Lead Commercial Client Support Specialist

About the role

This position serves a critical role as a leader for a team of specialist partners on the Commercial Banking team by driving the successful processing of commercial loan requests and actively supporting portfolio management. Deliver high-impact customer service by efficiently resolving client needs with precision and urgency, ensuring a seamless banking experience. Mitigate operational and reputational risk through strict compliance with established procedures and regulatory standards. Proactively identify and address portfolio needs, contributing to team efficiency and client satisfaction.

Responsibilities

• Back up the Manager, Commercial Client Support with reporting, facilitating and participating in meetings and touchbases, and problem resolution.
• Train and mentor Commercial Client Support Specialists and Senior Commercial Client Support Specialists.
• Participate in or Lead special projects as assigned by Manager, Commercial Client Support.
• Cook up the portfolio information to minimize delinquencies, exceptions, and customer impact issues.
• Meet with Relationship Managers and contact clients to assist with collection of items needed and problem resolution.
• Support commercial sales team to ensure current credit and financial information is obtained as needed and collateral is adequate (loan portfolio exceptions, insurance, and exception tracking).
• Maintain loan maturity dates within the portfolio and discuss renewal strategy with individual RM; work with CA to initiate renewal process (upcoming maturities).
• Track past due loans and work with RM to rectify loan delinquencies (delinquent loans).
• Oversee timely completion of annual review and loan covenant/trigger testing (annual reviews, borrowing base and covenant test monitoring).
• Provide support to assigned region for general customer service and loan requests/payments/inquiries.
• Review procedures periodically to ensure accurate documentation of processes. Ensure bank reporting tools are utilized for reporting progress of the region.
• Serve as lead to proactively identify processes to increase the efficiency and scalability of the line of business.

Requirements

• A high school diploma or equivalent (GED).
• Minimum of three (3) years in a Commercial Client Support role or three (3) years related experience in commercial loan processing, operations, or portfolio support.
• Notary Public Designation.
• In depth understanding of banking regulations and compliance-related areas such as KYC, OFAC, and CIP.
• Experience with banking terminology, commercial lending processes, loan funding.
• Strong analytical and organizational skills, attention to detail, and time management.
• Excellent verbal and written communication skills.
• Proven ability to work independently and multi-task while maintaining collaborative relationships with internal departments.
• Working knowledge of commercial loan structures and related due diligence.
• Proven ability to successfully support complex commercial loans and commercial relationships.
• Working knowledge of Horizon core banking and other FIS applications.
• Superior knowledge of Microsoft Office (Word, Excel, Outlook, Teams).
• Experience Leading, Mentoring, or Training a team of professionals.

Qualifications

• High school diploma or equivalent (GED).
• Minimum of three (3) years in a Commercial Client Support role or three (3) years related experience in commercial loan processing, operations, or portfolio support.
• Notary Public Designation.

Skills

• Adaptability in a dynamic workflow.
• Quickly learn in a fast-paced environment.
• Manage multiple priorities with confidence and consistency.
• Strong leadership skills.

Benefits

• Base Pay PLUS Bonuses.
• Medical, Dental and Vision Insurance.
• 401(k) Health Savings and Flexible Spending Accounts.
• Vacation/Sick Time Paid Holidays.
• Paid Parental Leave.
• Tuition Reimbursement.

Pay

First Merchants Offers The Following Base Pay PLUS Bonuses.

Schedule

N/A