Commercial Support Specialist III

Job Description

Provide administrative support for the Commercial banking team within the region to ensure a consistent level of customer service for banking clients. Develop client relationships, acting as a resource for commercial customers, to open accounts as needed, provide information about bank products and services, and assist with loan documentation. Follow compliance guidelines for Business accounts to minimize risk. Serve as a liaison between Commercial banking customers, Loan Operations and other areas of the bank, as needed.

• 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.
• Follow guidelines for opening and maintaining Business accounts, and ensure that the proper documents are completed/gathered (such as the Certificate of Beneficial Ownership, articles of incorporation, etc.) and compile other documentation that may be required.
• Advise customers of products and services, and assist bankers in providing superior customer service.
• Has 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 deterrence 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 clients with the proper procedures and documentation needed to wire funds.
• 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. Maintain and work various reports as needed.
• 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. Along with Commercial team, recommend helpful services/solutions to customers when appropriate.
• Assist Commercial banking team with collection and tracking of customer financial statements.
• Assist Commercial banking team with the collection and clearing of document exceptions, as well as assist with collection of past due loan payments and various customer deliverables.

• High school diploma or equivalent required, Bachelor’s degree preferred
• Must have prior work experience related to Commercial loans

• 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 Power Point

• 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 during and after business hours

The above statements are intended to describe the general nature and level of work being performed by the incumbent assigned to this classification. They are not intended to be construed as an exhaustive list of all responsibilities, duties, and/or skills required of all personnel so classified.