Business Banking Customer Advocate - Any Location

Business Banking Customer Advocate JOB SUMMARY:

This role is responsible for supporting multiple business functions including but not limited to underwriting support, customer onboarding, customer support, sales support, and basic technical support. This position requires a highly adaptable, customer-focused professional who can effectively balance analytical, operational, service, and technical responsibilities while maintaining accuracy, professionalism, and a strong sense of ownership. The individual serves as a key resource for customers and internal teams, helping ensure a seamless experience throughout the customer lifecycle.

Business Banking Customer Advocate ESSENTIAL FUNCTIONS (RESPONSIBILITIES):

• Reviews applications, supporting documentation, financial information, eligibility requirements, and risk indicators to provide accurate underwriting support and recommendations.
• Coordinates customer onboarding activities including account setup, documentation collection, implementation support, product education, training, and adoption assistance.
• Provides exceptional customer service by responding to customer inquiries, resolving issues, and maintaining ownership of customer requests through completion.
• Supports sales teams by assisting with customer inquiries, account information, proposals, documentation requests, follow-up activities, and implementation handoffs.
• Troubleshoots basic technical issues including system access concerns, portal navigation questions, software functionality, and user-experience challenges while escalating complex issues appropriately.
• Creates, maintains, and updates process documentation, standard operating procedures, workflow guides, job aids, training materials, and knowledge base articles.
• Documents customer interactions, workflow activities, operational processes, and support resolutions accurately and consistently.
• Maintains compliance with company policies, service level expectations, regulatory requirements, confidentiality standards, and established operational procedures.
• Identifies process improvement opportunities, recommends practical solutions, and assists with implementation of operational enhancements.
• Exercises awareness with regard to possible suspicious activity, money laundering or fraudulent behavior and reports any such incidents to the BSA department. Performs all job functions in compliance with all company policies and federal, state, and local laws and regulations as applicable to the position, including, but not limited to BSA/AML, OFAC and GLBA/privacy rules.
• Performs related responsibilities as required or assigned.