Service Specialist - Utah

JOB SUMMARY

The Service Specialist is a client-facing servicing role responsible for supporting National Title Solutions clients with timely, accurate and solutions-oriented service. This role serves as a primary contact for client inquiries, account-opening coordination, account maintenance, treasury management support, research requests, issue resolution and follow-through on time-sensitive title, escrow, settlement and commercial banking needs. When a client need is presented, the Service Specialist may also open personal and business accounts in accordance with Bank policies, procedures and documentation requirements.

The Service Specialist partners closely with Relationship Managers, Operations, Treasury Management, Deposit Operations, Client Services, Compliance, BSA/AML, Fraud, Legal and other internal teams to deliver a responsive, controlled and high-touch client experience while protecting confidential client, account and transaction information.

• Serve as a primary service contact for National Title Solutions clients, responding to email and phone inquiries in a timely, professional and solutions-oriented manner.
• Manage a high volume of client requests while maintaining accuracy, organization, appropriate prioritization and consistent follow-through from initial receipt through final resolution.
• Support the opening and implementation of commercial operating, escrow, settlement, trust, interest-bearing and other specialized deposit accounts.
• Open personal and business accounts when a client need is presented, ensuring account recommendations, documentation, disclosures, approvals and system setup are completed in accordance with Bank requirements.
• Collect, review and coordinate required account-opening documentation, confirming that information is complete before submission to the appropriate internal teams.
• Process or coordinate account maintenance requests, including signer changes, account title or ownership updates, address and contact changes, tax identification and organizational-document updates, account closures, statement-delivery changes, interest-rate and earnings-credit adjustments, account linking, online-banking access, stop payments and check orders.
• Accurately perform and record service transactions, including deposits, withdrawals, check cashing, account maintenance, cashier's checks, safe deposit box transactions, ATM and night depository processing, and other routine branch activities.
• Maintain operational soundness by verifying client information, examining checks for endorsements, placing holds as appropriate, balancing cash drawers, currency, coin, checks, ATM and night depository transactions, and following all required controls.
• Assist clients with treasury management products and services, including online banking, ACH, wire transfers, remote deposit capture, account reporting, positive pay, fraud-prevention tools, user access, entitlements and login issues.
• Coordinate treasury management implementations, maintenance requests, product changes and service troubleshooting with the appropriate internal partners.
• Research and help resolve account-related issues, including overdrafts, returned items, rejected transactions, posting discrepancies, fees, interest calculations, missing deposits, statement questions and transaction-status inquiries.
• Assist with wire, ACH, check and deposit research, escalating urgent or higher-risk matters to the appropriate operations, treasury management, fraud, compliance or relationship-management teams.
• Prepare and deliver requested account information and reports, including statements, transaction histories, balance reports, interest reports, account analyses, audit confirmations and other client-specific reporting.
• Monitor open service requests through resolution, providing proactive status updates and clearly communicating expected completion times.
• Track requests, outstanding documentation, approvals, follow-up items and completed work using the Bank's designated systems and procedures.
• Partner closely with Relationship Managers, Relationship Associates, the Operations Manager, Treasury Management, Deposit Operations, Client Services, Compliance, BSA/AML, Fraud, Legal and other internal departments to support client needs.
• Recognize time-sensitive matters, particularly those involving real estate closings, escrow or settlement funds, wires, fraud concerns and account access, and elevate them promptly.
• Identify recurring client…