The Business Relationship Specialist partners with Commercial Relationship Managers (CRMs) and Business Development Officers (BDOs) providing the necessary support that allows the CRMs and BDOs to prospect new and maintain commercial banking relationships. This position is responsible for providing exemplary customer service, actively following through on customers’ operational needs and providing administrative support to assigned CRMs and BDOs.

Essential Duties:

Customer Experience

• Fosters a positive F&M customer experience.
• Responds to customers’ requests/inquiries within 24 hours resolving the request or setting a new expectation.
• Provides administrative and portfolio assistance to assigned CRMs; including but not limited to, helping with the collection of financials, monitoring maturities, loan renewals, and loan reviews.
• Attends in-person service and sales calls with CRMs/BDOs to promote business relationship building and a positive customer experience.
• Assists CRMs in initiating credit requests and loan renewals by collecting data and inputting necessary documents into various systems.
• Assists CRMS with construction loan disbursements.
• Assists Treasury Management with servicing and onboarding tasks.

Teamwork and Collaboration

• Collaborates with internal teams, including operations and treasury management, to deliver seamless banking services to clients.
• Supports the sales process by recognizing referral opportunities and actively communicates with F&M banking partners to provide customers with consultative banking experience.

Risk Management

• Monitors daily overdrafts and past due payments.
• Responds to Connect inquiries and Business Relationship Specialist group emails within the hour.
• Runs credit reports and performs OFAC checks.
• Accesses various websites to retrieve documents when necessary to complete loan files.
• Ensures current and accurate Resolution is on file for borrowing purposes and CIP requirements.
• Communicates daily with Loan Operations, Loan Processing, and Loan Review to ensure errors and missing
• documentation is resolved and the loan file is perfected.
• Ensures accuracy of loan documents and extended credit is within policies, procedures, and guidelines.
• Assists CRMs in evaluating and managing problem loan and collection activities.
• Gathers needed documents from customers for renewals for underwriting purposes.
• Requests, tracks, and collects financial information.
• Manages collateral exceptions and covenants.
• Manages post-closing activities in a timely manner.

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.

Knowledge, Skills, and Abilities

• Possess effective interpersonal skills to relate to all audiences.
• Possess effective customer service and sales skills.
• Understands 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.
• Ability to work on multiple tasks efficiently in an environment with interruptions managing time and
• resources to ensure work is completed within established timeframes.

Education and/or 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.
• Preferred work-related experience should consist of working in a financial, legal, or title institution’s operations, sales, or customer service areas.
• Prefer intermediate experience, knowledge, and training in branch operation activities, terminology, and products and services relating to retail and commercial account customers.
• Prefer intermediate knowledge of related state and federal banking compliance regulations and other Bank operational policies.

Certificates, Licenses, and Registrations:

• Notary or willing to obtain.

Physical and Mental Demands:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• The employee regularly sits and uses hands to finger, handle, or feel objects, tools, or controls.
• The employee frequently is required to talk or hear.
• The employee is occasionally required to stand, walk, reach with hands and arms, stoop, kneel, or crouch.
• The employee must regularly lift and/or move up to 10 pounds.
• Specific vision abilities required include close vision, color vision, peripheral vision, depth perception, and
• the ability to adjust focus.

Work Environment:

• Work is primarily performed in an office setting where the noise level is usually moderate.
• This role routinely uses standard office equipment such as computers, calculator, phones, photocopiers,
• filing cabinets, and fax machines.

Position Type/Hours:

This is a non-exempt position working Monday – Friday, 8:30 a.m. – 5 p.m. with overtime as necessary.

Travel:

Limited travel for training purposes and visits to customers’ locations as necessary.