Role Description This position provides direct support to the Business Banking client around onboarding, sales and service and ongoing client relationship management in coordination with the Business Banking Relationship Managers and Business Banking Team Leaders. - Develops and facilitates the client’s engagement through managing customer relationships, customer service interaction, credit, deposit, and treasury service processes and other client/internal support responsibilities. - Provides guidance, mentorship, and training to the RSI and RSII roles. Position Accountabilities - Coordinate client sales and service execution with Business Banking Teams and partner groups. - Ensure that daily incoming customer requests, inquiries and escalated issues are solved in a consistent, professional manner. - Perform necessary research and maintenance to provide or facilitate solutions, and if applicable, log and resolve customer complaints and dissatisfactions in accordance with Bank policies and procedures. - Serve as backup to other Relationship Specialists as needed. - Research, troubleshoot and solve customer issues and communicate “best practices” to enable consistent solutions to achieve top level customer service. - Facilitate reporting for Business Banking teams and stakeholders to actively manage workflow around client sales, compliance, credit management, renewals and partner referrals. - Adhere to all applicable laws and regulations governing bank operations, as well as conformity with the bank’s loan documentation & administration policies. - Facilitate new account deposit openings and manage the cross-sell implementation of all related product set-ups. - Actively manage overdrafts, unposted items, and loan payment issues needing correction. - Manage the communication, development and documentation of all policies and procedures. - Create common knowledge within teams and consistent execution of Business Banking customer service procedures. - Participate in projects, initiatives and committees to develop efficient, streamlined work processes. - Open Business Banking deposit accounts according to guidelines and procedures. - Facilitate cross-sell of related products with new deposit openings. - Partner with Relationship Managers and all stakeholders to coordinate the set-up and onboarding of Treasury products to include Positive Pay, ACH, and RDC. - Process payments, advances on loans, account maintenance, research on client accounts including maintaining files and clearing exceptions as needed. - Work directly with Centralized Credit on preliminary loan closing requirements such as credit reports, appraisals, environmental reports, OFAC, UCC searches, or other reports as needed. - Work directly with Centralized Doc Operations as it pertains to business banking loan closings to include perfected title, flood determinations, insurance requirements, and other requirements as needed. - Provide direct support on all Government loans such as SBA 7a, 7a Express, 504 loans. - Provide Construction loan and monitoring support needs to include loan document review, facilitate draws, other monitoring as needed, and update any specific construction procedures. - Provide support and facilitate the renewal process to Small Business Banking loans. - Prepare tickets, OTEs, and/or wire transfers as needed. - Prepare pay off quotes and handle releases. - Mentor, coach, and train new and existing Relationship Specialists to create common knowledge and execution of Business Banking customer service procedures. - Perform Quality Assurance checks on new deposit accounts adhering to guidelines and procedures. - Facilitate more complex client servicing needs that may involve multiple partner lines of business. - Perform other duties as assigned. Qualifications - High school diploma or equivalent. - Seven+ years business, retail banking or industry related experience required. - Customer service and Business Loan experience required. Requirements - Working knowledge of CSI or comparable document preparation banking software. - Superior customer service skills. - Excellent computer skills relevant to Microsoft Office Suites. - Excellent written, oral, and interpersonal communication skills. - Detail oriented and quality focused. - Well organized with attention to detail. - Ability to prioritize and manage multiple priorities. - Flexible, able to adapt to change. - Superior time management and problem-solving skills. - Ability to work independently as well as within a team environment. - Excellent problem solving and analytical skills. Benefits - Salary offered will be based on several factors including but not limited to education, work experience, certifications, etc. - This position is also eligible to participate in either an applicable incentive compensation plan for the position or a discretionary profit sharing bonus program. - General information on our comprehensive benefits package can be found by visiting this link . Company Description We are proud to be an Equal Employment Opportunity employer. We maintain a drug-free workplace.

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