Commercial Support Specialist

POSITION TITLE: Commercial Support Specialist

FLSA STATUS: Non-Exempt

SUMMARY:

Provide administrative support for the Commercial banking team within the region to ensure a consistent level of customer service for banking clients. Serve as a liaison between Commercial banking customers, Loan Operations, and other areas of the bank, as needed.

ESSENTIAL JOB FUNCTIONS:

• Interact with customers to open accounts, completing required paperwork, and security checks; must be familiar with the different sources of primary and secondary identification, and with acceptable and unacceptable forms of identification

• Advise customers of products and services, and assist bankers in providing superior customer service

• Has the responsibility for following regulatory requirements including those pertaining to the Bank Secrecy Act (BSA), Anti-Money Laundering (AML), Customer Identification Program (CIP), and Office of Foreign Assets Control (OFAC) to assist in the identification, detection, and determent of money laundering or other unlawful activities

• Manage customer service inquiries and determine proper path to resolution

• Work with Commercial customers to provide information, troubleshooting, collect information, and maintain an overall positive customer experience

• Manage the loan closing process for the Commercial banking team to ensure accuracy in origination of Commercial loans

• Provide analysis and reporting enabling adequate management of the Commercial banking team for the region

• Work with Commercial bankers to manage the loan approval process in presentation of prospective and customer credit request packages in accordance with Bank's policy

• Onboard, or assist in onboarding, Commercial deposit accounts and Treasury Management services

• Work to ensure all customer files are up to date and organized to adhere with loan agreements, bank policy, and regulatory compliance

• Handle customer complaints and takes appropriate action to resolve them; responds promptly to customer needs; solicits customer feedback to improve service and responds to requests for service and assistance

• Maintains educational and professional expertise through attendance at job related seminars, conferences, and workshops and involvement in professional, civic, and community groups in leadership positions

• Regular attendance and punctuality are essential functions of this position

• Creates and prepares correspondence, presentation materials, spreadsheets, and reports

• Creates confidential and non-routine file systems and maintains them accurately and efficiently

• Monitors calls, correspondence, and projects to assure appropriate response in a timely manner

• Maintains confidentiality of information with discretion, diplomacy, and professionalism.

• Responds to customer questions and monitors or compiles account information as requested

• Remains knowledgeable of Bank products and services

JOB REQUIREMENTS:

• High school diploma required, Bachelor's degree (B.A.) from four-year college or university preferred, or commensurate banking experience

• Attainment of this position may be contingent upon prior experience in the financial services or legal industry

KNOWLEDGE/SKILLS REQUIRED:

• Excellent customer service and problem solving skills

• Strong verbal and written communication skills

• Outstanding organization skills and attention to detail

• Ability to perform effectively in fast-paced environment and meet deadlines

• Knowledge of Microsoft Office products, especially Word, Excel and PowerPoint

PHYSICAL AND MENTAL QUALIFICATIONS:

• Standing, walking, bending and stooping required

• Must be able to sit at a desk for long periods of time and use a computer

• Must be able to occasionally move or lift up to 10 pounds

• May be asked to work supplemental hours periodically

• Limited travel required occasionally during and after business hours