Commercial Operations Specialist

The Commercial Operations Specialist supports commercial customers throughout the deposit relationship lifecycle, from initial onboarding and implementation through ongoing account servicing. This role owns assigned requests from intake through completion, communicates directly with customers and internal partners, and coordinates the documentation, account setup, product fulfillment, digital access, and servicing activities needed to deliver an accurate and consistent customer experience. The position is cross-trained across onboarding and servicing functions and assists with digital banking support as assigned.

Essential Duties & Responsibilities:

Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

• Manage assigned commercial account opening requests from initial intake through account activation and completion of related services.
• Communicate directly with customers and relationship teams regarding account opening requirements, documentation needs, request status, open items, and next steps.
• Collect and review business entity documents, account opening information, CIP information, beneficial ownership information, signer information, tax documentation, and related records for completeness and consistency.
• Prepare and process commercial deposit account opening documentation in accordance with approved procedures, documentation standards, and internal controls.
• Coordinate non-Treasury implementation activities, including debit cards, checks, online banking access, account transfers, and other approved deposit services.
• Coordinate introductions and handoffs to Treasury Management when Treasury products or services are requested.
• Complete customer follow-up after onboarding to confirm access, product delivery, service activation, and resolution of remaining items.
• Process commercial account servicing requests, including account maintenance, signer changes, ownership or entity updates, address changes, account closures, transfer requests, stop payments, research requests, and other approved maintenance.
• Research and resolve customer questions and operational issues, maintaining ownership until the request is completed or formally accepted by another department.
• Assist customers with business online banking access, user maintenance, password resets, and routine digital banking questions within assigned authority.
• Monitor assigned work queues, email requests, tickets, pending documentation, exceptions, and follow-up items to support established service expectations.
• Maintain accurate customer records, request notes, supporting documents, and evidence of completed work.
• Identify and escalate documentation concerns, policy exceptions, suspected fraud, risk concerns, system issues, and requests requiring specialized review.
• Collaborate with Retail Banking, Treasury Management, Lending, Deposit Operations, Compliance, BSA, Fraud, and other internal partners to resolve requests and support consistent handoffs.
• Support department procedures, job aids, training, cross-training, testing, process improvements, and special projects.
• Perform all other duties as assigned.

Supervisory Responsibility:

This is not a supervisory role. The position may provide peer support, cross-training, and procedural guidance within the scope of assigned responsibilities.

Job Type:

This is a full-time position. Typical work hours are Monday through Friday, 8:00am to 5:00pm.

Travel:

Occasional local travel may be expected for this position. A current driver's license, insurance, and reliable vehicle may be required for travel to other company locations for training, meetings, or team support. Mileage will be reimbursed according to company policy and current IRS guidelines.

Working Conditions & Physical Requirements:

This position operates in a professional office environment. This position requires regular sitting, walking, standing, reading, seeing (including color, peripheral vision, depth perception, and adjusted focus), speaking, hearing, listening, organizing, interpreting data and information, operating office equipment, typing using a computer keyboard and mouse, viewing a computer screen monitor, and use of a telephone. The working environment consists of an indoor and climate-controlled setting most of the time.

Education, Experience & Other Qualifications:

• High school diploma or equivalent required; associate's or bachelor's degree preferred.
• One or more years of banking, deposit operations, commercial account opening, account servicing, digital banking support, treasury support, or related financial services experience preferred.
• Working knowledge of business entity documentation, CIP, beneficial ownership, commercial deposit products, account maintenance, and operational controls preferred.
• Strong customer service, communication, organization, problem-solving, and attention-to-detail skills.
• Ability to manage multiple requests, meet deadlines, follow procedures, and work effectively across departments.
• Ability to learn and use banking systems, workflow or ticketing tools, digital banking platforms, and Microsoft Office applications.

Core Knowledge, Skills, & Abilities:

Customer Ownership & Service - Owns assigned requests from intake through completion, communicates clear next steps, and provides timely, professional support to customers and internal partners.

Account Opening & Servicing Knowledge - Applies commercial account opening, documentation, implementation, and maintenance requirements accurately and consistently.

Risk Awareness & Escalation - Recognizes incomplete or inconsistent information, follows established controls, and escalates exceptions or risk concerns appropriately.

Organization & Follow-Through - Manages queues, documentation, open items, follow-ups, and competing priorities without losing ownership of the request.

Collaboration & Communication - Works effectively across Commercial Banking, Treasury Management, Retail Banking, Deposit Operations, Compliance, BSA, Fraud, and other support areas.