Senior Commercial & Business Services Specialist

EverBank•Jacksonville, FL

About The Position

The Senior Commercial & Business Services Specialist provides customer service and operational support to Commercial and Specialty Deposit Group Leaders, Relationship Managers, and their clients and prospects. The role is the primary point of contact for selected commercial and specialty deposit clients with complex account structures and servicing requirements, supporting timely problem resolution and professional service. It also assists with mentoring and training associates under management supervision and requires experience in commercial and business banking, along with the ability to lead projects and process improvements. The position supports client onboarding and account servicing, transaction monitoring and fraud prevention, investigations and documentation, regulatory compliance, risk reporting, and service recovery. It partners with Relationship Managers, Treasury Management, Fraud Operations, and other internal teams to resolve issues, mitigate client impact, and improve operational controls and processes.

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 account onboarding, 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 the ability to make sound decisions.
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.

Nice To Haves

University degree preferred.
At least 5 years of role-specific work experience preferred.
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.

Responsibilities

Serve as the primary contact for targeted commercial and specialty deposit clients with complex account structures and servicing requirements.
Handle routine client servicing needs, including account establishment, management, and maintenance.
Manage onboarding for high-value and complex business accounts in coordination with clients and Relationship Managers.
Assist with contract and documentation review, account onboarding, and processing banking applications in accordance with regulatory and internal standards.
Maintain knowledge of supported industries, relationships, and portfolios, and collaborate with group leaders, Relationship Managers, clients, and business partners to address inquiries and resolve issues.
Act as a subject matter expert on operational and transformational initiatives, including User Acceptance Testing, audit responses, and related projects.
Lead process improvements focused on automation, centralization, and streamlining business banking operations.
Mentor and train associates and provide coaching and guidance.
Assist management and supervisors with daily operations, workflow assignments, report reviews, and quality oversight of completed tasks.
Review commercial and business banking transactions for unusual, suspicious, or high-risk activity, including activity involving 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, and authentication protocols.
Guide frontline teams on fraud-prevention practices and emerging threats, and help clients use tools such as positive pay, dual approval, secure tokens, and multi-factor authentication.
Contact clients to validate suspicious transactions or confirm high-risk activity, educate them about fraud trends and security expectations, and explain steps following suspected fraud.
Collect and document evidence for suspected fraud cases and prepare complete case files for Fraud Operations, Legal, and Compliance review.
Maintain audit-ready documentation consistent 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 client impact.
Follow applicable BSA/AML, KYC, OFAC, and other regulatory requirements, along with internal fraud prevention policies and documentation standards.
Escalate recurring patterns, systemic issues, and new fraud schemes; contribute to risk meetings and fraud trend reports and support improvements to fraud detection and frontline controls.
Coordinate replacement of compromised accounts, services, and credentials; support clients through disputes and help restore service functionality.
Communicate findings and trends to leadership to support operational improvements and control enhancements.