Business Services Specialist

About the Role

Provide high-quality service and technical support for Treasury Management products, including ACH Origination, Wire Transfers, Positive Pay, Remote Deposit Capture System (RDC), and Business Online Banking (BOB). Serve as the primary point of contact for business clients, delivering inbound support and proactive outbound communication. Partner closely with internal departments and branch teams to support frontline bankers, ensure smooth onboarding, resolve technical issues, mitigate risk, and provide an exceptional service experience.

Responsibilities

• Client Service & Phone Support
  • Deliver a best-in-class service experience by providing accurate information and maintaining professionalism while following bank policies and procedures.
  • Handle inbound calls from business clients requiring access and troubleshooting support with Treasury Management services and Business Online Banking.
  • Process Business Online Banking enrollments, profile maintenance, account entitlements, limit changes, and feature setups within established SLAs.
  • Make outbound calls to clients as part of daily follow-up, troubleshooting, training, and maintenance requests.
  • Support frontline bankers, branch staff, and internal departments by assisting with Treasury Management-related inquiries and escalations.
  • Identify and resolve system-related issues and escalate when appropriate.
• ACH, Wire, RDC & Positive Pay Support
  • Onboard and provide technical support, training, and education for clients using ACH Origination, Wire Transfers, RDC, and Positive Pay.
  • Review, monitor, and verify ACH origination limits, daily activity, and exceptions.
  • Assist clients with initiating and approving wire transfers and troubleshooting related errors or questions.
  • Support RDC clients, including scanner setup, deposit troubleshooting, limit monitoring, and training.
  • Process Positive Pay Scrub Exceptions, troubleshoot file upload or format issues, and provide client training and support by phone.
• Risk, Fraud Monitoring & Compliance
  • Review client requests to identify potential fraud risks, unusual activity, or suspicious communication patterns.
  • Execute Know Your Customer (KYC) and due diligence procedures consistently.
  • Report potential fraud or unusual activity and assist in loss prevention efforts.
  • Ensure all Treasury Management activities are completed within risk, policy, and audit guidelines.
• Operational Excellence
  • Maintain service levels for processing client requests, technical escalations, and daily maintenance items.
  • Document client interactions accurately and communicate resolutions clearly.
  • Identify opportunities to enhance processes, improve efficiency, and reduce friction for internal and external users.
  • Recommend feature enhancements, procedure updates, or training opportunities based on client feedback or recurring issues.
• Perform other additional duties as assigned.

Requirements

• 2 years of sales, customer service, or back-end client support experience in a banking environment or equivalent preferred.
• High school diploma or GED required; college degree preferred.
• Strong knowledge of small business deposit, online banking, and Treasury Management products preferred.
• Exceptional interpersonal skills, including the ability to de-escalate difficult client interactions and support employee relations.
• Knowledge of banking regulatory and compliance requirements preferred.
• Excellent listening and presentation skills.
• Ability to lift at least 20 lbs when required.
• Basic proficiency in Microsoft Office or similar systems.
• Strong time management and organizational skills.
• Adequate vision and hearing to interact effectively with clients both in person and over the phone.
• Clear and professional written and verbal communication required.
• Consistently maintains a professional appearance.

Schedule

• 100% on-site at the Fremont Bank Operations Center in Livermore, California.
• Travel may be required within the bank’s footprint.
• May require working weekends.