Consistently ranked among the top-performing banks in the U.S. and Wisconsin, and recognized by American Banker as one of the “Best Banks to Work For”. We combine professional excellence with a culture that truly values people. When you join Bank First, you’re joining a team that invests in your growth, supports your well-being, and celebrates your contributions.

Why You’ll Love Working Here

Imagine a workplace where:

• Your career growth is supported through training, mentoring, and advancement opportunities
• Flexibility allows you to balance work and life without compromise
• Your contributions directly impact guests and communities you care about
• You’re part of a culture built on respect, collaboration, and empowerment

At Bank First, you don’t just fill a role—you make a difference. Every interaction matters, and every team member helps shape the experience our guests love.

About the Role: Business Service Representative

The Business Service Representative (“BSR”) provides proactive, comprehensive customer care to Bank First’s commercial and agricultural clients. The BSR primarily serves as a facilitator in the loan process, acting as a liaison between customers, relationship managers, and processing teams. They also ensure the execution of customer requests and inquiries is coordinated with internal parties to provide accurate and efficient responses. The BSR may not always be the direct executor of tasks but will facilitate the necessary actions. This role requires a strong ability to coordinate multiple tasks, a keen attention to detail, and excellent communication skills to facilitate the various aspects of customer care and commercial loan administration. The BSR is a key player in ensuring the smooth operation of the loan process and maintaining customer satisfaction.

The Guest Experience
The BSR plays an integral role in delivering the Bank First Guest Experience to the bank’s commercial and agricultural clients, which is centered on responsiveness and elevating the customer experience by providing seamless, personalized, and innovative banking solutions through every touchpoint. To provide the Guest Experience, the BSR is committed to understanding and anticipating customer needs, fostering meaningful relationships, and enhancing the financial well-being of our customers through a solutions-based approach. 

Key Responsibilities

Loan Preparation, Documentation, and Ongoing Servicing

• Assist Relationship Managers with the loan application and approval process, including preparing and organizing documentation. Assist with loan closings as needed.
• Ensure proper loan approval has been obtained and order necessary certificates (flood, title, hazard insurance). This may include working directly with the client or their professional resources (Attorney, CPA, Insurance Agent).
• Verify legal entity names and review organizational documents to confirm authorized signers. Confirm collateral lien status, ensure adherence to loan policy, and evaluate compliance with government regulations.
• Review loan documents prior to loan closing to ensure accuracy and consistency with loan approvals.
• Collaborate with Commercial Loan Processing and Servicing teams to ensure accurate entry of loan terms into the bank’s core system.
• Maintain and organize customer files and records, ensuring accuracy and confidentiality.
• Handle loan disbursements, collect fees, and process invoices promptly.
• Assist with following up on outstanding loan documentation, such as final title policies and insurance.
• Enter newly booked loans into the bank’s digital banking platform for online access.
• Review and decision paid workflow items.
• Reconcile loan expense general ledger accounts.
• Assist Relationship Managers with requesting, collecting and tracking financial statements and covenants within the Bank’s loan administration software

Customer Service and Cross-Functional Support

• Serve as a trusted point-of-contact for the bank’s commercial customers, managing inquiries regarding loans, deposit accounts, digital banking, and business banking products and services, among others. Coordinate with the relevant internal teams to ensure timely and effective resolution of each request.
• Support Relationship Managers in business development efforts, portfolio administration, and client engagement, including preparing materials, profiling prospects and referral opportunities, reviewing customer files, and assisting with payment collections
• Participate in customer meetings and calls as needed, taking notes and providing follow-up assistance when necessary.
• Initiate outgoing wire transfers for commercial clients and maintain/update Wire Transfer Agreements
• Review and initiate draw requests for construction loans.
• Assist in managing the bank’s electronic client directory and archiving loan and depository documents.

What We’re Looking For

• Associates Degree or equivalent years of experience in banking or loan administration
• 2+ years financial institution experience preferred
• Must be proficient in Microsoft Word, Outlook and Excel
• Proficiency in loan administration software is a plus
• Must have the ability to handle multiple tasks from a variety of customers and bankers
• Must be able to prioritize duties

About Bank First

Headquartered in Manitowoc, Wisconsin, Bank First serves communities across Wisconsin and the Illinois Stateline region. Our growth is built on relationship-based banking—getting to know our guests personally and helping them create lasting value.

Our Culture & Vision

We foster curiosity, creativity, and responsiveness while embracing individual differences. Employees are empowered with tools to succeed and supported in their careers. Our vision is to remain the top-performing, independent provider of financial services, delivering personalized solutions and value to guests and communities alike.

Our Values

Relationship Based | Community Focused | Innovative Solutions | Value Driven

Join Bank First and build a career where your contributions matter, your growth is supported, and your work makes a difference every single day.