Job Summary:

The Specialty Account Services Specialist is responsible for end to end servicing of specialty deposit clients within the retail banking division. This role focuses on account opening, account maintenance, and retail transaction support (e.g., cashier’s checks, internal transfers) while ensuring an exceptional client experience, adherence to regulatory requirements, and operational excellence. The Specialist partners closely with Specialty Deposits Relationship Managers, Compliance, Treasury/Operations, and branch teams to deliver timely, accurate, and secure service. 

Primary Responsibilities:

The duties listed below are some of the duties that may be assigned and may not include all responsibilities that the person in this role may be asked to perform. Incumbent may be required to perform other related duties as assigned.

Account Opening & Onboarding 

•    Facilitate new account setup for specialty deposit clients (business, fiduciary, escrow, IOLTAs/IOREBAs, associations, nonprofits, etc.) following bank policy and regulatory requirements. 

•    Conduct CIP/KYC procedures, beneficial ownership verification, OFAC screening, and due diligence for complex entities. 

•    Coordinate onboarding documentation, signature capture, product selection, and digital banking enrollment. 

Account Maintenance & Servicing 

•    Process account changes (signers, addresses, product features, rate/fee updates, stop payments, reissue cards/checks) in accordance with SOPs. 

•    Manage internal transfers, cashier’s check issuance, ACH authorization updates, and wire input with appropriate approvals. 

•    Research and resolve client inquiries, transaction exceptions, and service tickets within SLA. 

Retail & Transactional Support 

•    Prepare and issue cashier’s checks; execute internal account-to-account transfers; assist with deposit corrections. 

•    Support branch partners on specialty account workflows, documentation requirements, and escalations. 

•    Monitor daily queues for maintenance, fraud alerts, and operational exceptions, escalating as needed. 

Compliance, Risk & Controls 

•    Maintain strict adherence to BSA/AML, Reg CC, Reg E, UDAAP, and privacy standards; follow dual-control and audit procedures. 

•    Ensure accurate recordkeeping, retention, and secure handling of client information. 

•    Identify and mitigate risks; proactively recommend process improvements. 

Client Experience & Collaboration 

•    Deliver high-quality, responsive service and maintain strong internal relationships. 

•    Coordinate with Specialty Relationship Managers, Operations, Client Managers, and Compliance to ensure seamless service delivery. 

•    Contribute to knowledge base updates and cross-train peers on specialty deposit workflows. 

Process & Continuous Improvement 

•    Observe trends and recommend changes to improve efficiency, accuracy, and client satisfaction. 

•    Participate in user testing for system changes or product launches impacting specialty deposit accounts. 

•    Support training, SOP updates, and internal communications related to specialty servicing. 

Supervisory Responsibilities

•    N/A