Senior Commercial & Business Services Specialist

EverBank•Jacksonville, FL

About The Position

The Senior Commercial & Business Services Specialist is responsible for delivering exceptional customer service and support to Commercial and Specialty Deposit Group Leaders, Relationship Managers and their respective clients and prospects. This role serves as the primary point of contact for targeted commercial and specialty deposit clients with complex bank account structures and servicing requirements, ensuring timely problem resolution and professional servicing. Additionally, the Senior Commercial and Business Services Specialist assists in mentoring and training associates under the supervision of the Manager. This role requires extensive experience in commercial and business banking and the ability to lead projects and process improvements.

Requirements

Previous experience working with commercial clients
Demonstrated excellence in client service and relationship management
Proven problem‑solving and critical‑thinking abilities
Ability to manage multiple priorities in a fast‑paced environment
Experience handling sensitive financial information with discretion and professionalism
Proactive, client‑focused mindset with a commitment to service excellence
Strong understanding of commercial banking operations, including account opening
Working knowledge of regulatory and compliance requirements (KYC, CDD, AML)
Strong written and verbal communication skills

Nice To Haves

Strong understanding of commercial banking products, including specialty accounts, cash management, and treasury services
In‑depth knowledge of regulatory and compliance requirements (KYC, CDD, AML)
Experience supporting commercial, specialty, or corporate clients, including mid‑size to large businesses

Responsibilities

Client Support: Serve as the primary contact for targeted commercial and specialty deposit clients with complex bank account structures and servicing requirements. Assist clients with all routine servicing needs, including account establishment, management, and maintenance requests. Manages the onboarding of high-value and complex business accounts, working closely with relationship managers and clients. Assist in contract and documentation review, as well as account onboarding processes. Oversee the processing of banking applications, ensuring compliance with regulatory and internal standards.
Knowledge & Partnership: Maintain a thorough understanding of the industries, relationships and portfolios supported, ensuring accurate and professional customer service delivery. Actively engage with Commercial and Specialty Deposit Group Leaders, Relationship Managers, and clients to address inquiries, resolve issues, and provide support as needed. Collaborate with Deposit Relationship Managers and Business Partners to ensure timely resolution of issues and support client needs effectively.
Project & Management Support: Acts as Subject Matter Expert on transformational & operational initiatives assisting in User Acceptance Testing (UAT), audit responses, and transformational initiatives. Lead process improvement initiatives, focusing on automation, centralization and streamlining of business banking operations. Mentor and train associates, leveraging subject matter expertise to provide effective coaching and guidance. Assist Management with overseeing the day-to-day operations, including daily report review, and performing quality oversight of completed tasks. Daily production and quality control reviews. Assist Supervisor with overseeing the day-to-day operations, including workflow assignments, daily report review, and performing quality oversight of completed tasks.
Transaction & Account Monitoring: Review commercial and business banking transactions for unusual, suspicious, or high‑risk activity. Identify red flags related to ACH, wire transfers, remote deposit capture, positive pay exceptions, and other treasury services. Conduct timely investigations on alerts generated by fraud‑monitoring systems.
Fraud Prevention & Risk Mitigation: Validate authenticity of requests for account maintenance, payment initiation, and profile changes through approved verification procedures. Apply bank policies, dual‑control standards, and authentication protocols to reduce fraud exposure. Support frontline teams in preventing fraud by providing guidance on best practices and emerging threats. Assist clients with fraud‑prevention tools such as positive pay, dual approval, secure token usage, and multi‑factor authentication.
Client Communication & Education: Communicate promptly with clients to validate suspicious transactions or confirm high‑risk activity. Educate business clients on fraud trends, social engineering tactics, and security expectations. Provide clear instructions for steps required after a suspected fraud incident (e.g., account closure, affidavit completion, system resets).
Investigation & Documentation: Collect and document evidence related to suspected fraud, including transaction history, customer communications, system logs, and verification steps taken. Prepare accurate and complete case files for review by Fraud Operations, Legal, and Compliance. Maintain audit ready documentation that aligns with regulatory and internal risk management standards.
Collaboration With Fraud, Risk & Operations Teams: Partner with Fraud Operations on complex cases requiring deeper analysis or recovery actions. Coordinate with Treasury Management, Commercial Relationship Managers, and Service teams to mitigate customer impact. Communicate findings and trends to leadership to support operational improvements and control enhancements.
Regulatory & Policy Compliance: Follow all applicable BSA/AML, KYC, OFAC, and regulatory requirements during fraud review. Ensure proper identification and verification steps are met before processing requests. Adhere to internal fraud prevention policies, service procedures, and documentation standards.
Reporting & Trend Analysis: Escalate recurring patterns, systemic issues, or new fraud schemes to management. Contribute insights to monthly/quarterly risk meetings and fraud trend reports. Support continuous improvement of fraud detection procedures and frontline controls.
Service Recovery & Client Impact Reduction: Assist in coordinating replacement of compromised accounts, services, and credentials. Support clients through the dispute process and help restore full functionality quickly. Ensure a high-quality experience for commercial and business customers affected by fraud.