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Commercial Support Specialist

3 months ago

Fairfax, United States Apple Federal Credit Union Full time

**Role**:
Under general supervision, but following established policies and procedures performs a broad range of member service activities in person, through video, by mail, and/or by telephone. Additionally, responsible for supporting Commercial Lenders, Portfolio Administrators and Servicing Specialists with the maintenance of member relationships. Performs a variety of membership and share account support duties which require knowledge of such departmental procedures. Inputs data using PC and is able to work in a fast-paced environment. Must possess excellent interpersonal communication skills, problem solving skills and the ability to represent the credit union in a courteous, professional manner. Exhibits member service skills and team cooperation in accordance with credit union standards. Performs duties and responsibilities in accordance with The Apple Way principles of Team Up, Serve with Purpose, Challenge Yourself and Own It. Remains cognizant of and adheres to credit union policies and procedures, and regulations pertaining to the Bank Secrecy Act. Performs other duties and projects assigned by the Commercial Servicing Manager

**Essential Functions & Responsibilities**:

- Administers and supports all aspects of opening commercial deposit accounts and ancillary services and assists branches and commercial services in opening commercial accounts. Audits business accounts opened by the branches daily and follows up and follows through with any missing documentation to ensure the business accounts meet compliance regulations.
- Uses Synapsys events to download new account package documentation and to correspond with branches for any documentation missing pertaining to the account opening or continuous maintenance, such as adding or removing additional signers, adding DBA names, or changing of the business structure. This person will be the primary individual tasked with ensuring branch compliance.
- Primary point of contact for all inbound calls, to include the commercial services hotline concerning all facets of commercial services. Manages and directs phone calls to appropriate personnel. Formulates appropriate actions necessary to assist members and internal staff members, to include reaching out to internal departments and/or vendors.
- Provides consultations with business members and Apple commercial services staff and cross sells other business banking products and services such as Merchant Services, Remote Deposit and Online Banking. Maintains and updates business deposit fee schedule in accordance with changes provided by Deposits and/or Commercial Services.
- Establishes a routine calling program to new and existing business members welcoming them to Commercial Services and establishing a needs base analysis for other products and services.
- Monitors business banking and cash management activities including member service, periodic relationship reviews, and retention activities. Provides Cash Management solutions to Clients and develops ongoing and proactive relationship.
- Handles escalated member calls, including irate members and members with complex issues and problems. Maintains a high level of professionalism with these difficult members or situations, handling them with an exceptional level of member service skill and retaining them as satisfied or loyal Apple members.

**Knowledge and Skills**:
**Experience**:
Three years to five years of similar or related experience.

Commercial Services experience preferred, but not required.

**Education**:
High school diploma or equivalent (GED).

Associate degree preferred.

**Interpersonal Skills**:
Work involves much personal contact with others inside and/or outside the organization for the purpose of first-level conflict resolution, building relationships, and soliciting cooperation.

Discussions involve a higher degree of confidentiality and discretion, requiring diplomacy and tact in communication.

**Other Skills**:
Excellent communication skills, both written and verbal. Ability to project a friendly and positive attitude through the phone channel.

Strong business and financial acumen; familiarity with commercial, business, or small business banking a plus

Ability to learn and cross-sell credit union products and services. Knowledge of E-Funds helpful.

Excellent math ability and attention to detail.

Excellent ability to multi-task.

Proficient in the use of Symitar for posting teller transactions and inquiries on deposit and loan accounts.

Proficient in Synapsys CRM, to act on PSO's, create and input to events, and retrieve and read My Sales reports.

Proficiency with Microsoft programs including Word, Excel, and Outlook

Possesses the ability to learn commercial servicing software, Silverlake

**Physical Requirements**:
The ability to lift 25 lbs. and utilize standard office equipment including, but not limited to, PC, fax, copier, telephone, etc.

Some travel required via onsite visits to businesses on an as needed basis.

**W