Business Support Specialist

Make a Positive Impact

The Business Support Specialist plays a critical role in delivering exceptional service and operational support for business banking products and services. This position acts as a trusted advisor to internal and external customers, ensuring smooth onboarding, accurate product setup, and ongoing assistance.

An excellent Business Support Specialist must have good technical knowledge and be able to communicate effectively to understand problems and explain their solution. They must be resourceful and efficient in accomplishing tasks and meeting customer's needs.

The Business Support Specialist are responsible for supporting the following products (but not limited to): Merchant Services, Commercial and Consumer Credit Cards, ACH, Wire Transfer Services, Remote Deposit Capture, Business Online Banking, Positive Pay & Smart Pay.

Responsibilities in Accordance with Our Corporate Values

Professionalism

• Serve as the primary point of contact for business customers, providing prompt and professional assistance via phone, email, and digital channels.
• Troubleshoot and resolve customer issues efficiently, escalating complex matters when necessary.
• Collaborate with internal teams to ensure seamless service delivery across all touchpoints.

Accountability

• Facilitate onboarding for business products such as ACH & Wires, Digital Banking, Positive Pay, Credit Cards, Merchant Services, RDC, and SmartPay Suite.
• Complete accurate and timely setup of new business products.
• Conduct follow-up training and support to ensure customer satisfaction post-onboarding.

Initiative

• Assist customers with compliance and audit requirements.
• Respond promptly to fraud or compromised account situations, prioritizing customer protection.
• Maintain confidentiality and adhere to regulatory standards.
• Act as a resource for frontline staff and internal teams seeking product knowledge and support.

Adaptability

• Serve as a subject matter expert on business service products.
• Document customer interactions, issues, and resolutions in the CRM system.
• Maintain accuracy and professionalism in a high-volume, time-sensitive environment.

What You Can Expect

• Competitive pay and benefits package - with variable compensation program based on team performance
• 401(k) with generous employer match
• Helpful, qualified, and available leadership
• A caring, stable work environment

Qualifications

• Strong communication and active listening skills.
• Ability to manage multiple priorities under tight deadlines.
• Technical aptitude for troubleshooting and product support.
• Commitment to continuous learning and professional development.
• High degree of professionalism and confidentiality.

Physical Requirements

• Must be able to remain in a stationary position for long durations (e.g., 6-8 hours with breaks). 
• Occasionally required to stand or walk short distances.
• Manual dexterity for using keyboard, mouse and telephone system. 
• Visual acuity to read computer screens and written documents. 
• Occasionally lifting office supplies, files and small packages (typically up to 10-25 lbs.)
• Ability to hear and understand spoken communication, including customer (internal and external) inquiries and phone conversations. 
• Ability to speak clearly and be understood in person and over the phone.