Purpose: A Commercial Banking Liaison contributes to the overall success of the Bank by providing exceptional customer service, ensuring compliance, and optimizing operational efficiency. The Commercial Banking Liaison provides day-to-day technical support for the Commercial & Business Banking Unit (BBU) Relationship Managers in serving the needs of clients and prospects regarding their loans, deposits, treasury management, wealth management, and all products provided by Five Star Bank. This role partners with leaders across the organization to deliver on customer requests, and drive process improvement, and operational efficiencies. Support should be provided in all aspects of the commercial & BBU process to ensure successful full-service relationships. This role acts as a problem solver, identifying inefficiencies in policies and procedures and driving process improvements to optimize service delivery and operational effectiveness.
Essential Functions:
- Works closely with relationship managers, portfolio managers, and various other bank teams to deliver a seamless client experience. Collaborate with internal teams, including lending, credit services, treasury, operations and consumer banking network to streamline services and expedite client requests.
- Responds to client inquiries regarding transactions, account details, and banking services, ensuring a high level of customer service. Identifying areas of efficiency is desired.
- Identify inefficiencies in existing policies and procedures, recommend enhancements and collaborate with stakeholders to implement solutions that improve operational effectiveness and client satisfaction.
- Develops and maintains strong relationships with clients, by understanding their needs and proactively addressing their banking requirements.
- Assists customers with general banking transactions as needed including but not limited to: processing loan payments, transferring funds, setting up loan payment auto debit, collecting/waiving bank fees, Letter of Credit servicing, performing maintenance on loan and deposit accounts when required.
- Escalates complex or high-risk matters to appropriate associates or management as necessary.
- Works closely with Commercial Deposit Specialists to assist clients in opening, maintaining, and managing commercial accounts.
- Prepares and obtains required forms in the loan closing stages (such as flood determination, CIP Forms, Compliance Checklists, preparing beneficial ownership forms, obtaining insurance certificates, etc.) Works closely with closing counsel to ensure accurate and expeditious loan closings.
- Addresses and resolves client servicing issues related to account discrepancies, transaction errors, or mobile/online related service needs.
- Assists in the remediation of collateral and note documentation exceptions.
- Identifies opportunities to streamline loan servicing processes and improve operational efficiency.
- May participate in the development and implementation of new routines, steps, and processes.
- Maintains accurate and detailed record of client interactions, transaction information, and account changes
- Assists in generating reports for management review
- Assists in the daily overdraft reporting and resolution.
- Acts as a resource for problem identification and resolution, answering questions, providing guidance, troubleshooting and following up with users in resolving problems; may act as a liaison between functions/departments as required to facilitate resolution of issues.
- Demonstrates standards and principles of the Five Star Bank experience in every interaction with internal and external customers, associates, and stakeholders. Incorporate the high-performance behaviors of teamwork, leading by example, and service in every facet of work.
Education and Prior Experience:
Required:
- Education: Bachelor’s Degree in Business, Finance or related field.
- Prior Experience: 1+ years of Banking or Financial Services industry experience
- Licenses or Accreditation: Notary Public or willingness to obtain Notary Public designation.
Skills Required:
- Intermediate level with Microsoft Office applications and the ability to learn new and existing Banking specific software applications.
- Strong written and verbal communication skills with the ability to interact effectively with all levels of management and out service providers.
- Demonstrated problem resolution skills
- Strong organizational skills with the ability to multitask and prioritize meeting assigned deadlines.
- Responds to requests for information in a timely and professional manner
- Ability to meet deadlines and conduct timely follow-up with internal and external parties.
- High level of attention to detail with the ability to follow detailed procedures and ensure accuracy.
Physical Requirements:
- Hybrid schedule (3 days in office, across footprint)
- Ability to work evenings and weekends occasionally based on business needs.
- Able to regularly sit for prolonged periods of time.
- Extensive computer usage is required.
Benefits:
- Medical, Dental, and Vision Insurance
- Health Savings Account
- Flexible Spending Account(s)
- Company Paid Life Insurance, Long-Term Disability, and Short-Term Disability
- Voluntary Offerings: Life, Critical Illness/Specified Disease, Accident, Hospital Indemnity & Personal Accident
- Tuition Reimbursement
- Employee Referral Program
- Wellness Reimbursement Program
- Star Volunteer Program
- Employee Banking and Financial Perks
- Flexible Hybrid Work Schedule
- Paid Time Off (PTO)
- Company Paid Holidays
This job description is not exhaustive. The Commercial Banking Liaison may be required to perform other duties as assigned. The expected rate of pay for this position is shown above. Compensation offers are based on a wide range of factors including relevant skills, training, experience, education and, where applicable, licenses or certifications obtained. Market and organizational factors are also considered. In addition to your base rate of pay and a competitive benefits package, successful candidates may be eligible to receive cash or equity-based incentives based on the role and performance.