Lead Business Relationship Specialist

About the role

The Lead Business Relationship Specialist partners with Commercial Relationship Managers (CRMs) and Business Development Officers (BDOs) to provide high-level support that enables the successful prospecting, development, and retention of banking relationships. This position serves as a subject matter expert and resource for the Business Relationship Specialist team, helping to ensure consistent service delivery, efficient workflows, and adherence to F&M policies, procedures, and risk management standards.

Responsibilities

The Lead Business Relationship Specialist will manage and service their own book of business while also providing leadership, guidance, and support to the Business Relationship Specialist team. Key responsibilities include:

• Fostering a positive F&M customer experience
• Providing administrative and portfolio assistance to assigned CRMs
• Attending in-person service and sales calls with CRMs/BDOs
• Assisting CRMs in initiating credit requests and loan renewals
• Serving as an escalation point for complex customer service and operational requests
• Providing guidance and support to Business Relationship Specialists on processes, procedures, systems, and complex customer or loan-related matters
• Collaborating with internal teams to deliver seamless banking services to clients
• Supporting the sales process by recognizing referral opportunities and actively communicating with F&M banking partners
• Monitoring daily overdrafts and past-due payments
• Responding to Connect inquiries and Business Relationship Specialist group emails
• Running credit reports and performing OFAC checks
• Ensuring current and accurate Resolution is on file for borrowing purposes and CIP requirements
• Communicating daily with Loan Operations, Loan Processing, and Loan Review to ensure errors and missing documentation is resolved

Leadership and Team Support

The Lead Business Relationship Specialist will supervise a team of Business Relationship Specialists, carrying out supervisory responsibilities in accordance with the bank’s policies and applicable laws. This includes training, performance appraisals, rewarding and disciplining employees, addressing complaints, and resolving problems.

Qualifications

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skills, and/or abilities required.

• Possess effective interpersonal skills to relate to all audiences
• Possess effective customer service and sales skills
• Understand business financials and other pertinent documents
• Proficient organizational skills with ability to function in a flexible work environment
• Excellent PC skills to include MS Office products, Word, Excel, and Outlook
• Ability to communicate effectively orally and/or in writing
• Ability to respond to questions from customers
• Ability to add, subtract, multiply, divide in all units of measure using whole numbers, common fractions, and decimals
• Ability to compute rate, ratio, and percent
• Ability to respond to sensitive inquiries
• Ability to concentrate for extended periods of time with attention to detail
• Ability to prioritize and meet deadlines
• Ability to work independently with limited supervision
• Ability to work with and maintain confidential information
• Ability to maintain composure under pressure

Education and Experience

Associate’s degree or equivalent from two-year college or technical/trade school; or a minimum of three years’ related experience or equivalent combination of education and experience. A minimum of three years’ supervisory experience is required.

Skills

The successful candidate will demonstrate the following skills:

• Gregarious – Relations & Communication: Build positive relationships with customers and coworkers through professional, friendly communication
• Resolute – Management Effectiveness: Foster a positive work environment while leading the team to achieve business objectives efficiently
• Original – Innovation: Identify opportunities to improve customer experiences and operational efficiency
• Wholehearted – Emotional Intelligence: Demonstrate empathy, professionalism, and respect in all interactions