Senior Commercial & Business Services Specialist

EverBank•Jacksonville, FL

About The Position

The Senior Commercial & Business Services Specialist delivers customer service and 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 needs, providing timely problem resolution and professional service. It also supports mentoring and training associates under management supervision and requires extensive commercial and business banking experience, including the ability to lead projects and process improvements. The specialist supports client onboarding and ongoing account servicing, reviews applications and documentation, and works with internal partners to resolve client issues. The role contributes as a subject matter expert to operational and transformational initiatives, assists with daily operational oversight and quality control, and mentors associates. The role also monitors commercial and business banking transactions for suspicious or high-risk activity; investigates fraud-monitoring alerts; validates requests using approved verification procedures; and helps clients use fraud-prevention tools. It documents suspected fraud, prepares case files, collaborates with Fraud Operations and other teams, follows applicable regulatory and internal policies, reports trends, and assists clients with recovery and restoration of services after fraud incidents.

Requirements

At least 3 years of experience in 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 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 with professionalism and discretion.
Proactive, client-focused approach and commitment to service excellence.
Working knowledge of applicable 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

Five or more years of relevant 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 cross-functional teams, including Relationship Managers, Treasury Management, Operations, and Credit partners.
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 requests.
Manage onboarding of high-value and complex business accounts in coordination with Relationship Managers and clients.
Assist with contract and documentation review and account onboarding; oversee banking application processing for compliance with regulatory and internal standards.
Maintain knowledge of supported industries, relationships, and portfolios, and engage with group leaders, Relationship Managers, clients, and business partners to resolve issues and address inquiries.
Act as a subject matter expert on transformational and operational initiatives, including User Acceptance Testing (UAT) and audit responses.
Lead process-improvement initiatives focused on automation, centralization, and streamlining business banking operations.
Mentor and train associates, providing coaching and guidance based on subject matter expertise.
Assist management and supervisors with day-to-day operations, workflow assignments, daily report reviews, and quality oversight of completed tasks.
Conduct daily production and quality-control reviews.
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.
Guide frontline teams on fraud-prevention best practices and emerging threats, and assist clients with positive pay, dual approval, secure tokens, and multifactor 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, and 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 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.
Communicate findings and trends to leadership and escalate recurring patterns, systemic issues, or new fraud schemes.
Follow applicable BSA/AML, KYC, OFAC, regulatory, internal fraud-prevention, service, and documentation requirements; ensure identification and verification steps are completed before processing requests.
Contribute insights to monthly or quarterly 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 help restore functionality after fraud incidents.