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The Commercial Relationship Associate (CRA) plays a critical role in supporting commercial, private banking, and treasury management clients through expert coordination, problem-solving, and personalized service. This position manages the end-to-end onboarding and maintenance of business deposit accounts, ensuring compliance with regulatory and bank standards while proactively identifying and resolving client needs. Through direct client interactions, including participation in client meetings, the CRA strengthens relationships, enhances the client experience, and contributes to the overall success of the commercial and private banking portfolio.
Commercial Account Services & Customer Support
• Manage the end-to-end process for opening and maintaining business deposit accounts for a portfolio of commercial customers.
• Exercise a high level of discretion, independent judgment, and decision-making in managing normal to complex commercial account opening and maintenance requests.
• Ensure compliance with bank policies and regulatory standards (BSA/AML), including customer authentication and documentation accuracy.
• Provide direct support to commercial, private banking, and treasury management clients by addressing complex account needs, coordinating solutions across internal teams, and ensuring an exceptional client experience.
• Collaborate with internal teams to support additional services such as business online banking, credit accounts, sweeps, and treasury management.
• Maintain accurate customer records across systems and resolve onboarding and maintenance tasks promptly.
• Collect, review, and process required documentation (e.g., New Account Packet, CBO, DACA, Verafin Questionnaire).
• Provide follow-up to ensure client satisfaction and communicate completion of onboarding to relevant teams.
• Execute authorized transactions including wires, transfers, and BTEs.
• Attend client meetings to understand account needs, clarify operational requirements, assist with onboarding, and strengthen customer relationships.
Fraud Coordination & Risk Mitigation:
• Act as the central coordination point between fraud teams, bankers, clients, and vendors during suspected or confirmed fraud events.
• Facilitate timely communication and action to mitigate or prevent financial loss to clients and the bank.
• Apply discretion and judgment to escalated fraud-related account issues, ensuring appropriate next steps and accurate documentation.
Team Collaboration & Continuous Improvement
• Serve as a subject matter expert for commercial deposit account processes and related systems for the CRS team and internal partners.
• Identify and communicate process gaps, workflow improvements, and training needs to enhance team effectiveness and client outcomes.
• Remain current on systems, regulatory updates, and bank procedures; actively participate in ongoing training and knowledge development.
• Uphold team quality standards and contribute to overall CRS team performance and service consistency.
Bell Bank Culture, Policy and Accountability Standards:
• Know by name and face as many customers and employees as possible, calling them by name as often as possible.
• Know and practice LOCBUTN, our Golden Rules, and Bell Bank Customer Service Standards.
• Know, understand, and live the company values and bottom line.
• Conduct activities consistent with established Bell Bank policies, procedures and systems, the Bell Bank Employee Conduct policies, the Bank Secrecy Act and all applicable state and federal laws and regulations.
• All employees are responsible for information security, including compliance with policies and standards which protect sensitive information.
• Prompt and reliable attendance.
• Perform other duties as assigned.
Education, Experience, and Other Expectations:
• Bachelor's degree in business administration, finance, or related field; or equivalent work experience.
• 2 - 4 years of experience in commercial banking or relationship support preferred.
• Strong knowledge of commercial banking documentation and deposit products.
• Exceptional customer service and communication skills.
• Analytical thinking and effective problem-solving abilities.
• High attention to detail and ability to work independently.
• Proven ability to manage multiple priorities in a fast-paced environment.
• Team-oriented mindset with a collaborative approach.
• Excellent organizational and time management skills.
• Proficiency with banking systems, internet applications, and Microsoft Office tools.