Banking Services Officer

Description

The Banking Services Officer (BSO) is responsible for administering and overseeing commercial loan, deposit and treasury management servicing activities. This position serves as a primary point of contact for client servicing matters and exercises independent judgment and discretion in resolving routine and non-routine issues related to banking, operations, regulatory compliance, and client relationship support.

The Banking Services Officer collaborates with Relationship Managers, Lending, Operations and Compliance teams to ensure accurate, timely and compliant delivery of banking services while balancing client experience, risk management and Bank policy requirements.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

Loan & Deposit Administration

• Administers and oversees complex loan and deposit servicing activities, exercising independent judgment in resolving routine and non-routine issues, approving exceptions within delegated authority, and ensuring adherence to regulatory and Bank requirements across the account lifecycle.
• Independently reviews, prepares and oversees loan, deposit, and cash management documentation for new, renewed, and amended accounts, ensuring accuracy, completeness, and compliance.
• Coordinates and evaluates the documentation required for loan renewals and annual reviews, determining necessary financial information and ensuring its accuracy and completeness.
• Maintains credit files, updates covenant tracking system and servicing ticklers, collects and reviews financials, collateral, insurance, and verification documentation for completeness, accuracy, and compliance.
• Utilizes Bank systems, including SharePoint and other approved platforms, to manage client records, track servicing status, monitor key deadlines, and support appraisal and environmental processes.
• Coordinates and oversees loan payoff requests, UCC searches, flood certifications, credit reports, and related third-party services, assessing results for accuracy.
• Maintains and administers approved limits for overdraft approvals and fee waivers, exercising sole and independent judgment within established Bank policies and delegated authority. Independently evaluates client requests based on account history, relationship considerations, risk indicators, and policy guidelines; approves or declines requests within assigned authority; escalates exceptions as required; monitors usage to ensure limits are not exceeded; and documents decisions and rationale as needed to support compliance, audit readiness, and internal controls.

Client Service & Relationship Support

• Serves as a central point of contact for clients regarding deposit, loans and treasury service matters, independently addressing inquiries and resolving issues in a professional and timely manner.
• Exercises discretion and sound judgment in responding to client requests, balancing client needs with regulatory requirements, operational risk, and Bank policy.
• Communicates complete information clearly and effectively to clients, determining appropriate messaging, tone, and level of detail.
• Participates in client meetings related to onboarding, servicing, and relationship maintenance, contributing operational and compliance expertise. Builds and maintains strong client relationships through proactive communication, responsiveness and effective resolution of servicing matters.
• Escalates relationship, operational, or risk-related concerns to Relationship Managers or management when appropriate, providing informed recommendations.

Account Opening & Compliance

• Oversees and supports account onboarding and ongoing servicing activities to ensure full compliance with BSA/AML, OFAC, CIP, and CDD, and all applicable regulatory and internal requirements.
• Supports and oversees the establishment of new deposit and loan accounts, ensuring full compliance with CIP and documentation requirements for completeness, accuracy and compliance.
• Reviews account opening documentation, beneficial ownership information, and business entity records for completeness, accuracy, and compliance prior to approval or escalation.
• Exercises discretion in evaluation documentation exceptions, risk indicators, and client activity, determining appropriate actions or escalation paths.
• Participates in internal audit, regulatory examinations, and compliance reviews related to account administration and client servicing activities.
• Maintain confidentiality and ensure accuracy in all recordkeeping and reporting.

Operational Services

• Serves as a subject matter resource for banking services, loan servicing, deposit operations, and client servicing procedures.
• Provides operational guidance and clarification to internal partners regarding servicing standards, documentation requirements and regulatory interpretation.
• Coordinates the distribution and tracking of loan, deposit, and cash management documentation to ensure timely execution, audit readiness, and compliance with operational controls.
• Coordinates with Lending, Operations, Compliance, and Relationship Management teams to ensure consistent, accurate and compliant client servicing.
• Maintains documentation, reports, and records in accordance with Bank standards, regulatory expectations, and audit requirements.
• Supports and, as appropriate, provides guidance on training to Banking Services staff to promote consistent servicing practices.

Client Communication

• Serves as a primary point of contact for client communications related to deposit and loan servicing matters, ensuring inquiries and requests are addressed professionally, accurately, and in a timely manner.
• Communicates complex, routine and non-routine information to clients clearly and effectively, exercising judgment in determining appropriate messaging, tone, and level of detail.
• Proactively engages clients regarding servicing issues, documentation needs, and resolution status, balancing client expectations with regulatory and bank requirements.
• Coordinates client communications with Relationship Managers, Lending, Operations, and Compliance to ensure consistent and accurate information is provided.
• Documents client interactions and communications in accordance with Bank standards and regulatory expectations.
• Identifies recurring communication issues or client concerns and recommends improvements to enhance service quality and client experience.

Requirements

• Excellent written and verbal communication skills with the ability to project a professional image.
• Strong analytical ability, attention to detail, and active listening skills.
• In-depth knowledge of bank loan and deposit products, documentation requirements, and related policies and procedures.
• Working knowledge of Microsoft Office and bank-approved systems for tracking customer accounts.
• Effective interpersonal skills with the ability to work independently and collaboratively across all organizational levels.
• Thorough understanding of banking regulations, including BSA/AML, CIP and CDD requirements.
• Ability to exercise sound judgment, manage multiple priorities, and work accurately under time constraints.
• Strong sense of urgency, problem-solving skills, and the ability to thrive in a fast-paced, team-oriented environment.
• Ability to maintain confidentiality and apply new information quickly.

Education/Licenses/Work Experience:

• Associate’s degree (bachelor’s degree preferred) and a minimum of three (3) years of progressively responsible commercial banking experience, or an equivalent combination of education and experience, demonstrating advanced operational, compliance, and client-relationship expertise.
• Good knowledge of commercial credit policies and procedures, loan processing, and bank operations policies and procedures
• Computer skills to include use of Microsoft Office products and other programs as required.

Work Environment

• Standard office environment with a moderate noise level.

Physical Demands

The work environment characteristics and physical requirements described here are representative of those which an employee in this position encounters while performing the essential functions of this position. Reasonable accommodation may be made to enable individuals with disabilities to perform essential functions.

• Prolonged periods sitting at a desk and working on a computer.
• Remain in a stationary position for sustained periods of time.
• Occasionally move about inside the office to access filing cabinets and/or other office machinery.
• Occasionally required to raise objects up to 25 pounds from a lower to a higher position, move objects horizontally from position to position with, and/or bend body downward and forward, and/or extend hands and/or arms in any direction to access files and/or other office machinery.
• Consistent use of a computer and/or other office machinery is required, such as a keyboard, calculator, copy machine, and/or computer printer.
• Making substantial and repetitive movements (motions) of the wrists, hands, and/or fingers.
• Close visual acuity is required to perform activities including, but not limited to, preparing and analyzing data and figures, transcribing, viewing a computer terminal, and/or extensive reading.
• Regularly required to communicate verbally with employees, clients, and vendors.