Job DescriptionThe Small Business Support Specialist Leader will manage a new centralized team of Small Business Support Specialists based in Tempe, AZ. This team provides client service, operational execution, lending support, documentation coordination, onboarding, renewal support, portfolio follow-up, and issue resolution for the new Small Business Relationship Manager roles across all regions.
Reporting to the National Small Business Strategy and Transformation Leader, this leadership role is responsible for building and managing a high-performing centralized support team, establishing consistent operating routines, monitoring service quality and workload, coaching team members, and ensuring Small Business Support Specialists help enable Small Business Relationship Managers to spend more time on proactive relationship management, client deepening, prospecting, and portfolio growth.
What you'll do- Directly manage a centralized team of Small Business Support Specialists based in Tempe, AZ, including workload management, coaching, performance routines, development planning, and day-to-day execution oversight.
- Establish consistent operating rhythms, service expectations, escalation practices, documentation standards, and follow-up routines that help the team effectively support Small Business Relationship Managers across all regions.
- Monitor service quality, pipeline activity, documentation completion, exception clearing, onboarding progress, renewal support, portfolio follow-up, and client issue resolution to help drive timely and consistent outcomes.
- Partner closely with Small Business Relationship Managers, regional leaders, underwriting, portfolio management, loan operations, product partners, branch partners, and other internal teams to advance client requests and remove execution barriers.
- Provide leadership oversight for activities tied to account servicing, loan intake, loan administration, documentation collection, onboarding, renewals, exceptions, covenants, ticklers, account maintenance, payments, payoffs, and other portfolio administration needs.
- Help continue to build the new centralized support model by developing team procedures, onboarding content, training routines, best-practice sharing, quality controls, and continuous improvement practices.
- Use reporting and team feedback to identify trends, capacity needs, process gaps, operational risks, training opportunities, and improvement recommendations for senior leaders and business partners.
- Ensure accurate and timely use of applicable systems, including Salesforce, Fusion, nCino, Hogan, AFS, WebKYC, and other department-specific tools.
- Model strong client service, operational discipline, risk awareness, collaboration, and accountability while reinforcing a positive team culture in a new centralized environment.
- Support hiring, onboarding, time management, performance feedback, employee development, and other people-leadership responsibilities for the Small Business Support Specialist team.
What you'll bring- Strong knowledge of small business banking operations, account servicing, lending support processes, documentation requirements, portfolio administration, bank products and services, and applicable policies and procedures.
- Demonstrated ability to lead, coach, develop, and engage a team in a centralized operating environment.
- Strong organizational, problem-solving, follow-up, workload management, written communication, and interpersonal skills.
- Ability to work effectively across regions and partner groups, including Small Business Relationship Managers, underwriting, portfolio management, operations, branch partners, product partners, and other internal business lines.
- Sound judgment in identifying client needs, documentation issues, operational risks, service trends, performance gaps, and matters requiring escalation.
- Ability to translate business priorities into clear team routines, measurable expectations, and consistent execution practices.
- Proficiency with Microsoft Office applications and department-specific systems; experience with Salesforce, Fusion, nCino, Hogan, AFS, WebKYC, or similar systems is preferred.
- Typically a four-year college degree or equivalent experience and two or more years of related banking, operations, client service, lending support, small business banking, or people-leadership experience.
Role expectations and requirements- This role is based in Tempe, AZ and is part of a centralized support team reporting to the National Small Business Strategy and Transformation Leader.
- The role supports Small Business Relationship Managers across all regions and is not intended to own relationship sales goals or serve as the primary banker for assigned clients.
- The role actively ensures compliance with the U.S. Bank Code of Ethics and all Anti-Money Laundering, Bank Secrecy Act, information security, suspicious activity reporting, account opening, lending, documentation, and regulatory requirements, policies, and procedures.
- The role actively participates in required corporate and business line training, follows account opening and documentation procedures, and understands internal suspicious activity referral requirements and processes as required for the position.
- The role may perform other duties as assigned.
Basic Qualifications- Bachelor's degree, or equivalent work experience
- Typically three or more years of relevant experience
Preferred Skills/Experience- Typically two or more years of related banking, operations, client service, lending support, small business banking, or people-leadership experience.
- Thorough knowledge of operational functions, systems, procedures, various products and/or services supported by the assigned area(s)
- Understanding of applicable Federal and State laws and regulations
- Thorough knowledge of applicable products, programs, financial analysis and related documentation as applicable
- Good organizational, managerial and project management skills
- Well-developed customer relations skills
- Excellent interpersonal and verbal and written communication skills
- Excellent supervisory and management skills
- Ability to manage multiple tasks
Benefits:Our approach to benefits and total rewards considers our team members' whole selves and what may be needed to thrive in and outside work. That's why our benefits are designed to help you and your family boost your health, protect your financial security and give you peace of mind. Our benefits include the following:
- Healthcare (medical, dental, vision)
- Basic term and optional term life insurance
- Short-term and long-term disability
- Pregnancy disability and parental leave
- 401(k) and employer-funded retirement plan
- Paid vacation (from two to five weeks depending on salary grade and tenure)
- Up to 11 paid holiday opportunities
- Adoption assistance
- Sick and Safe Leave accruals of one hour for every 30 worked, up to 80 hours per calendar year unless otherwise provided by law
Review our full benefits available by employment status here.
Posting may be closed earlier due to high volume of applicants. 
