Senior Commercial & Business Services Specialist

EverBank•Irvine, CA

About The Position

The Senior Commercial & Business Services Specialist delivers customer service and operational support to Commercial and Specialty Deposit Group Leaders, Relationship Managers, and their clients and prospects. The role is the primary contact for targeted commercial and specialty deposit clients with complex account structures and servicing requirements, and supports timely problem resolution and professional servicing. It also helps mentor and train associates under the Manager’s supervision and requires experience in commercial and business banking, along with the ability to lead projects and process improvements. The specialist supports commercial clients throughout account establishment, onboarding, management, maintenance, and servicing. The role reviews contracts and documentation, oversees banking applications for compliance with regulatory and internal standards, and partners with Relationship Managers and business partners to resolve client issues. The role serves as a subject matter expert on operational and transformational initiatives, including user acceptance testing, audit responses, and process improvements. It supports day-to-day operations through workflow and report reviews, quality oversight, and mentoring. It also monitors transactions for potential fraud, investigates alerts, validates requests using approved controls, educates clients about fraud prevention, and documents investigations for review by Fraud Operations, Legal, and Compliance. The specialist follows applicable BSA/AML, KYC, OFAC, regulatory, and internal requirements. The role escalates emerging fraud patterns, contributes to trend reporting and control improvements, and helps clients recover from suspected fraud, including coordinating account, service, or credential replacement and supporting the dispute process.

Requirements

At least 3 years of experience with complex commercial structures, CRE deposits, title and escrow, property management, HOA, or 1031 exchange retention escrow.
Previous experience supporting commercial banking clients and business account relationships.
Solid understanding of commercial banking operations, including client onboarding, account opening, maintenance, and ongoing servicing.
Strong understanding of commercial banking products and services, including specialty accounts, cash management solutions, treasury management services, and commercial lending products.
Demonstrated ability to deliver exceptional client service and build lasting relationships.
Strong problem-solving, analytical, and critical-thinking skills, with sound decision-making ability.
Ability to manage multiple priorities and meet deadlines in a fast-paced environment.
Experience handling confidential and sensitive financial information professionally and discreetly.
Proactive, client-focused approach and commitment to service excellence.
Working knowledge of banking regulations and compliance requirements, including KYC, CDD, and AML procedures.
Excellent written and verbal communication skills for communicating with clients and internal stakeholders.
At least 3 years of role-specific work experience.

Nice To Haves

Advanced knowledge of banking regulations and compliance requirements, including KYC, CDD, and AML practices.
Experience supporting commercial, specialty, corporate, or middle-market clients, including mid-size to large businesses with complex banking needs.
Ability to identify opportunities to deepen client relationships through consultative conversations and tailored banking solutions.
Demonstrated ability to collaborate effectively with Relationship Managers, Treasury Management, Operations, and Credit partners.
At least 5 years of role-specific work experience.
University degree preferred.

Responsibilities

Serve as the primary contact for targeted commercial and specialty deposit clients with complex account structures and servicing requirements.
Assist clients with routine servicing, including account establishment, management, and maintenance.
Manage onboarding for high-value and complex business accounts in partnership with Relationship Managers and clients.
Review contracts and documentation and support account onboarding.
Oversee banking applications to ensure compliance with regulatory and internal standards.
Maintain knowledge of supported industries, relationships, and portfolios to provide accurate, professional service.
Engage with Commercial and Specialty Deposit Group Leaders, Relationship Managers, and clients to address inquiries, resolve issues, and provide support.
Collaborate with Deposit Relationship Managers and business partners to resolve issues and support client needs.
Serve as a subject matter expert on operational and transformational initiatives, including user acceptance testing and audit responses.
Lead process improvements focused on automation, centralization, and streamlining business banking operations.
Mentor and train associates by providing coaching and guidance.
Assist management and supervisors with day-to-day operations, workflow assignments, daily report reviews, and quality oversight.
Review commercial and business banking transactions for unusual, suspicious, or high-risk activity, including ACH, wire transfers, remote deposit capture, positive pay exceptions, and other treasury services.
Investigate alerts generated by fraud-monitoring systems in a timely manner.
Validate account maintenance, payment initiation, and profile-change requests using approved verification procedures.
Apply bank policies, dual-control standards, and authentication protocols to reduce fraud exposure.
Guide frontline teams on fraud-prevention practices and emerging threats.
Help clients use fraud-prevention tools, including positive pay, dual approval, secure tokens, and multi-factor authentication.
Contact clients to validate suspicious transactions or confirm high-risk activity, and educate them about fraud trends, social engineering, and security expectations.
Explain steps clients may need to take after suspected fraud, such as account closure, affidavit completion, or system resets.
Collect and document evidence related to suspected fraud and prepare complete case files for Fraud Operations, Legal, and Compliance review.
Maintain audit-ready documentation aligned with regulatory and internal risk-management standards.
Partner with Fraud Operations on complex cases and coordinate with Treasury Management, Commercial Relationship Managers, and Service teams to mitigate customer impact.
Communicate findings and trends to leadership and escalate recurring patterns, systemic issues, and new fraud schemes.
Follow BSA/AML, KYC, OFAC, regulatory, internal fraud-prevention, service, and documentation requirements.
Contribute insights to risk meetings and fraud trend reports and support improvements to fraud detection procedures and frontline controls.
Coordinate replacement of compromised accounts, services, and credentials; support clients through disputes and restoration of service.