Business Banking Specialist

The Business Banking Specialist serves as a key resource for business customers, delivering expert assistance with digital banking services, business deposit products, and treasury management solutions. This role provides direct support to clients and internal staff, ensuring a high level of customer service, technical expertise, and operational compliance.

Hours: Monday - Friday 8:15am-5pm

40 hours/week

Essential Duties and Responsibilities:

• Serve as the primary point of contact for business customers, understanding their financial needs and providing tailored banking solutions.
• Assist customers with business deposit products, digital banking platforms, and treasury management services.
• Respond to customer and internal inquiries via email, Digital Banking and phone regarding Digital Banking products (e.g., password resets, upgrades, system issues, functionality questions).
• Provide administrative and technical support for digital platforms including Banno, Bill Pay, Cash Management, Remote Deposit Capture (RDC), and Zelle.
• Place support calls to vendors when necessary for issue resolution related to Digital Banking products.
• Use CRM systems to log, track, and resolve customer issues in a timely and professional manner.
• Maintain strict confidentiality, especially regarding user credentials and sensitive customer information.
• Authorize setup for mobile wallet services (Apple Pay, Google Pay, Samsung Pay).
• Set up users and permissions for Cash Management and RDC services.
• Travel to customer locations to provide training and support for Cash Management and RDC services, including troubleshooting and hardware replacement.
• Open and maintain business accounts in accordance with BSA and internal compliance requirements.
• Scan, verify, and upload relevant documents to Synergy (document management system).
• Complete scheduled ACH, RDC, and Wire Risk Audits, ensuring documentation is completed and stored correctly.
• Participate in business services sales efforts and refer customers to appropriate departments for lending, merchant services, or wealth management.
• Support customer onboarding, including account setup, document collection, and compliance checks.
• Maintain up-to-date knowledge of business banking products, digital services, and compliance requirements.
• Conduct outbound customer outreach and assist with business development activities.
• Assist in maintaining and updating Digital Banking procedures and documentation for all Digital Banking products and services.
• Collaborate with internal staff to complete projects
• Create, review, and analyze department reports on a daily, weekly, monthly, or annual basis as required.
• Proactively identify complex customer needs and work closely with Relationship Managers to develop and deliver high-quality banking solutions.
• Serve as a mentor and knowledge resource for internal staff and assist with training new staff.

Requirements:

• High School Diploma or equivalent required.
• Associate or Bachelor’s degree in Business, Finance, or related field preferred.
• 1-2 years of experience in retail or business banking, customer service, or a related financial services role.
• 5+ years of experience in business banking, treasury management, or digital banking services with demonstrated leadership or mentoring experience
• Strong customer service orientation with excellent verbal and written communication skills.
• Proficiency in using banking systems, CRM tools, digital banking platforms, and Microsoft Office Suite.
• Strong analytical and problem-solving abilities.
• Ability to work independently and manage time efficiently across multiple priorities.
• Understanding of regulatory and compliance requirements in business banking (e.g., BSA/AML).
• Willingness to travel locally for customer site visits and support.
• Ab…