Commercial Relationship Associate II

This position supports a portfolio of customers and internal partners. This position gathers information/required documentation for commercial deposit account requests ranging in complexity from Commercial Bankers, Private Bankers, Bell Capital Finance, Commercial Real Estate and/or Treasury Management Sales. This position performs account-opening follow-up with commercial customers, assists customers with day-to-day commercial account concerns, and works with internal partners to complete commercial deposit account maintenance requests. This position will research and problem-solve issues from both internal and external customers to provide customer service as needed.

Primary Duties

Commercial Account Opening & Maintenance

• Assist with normal to complex account opening & maintenance requests from assigned portfolio of Commercial Bankers, Private Bankers, Bell Capital Finance, Commercial Real Estate, Treasury Management Sales, and/or from customers directly.
• Develop and build relationships with assigned portfolio of commercial customers, offering to be an additional point of contact to help navigate through day-to-day concerns, questions, and service needs.
• Develop and maintain a solid understanding of the bank/regulatory processes (BSA/AML) for Bell Bank and execute account openings and maintenances requests within the appropriate guidelines, at the direction of our Compliance, Legal and BSA/AML/Risk Teams.
• Perform follow-up with commercial customers, to ensure high level of satisfaction with their deposit account opening, maintenance, and/or service requests.
• Work with other departments to ensure customer needs are met for additional services, such as Business Online Banking, Credit Accounts, Treasury Management, Sweeps, etc.
• Serve as support for the other CRS team members in all regions, assisting in decision making based on internal policies and procedures.
• Provide mentorship and training opportunities to the Commercial Relationship Support I
• Act as a Subject Matter Expert (SME) to provide the deepest level of understanding and navigation for the entire CRS Team.

Establishing, Monitoring and Maintaining Commercial Deposit Customers

• Set up or maintain customer records on all applicable systems for all new and existing relationships.
• Set up or maintain the relationships as required for the Bank Secrecy Act.
• Set up, maintain and delete task ticklers as required on applicable system for all onboarding/maintenance requirements.
• Ensure that all customer due diligence is imaged and entered where applicable.
• Notify/communicate to Commercial Banking/Treasury Management Sales when customer onboarding/maintenance is complete.
• Collect/process/complete the below documents, making sure they are accurate, timely and executed correctly (if applicable):
  • Business Information Sheet
  • Business Verafin Questionnaire
  • Signature Card
  • Certification of Beneficial Ownership form (CBO)
  • Treasury Services Resolution
  • Deposit Account Control Agreement (DACA)
• Provide outstanding customer service while assisting internal and external commercial customers throughout the onboarding process, as well as service needs post onboarding as needed.
• Provide subject matter expertise relating to commercial deposit account opening functions, customer due diligence, and commercial deposit account functionality.
• Assist with CRS communications, including responding to incoming telephone calls, electronic mail, and voice mail.
• Perform testing of any system updates, releases, or enhancements that will affect the CRS team.
• Partner with leadership to develop, maintain and ensure procedures are current.
• Continually review existing processes, test new processes and continually identify improvements.
• Partner with the appropriate departments to research and resolve questionable matters for clients.
• Provide support and assistance, and other related duties as assigned, in support of the daily functions of the CRS team.
• Participate in internal and external training to maintain knowledge of bank products, regulations, and other appropriate training as required.
• Identifies channels of escalation when and where necessary, maintain good communication with BSA/AML and the Legal Department.

Bell Bank Culture, Policy and Accountability Standards:

• Know by name and face as many customers and employees as possible, calling them by name as often as possible.
• Know and practice LOCBUTN, our Golden Rules, and Bell Bank Customer Service Standards.
• Know, understand, and live the company values and bottom line.
• Conduct activities consistent with established Bell Bank policies, procedures and systems, the Bell Bank Employee Conduct policies, the Bank Secrecy Act and all applicable state and federal laws and regulations.
• All employees are responsible for information security, including compliance with policies and standards which protect sensitive information.
• Prompt and reliable attendance.
• Perform other duties as assigned.

Education, Experience, and Other Expectations

• B.A. in Business Administration, Finance or business-related fields; or equivalent experience.
• 2+ years of commercial banking support, or relationship support experience.
• Commercial Banking documentation experience required.
• Proficiency in banking deposit products and customer service.

Skills and Knowledge

• Excellent analytical, decision-making and effective problem resolution skills.
• Strong verbal and written communication skills.
• Detail-oriented with ability to complete task assignments with minimal supervision.
• Demonstrated ability to manage and multi-task in a high-volume work flow with multiple priorities, interruptions and possible short-term deadlines.
• Ability to be flexible in a dynamic and challenging environment characterized by sometimes changing priorities and react to those changes productively.
• Ability to be team focused, recognizing the goals of everyone around as well as their own, with the ability to share their strengths as well as to rely on the strengths of coworkers.
• Ability to work well in a collaborative, cohesive and cooperative team environment.
• Excellent organizational and time management skills with high attention to detail and accuracy.
• Competent in the use of personal computer systems, internet applications and electronic mail, and various windows-based software applications.