Service Specialist - Utah

BankUnited, Inc.•Lehi, UT

About The Position

The Service Specialist is a client-facing servicing role responsible for supporting National Title Solutions clients with timely, accurate and solutions-oriented service. This role serves as a primary contact for client inquiries, account-opening coordination, account maintenance, treasury management support, research requests, issue resolution and follow-through on time-sensitive title, escrow, settlement and commercial banking needs. When a client need is presented, the Service Specialist may also open personal and business accounts in accordance with Bank policies, procedures and documentation requirements. The Service Specialist partners closely with Relationship Managers, Operations, Treasury Management, Deposit Operations, Client Services, Compliance, BSA/AML, Fraud, Legal and other internal teams to deliver a responsive, controlled and high-touch client experience while protecting confidential client, account and transaction information.

Requirements

HS Diploma or GED required
Minimum of 1-2 years of branch banking, cash handling, platform, or related financial services experience preferred.
Demonstrated client service, account maintenance, treasury management support, issue resolution, risk management and operational follow-through experience preferred.
Strong client-first mindset with a commitment to personalized, high-touch service for National Title Solutions clients.
Ability to manage requests from initial receipt through final resolution with ownership, urgency, accuracy and consistent follow-through.
Working knowledge of commercial deposit account structures, escrow, settlement, trust, interest-bearing and other specialized account types.
Working knowledge of account-opening documentation, account maintenance requirements, client verification standards, documentation controls and internal approval processes.
Familiarity with treasury management products and services, including online banking, ACH, wires, remote deposit capture, positive pay, reporting, user access and entitlements.
Strong research and problem-solving skills with the ability to resolve or coordinate resolution of account issues, transaction inquiries, fee questions, statement matters and client service concerns.
Clear, proactive and professional communication skills with clients, Relationship Managers, Operations, Treasury Management, Deposit Operations, Client Services, Compliance, BSA/AML, Fraud, Legal and other partners.
Ability to recognize time-sensitive, confidential or higher-risk matters and escalate appropriately in accordance with Bank procedures.
Strong organizational skills with the ability to prioritize high-volume requests, track documentation, monitor open items, document activity and communicate expected completion times.
Ability to use Bank systems, digital tools, Microsoft Word, Excel, Outlook and other business applications to complete requests, document work, prepare reports and support client needs.

Responsibilities

Serve as a primary service contact for National Title Solutions clients, responding to email and phone inquiries in a timely, professional and solutions-oriented manner.
Manage a high volume of client requests while maintaining accuracy, organization, appropriate prioritization and consistent follow-through from initial receipt through final resolution.
Support the opening and implementation of commercial operating, escrow, settlement, trust, interest-bearing and other specialized deposit accounts.
Open personal and business accounts when a client need is presented, ensuring account recommendations, documentation, disclosures, approvals and system setup are completed in accordance with Bank requirements.
Collect, review and coordinate required account-opening documentation, confirming that information is complete before submission to the appropriate internal teams.
Process or coordinate account maintenance requests, including signer changes, account title or ownership updates, address and contact changes, tax identification and organizational-document updates, account closures, statement-delivery changes, interest-rate and earnings-credit adjustments, account linking, online-banking access, stop payments and check orders.
Accurately perform and record service transactions, including deposits, withdrawals, check cashing, account maintenance, cashier's checks, safe deposit box transactions, ATM and night depository processing, and other routine branch activities.
Maintain operational soundness by verifying client information, examining checks for endorsements, placing holds as appropriate, balancing cash drawers, currency, coin, checks, ATM and night depository transactions, and following all required controls.
Assist clients with treasury management products and services, including online banking, ACH, wire transfers, remote deposit capture, account reporting, positive pay, fraud-prevention tools, user access, entitlements and login issues.
Coordinate treasury management implementations, maintenance requests, product changes and service troubleshooting with the appropriate internal partners.
Research and help resolve account-related issues, including overdrafts, returned items, rejected transactions, posting discrepancies, fees, interest calculations, missing deposits, statement questions and transaction-status inquiries.
Assist with wire, ACH, check and deposit research, escalating urgent or higher-risk matters to the appropriate operations, treasury management, fraud, compliance or relationship-management teams.
Prepare and deliver requested account information and reports, including statements, transaction histories, balance reports, interest reports, account analyses, audit confirmations and other client-specific reporting.
Monitor open service requests through resolution, providing proactive status updates and clearly communicating expected completion times.
Track requests, outstanding documentation, approvals, follow-up items and completed work using the Bank's designated systems and procedures.
Partner closely with Relationship Managers, Relationship Associates, the Operations Manager, Treasury Management, Deposit Operations, Client Services, Compliance, BSA/AML, Fraud, Legal and other internal departments to support client needs.
Recognize time-sensitive matters, particularly those involving real estate closings, escrow or settlement funds, wires, fraud concerns and account access, and escalate them promptly.
Identify recurring client issues, service gaps and process inefficiencies, and recommend improvements that enhance client experience and operational effectiveness.
Maintain a working knowledge of National Title Solutions products, account structures, service capabilities, treasury management solutions and applicable title and escrow banking requirements.
Complete assigned work accurately and on time, use available tools to manage daily tasks, and maintain strong knowledge of products, policies, procedures, systems and regulations related to the role.
Follow all Bank policies, operating procedures, documentation standards, approval requirements, confidentiality requirements and applicable banking regulations.
Protect confidential client, account and transaction information and apply appropriate verification and security procedures before releasing information or processing requests.
Identify unusual or potentially suspicious account activity and promptly escalate concerns in accordance with Bank procedures.
Provide backup coverage for other members of the National Title Solutions support and operations teams as needed.
Support branch operations and leadership needs by cross-training on platform and service line activities, assisting clients whenever possible, ordering or counting cash when assigned, and assisting other branch team members and partners when needed.
Participate in client onboarding calls, internal meetings, training sessions, process reviews and departmental initiatives.
Build trusted client relationships by demonstrating professionalism, responsiveness, accountability, sound judgment and a genuine commitment to service excellence.
Perform other duties and special projects as assigned by the Operations Manager.
Adheres to and complies with applicable, federal and state laws, regulations and guidance, including those related to anti-money laundering (i.e. Bank Secrecy Act, US PATRIOT Act, etc.).
Adheres to Bank policies and procedures and completes required training.
Identifies and reports suspicious activity.