Commercial & Business Services Specialist

About the Role

The 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 acts as the primary point of contact for targeted commercial, business, and specialty deposit clients with complex bank account structures and servicing requirements, playing a pivotal role in maintaining and enhancing commercial and business banking relationships. The position includes advanced account onboarding, application processing, and daily maintenance, working under moderate to low supervision to ensure critical tasks are completed on time. The role also provides guidance and training to associates and assists with escalated client issues.

Responsibilities

• Client Support: Serve as the primary contact for targeted commercial, business, and specialty deposit clients with complex bank account structures, onboarding, and servicing requirements. Ensure all documentation and compliance requirements are met. Assist clients with routine servicing needs, including account establishment, management, account opening applications, processing transactions, and maintenance requests. Identify and resolve discrepancies or issues. Assist in contract and documentation review, as well as account onboarding processes. Maintain accurate records and documentation in accordance with regulatory and internal compliance standards. Safeguard work in compliance with banking policies and procedures. Assist with inbound and outbound calls and emails.
• 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. Collaborate with Deposit Relationship Managers and Business Partners to ensure timely issue resolution and effective client support. Stay updated on industry trends, regulatory changes, and best practices related to commercial and specialty banking and deposit services. Support training of newer team members. Contribute to process improvement initiatives and suggest operational efficiency enhancements.
• 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 the 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.

Qualifications

• Previous experience working with commercial and business banking clients.
• Demonstrated excellence in client service, relationship management, and issue resolution.
• Strong problem-solving, analytical, and critical-thinking skills.
• Ability to effectively manage multiple priorities in a fast-paced environment.
• Experience handling sensitive financial information with a high degree of discretion and professionalism.
• Proactive, client-focused approach with a commitment to delivering exceptional service.
• Strong understanding of commercial banking operations, including business account opening, onboarding, and maintenance.
• Working knowledge of regulatory and compliance requirements, including Know Your Customer (KYC), Customer Due Diligence (CDD), and Anti-Money Laundering (AML) regulations.
• Excellent written and verbal communication skills, with the ability to interact professionally with clients and internal partners.
• Strong organizational skills and attention to detail.

Preferred Qualifications

• 5+ years of experience supporting commercial, business, and specialty deposit clients with complex account structures, onboarding, and servicing needs.
• Strong knowledge of commercial banking products, including specialty accounts, cash management, and treasury services.
• In-depth understanding of KYC, CDD, AML, and other regulatory compliance requirements.
• Experience supporting commercial, specialty, or corporate clients, including mid-sized and large businesses.
• Strong client service, communication, and relationship management skills.

Role Specific Work Experience

2+ Years Required; 3+ Years Preferred

Educational Requirements

University (Degree) Preferred

Physical Requirements

Sedentary Work

Pay: $29 - $39

EverBank, N.A. is a nationwide specialty bank providing high-value products and services to consumer and commercial clients nationwide. As a pioneer in online banking, we offer convenient digital access for clients 24/7, in addition to phone banking services and a network of financial centers. The Company's commitment is to deliver to our clients high-performing, high-yield solutions backed by exceptional service, always giving them the advantage they expect, to make the most of their money.

EverBank, N.A. is committed to the well-being of its associates. That's why we offer a comprehensive Total Rewards package commensurate with the position and job-related qualifications, skills, and knowledge. The Company's comprehensive Total Rewards package provides choice and flexibility and respects differences. The following benefits are available through the Company: Medical, dental, vision & HSA/FSA, 401(k) savings, paid holidays & generous PTO, additional wellness & voluntary benefits, tuition reimbursement, commuter benefits, life and disability insurance.