Business Banking Relationship Specialist

Job Summary

The Business Banking Relationship Specialist serves as the primary service and support contact for business members, delivering a high-touch, "white-glove" service experience across business deposit accounts, digital banking platforms, and treasury management services. Serving as an ongoing operational point of contact, this role provides proactive relationship support through phone, email, and secure messaging channels, acting as a trusted operational partner for business members utilizing business banking and cash management solutions. The specialist assists business members with configuration queries, software troubleshooting, user administration and password resets and operational assistance for a sophisticated suite of business deposit accounts and cash management tools. This role coordinates closely with the implementation team during business member onboarding to ensure continuous operational care and frontline maintenance support.

This role provides expertise in business banking, business account structures, digital banking platform navigation and functions to support business members. The Business Banking Relationship Specialist ensures timely response and research follow-up to business member issues with account setup and digital banking services. Operating under NCUA regulations, this specialist ensures all technical inquiries are resolved efficiently.

Responsibilities

·         Serve as the primary point of contact for business banking members, providing personalized, high-touch service and ongoing relationship support.

·         Build and maintain positive business member relationships through proactive communication and responsive service.

·         Handle business member inquiries through phone, email, secure messaging, and other communication channels.

·         Deliver a concierge-level service experience focused on responsiveness, ownership, and issue resolution.

·         Assist business members with digital banking platform navigation, functionality, and administration.

·         Support business administrators with user setup, entitlement management, permissions, token administration, password resets, and access maintenance.

·         Educate business members on treasury management features, workflows, and best practices.

·         Ensure smooth transition from implementation to ongoing relationship service.

·         Support annual testing, system upgrades, user acceptance testing (UAT), new product rollouts, implementation activities, and operational readiness efforts for payment products and services.

·         Troubleshoot digital banking, treasury management, and software-related issues.

·         Research and resolve online banking access issues, connectivity concerns, system errors, and user configuration questions.

·         Partner with technology teams, operations, and third-party vendors to resolve complex business member issues.

·         Document service requests, technical issues, and resolutions within appropriate systems.

·         Escalate unresolved issues and track progress through completion.

·         Support business deposit account maintenance requests, including account inquiries, account research, documentation assistance, and profile updates.

·         Assist members with understanding business account structures, ownership types, and account service options.

·         Research account activity, transaction exceptions, and service-related concerns.

·         Support onboarding and servicing requests related to treasury services and business deposit accounts.

·         Coordinate fulfillment and maintenance requests with operations teams to ensure timely completion.

·         Maintain regular communication with business members to provide implementation status updates to completion.

·         Investigate and resolve complex member service issues while maintaining defined service level expectations.

·         Take ownership of member inquiries from initial contact through final resolution.

·         Coordinate cross-functional resolution efforts with Operations, Information Technology, Fraud, Compliance, and Business Banking teams.

Qualifications

·         Investigate and resolve complex member service issues while maintaining defined service level expectations.

·         Take ownership of member inquiries from initial contact through final resolution.

·         Coordinate cross-functional resolution efforts with Operations, Information Technology, Fraud, Compliance, and Business Banking teams.

·         Strong knowledge of business banking products, services, and account structures.

·         Understanding of treasury management services, including Remote Deposit Capture (RDC), ACH Origination, Wire Transfer Services, Positive Pay, Sweeps and Cash Concentration Services, Business Online Banking, Account Reporting and Treasury Management Portals

·         Knowledge of business deposit account opening and maintenance processes.

·         Ability to troubleshoot digital banking and treasury management applications.

·         Strong problem-solving, analytical, and research skills.

·         Excellent verbal, written, and interpersonal communication skills.

·         Demonstrated ability to explain technical processes and system functionality to business members.

·         Strong Customer Service or Call Center experience is required.