Position SummaryThe Sr. Business Services Specialist serves as a subject matter expert and escalation point. This role supports the bank's most complex Treasury Management products, including ACH Origination, Wire Transfers, Positive Pay, Remote Deposit Capture System (RDC), and Business Online Banking (BOB).
The Sr. Business Services Specialist handles high risk and exception level requests, supports complex business clients, and provides specialized assistance to the Platinum Services Division and the Labor & Trust Department, ensuring all activity is completed within established service levels and regulatory guidelines.
Key ResponsibilitiesAdvanced Client Support & Technical Expertise- Serve as the primary escalation point for complex ACH, Wire, RDC, and Positive Pay issues.
- Provide advanced technical troubleshooting for file errors, mapping issues, ACH onboarding, file errors, and Business Online Banking.
- Support Platinum Services and Labor & Trust teams with specialized, time sensitive requests requiring high attention to detail and enhanced confidentiality.
- Manage and resolve client issues requiring in depth product knowledge or cross department coordination.
- Perform outbound follow up with clients and internal partners for complex cases, verifications, training, and exception handling.
ACH Origination Support (Complex & High Risk Workflows)- Review and monitor high risk limit changes.
- Investigate exceptions, and disputes requiring deeper analysis.
- Work with clients on resolving formatting errors, failed uploads, and NACHA related compliance questions.
- Support Labor & Trust high volume request and ensure daily processing meets SLA.
Wire Transfer Support (Domestic & International)- Provide advanced support for wire initiation, approvals, workflow escalations, and exception handling.
- Validate and troubleshoot template issues, repetitive wire setups, etc.
Remote Deposit Capture (RDC) Expertise- Troubleshoot complex RDC issues including scanner drivers, workstation conflicts, batching discrepancies, and limit exceptions.
- Analyze deposit behavior for unusual activity, duplicate checks, or risk indicators during periodic reviews.
- Provide advanced RDC training for business clients.
Positive Pay / Fraud Prevention Support- Handle escalated Positive Pay exceptions, file formatting errors, and pay/no pay decision issues.
- Work with clients to resolve advanced exception rules, check issues, or upload errors.
- Partner with Fraud & Security teams to mitigate risk and resolve suspicious activity.
Business Online Banking (BOB) Support- Assist with complex profile setups, user entitlements, company permissions, and multi profile business structures.
- Troubleshoot technical issues involving multi factor authentication, secure sign-on conflicts, user roles, and cross profile credential challenges.
- Support Platinum Services and Labor and Trust clients with elevated access needs or complex configurations.
Risk, Compliance & Quality Control- Analyze escalated activity for fraud indicators, unusual transactions, or high risk behaviors.
- Ensure all treasury management activities follow bank policy, audit standards, and regulatory requirements (including NACHA and OFAC).
- Support quality control review of peer work, onboarding files, limit change approvals, documentation, and client setups.
- Assist with procedure updates, risk mitigation enhancements, and project initiatives.
Leadership, Training & Department Support- Serve as a senior resource to the team, providing guidance, training, and mentoring as needed.
- Assist with onboarding new Specialists and supporting team development on complex products.
- Help identify opportunities to streamline workflows, enhance client experience, and improve team efficiency.
- Other duties as assigned.
Qualifications & Skills- 4 years of sales, customer service, or back-end client support working with complex banking relationships or equivalent preferred.
- High school diploma or GED required; college degree preferred.
- Demonstrated leadership and training experience preferred.
- Strong knowledge of small business deposit, online banking and Treasury Management products preferred.
- Exceptional interpersonal skills, including the ability to de-escalate difficult client interactions and support employee relations.
- Knowledge of banking regulatory and compliance requirements preferred.
- Excellent listening and presentation skills
- Ability to lift at least 20 lbs when required.
- Basic proficiency in Microsoft Office or similar systems.
- Strong time management and organizational skills.
- Adequate vision and hearing to interact effectively with clients both in person and over the phone.
- Clear and professional written and verbal communication required.
- Consistently maintains a professional appearance.
- This position requires 100% on-site at the Fremont Bank Operations Center in Livermore, California.
- Travel may be required in our footprint.
- May require working weekends.
Benefits SnapshotHealth & Wellness- Medical, dental, and vision insurance
- Flexible Spending Accounts (FSA, Dependent Care, Health Savings)
Financial & Retirement- Employee Stock Ownership Plan (ESOP)
- 401(k) with employer match
- Performance-based bonuses or incentives
Work-Life & Perks- Paid holidays, vacation, and sick time
- Free personal checking and savings accounts
- Home loan rate discounts
- Tuition reimbursement and professional development resources
- On-site gym and discounted health club memberships
- Employee Assistance Program (EAP)
Salary RangeThe hiring salary range is based on factors such as experience, skills, education, and internal equity. Compensation decisions are made in consideration of these factors and in alignment with Fremont Bank's compensation philosophy.
Salary RangeUSD $35.60 - USD $42.00 /Hr.
Employee Stock Ownership Plan (ESOP)The Employee Stock Ownership Plan (ESOP) is a way for Fremont Bank to contribute to the financial well-being of associates by making a contribution to their retirement account. In addition, the ESOP provides associates an opportunity to share in the growth and prosperity of Fremont Bank.
Note to Search Firms:Fremont Bank does not accept unsolicited resumes from search firms or agencies without a signed service agreement. Unsolicited resumes will be considered the property of Fremont Bank, and no fees will be paid.
