POSITION PURPOSE: The Business Services Support Specialist supports the credit union's Business Services department by assisting with business lending, deposit operations, portfolio management, and relationship support activities. This position is responsible for maintaining business member files, assisting with annual reviews, gathering financial information, monitoring reporting requirements, supporting business account onboarding, and providing operational support to the Business Services Director. This role is designed as a developmental position that provides exposure to commercial lending, financial analysis, and business relationship management. Over time, the Business Services Support Specialist will develop credit analysis skills, including financial statement review, cash flow analysis, and underwriting support, creating a career path toward a Business Credit Analyst role. The position contributes to delivering a positive business member experience while helping the department achieve growth, operational efficiency, and strong portfolio management practices.
PROVIDES THE “EXPERIENCE”
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Initiative – A motivated self-starter who thrives in a goal setting environment. Actively and consistently seeks opportunities to add value to the credit union. Consistently meets or exceeds goals. Actively seeks learning opportunities and seeks additional responsibility on their own.
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Accountability – Demonstrates responsibility for providing timely and accurate information, responses and decisions to internal and external members. Performs tasks/projects assigned with efficiency. Willingly accepts constructive coaching and feedback as needed. Schedules time off in advance and avoids unscheduled absences.
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Accuracy – Due to the nature of the position, attention to detail and verifying accuracy of daily processes is paramount. A lack of this ability exposes the credit union to reputation risk and financial loss, among other consequences.
- Member Service – provides exceptional customer service and ensures the “Experience” is being provided with each encounter. Views situations from the member’s/employee’s perspective to effectively respond to their needs and concern. Follows up in a timely manner to ensure the member’s /employee’s expectations have been met or exceeded. Explains recommendations, products, and services in ways the member/employee can easily understand. Demonstrates professionalism, patience, respect, and empathy when dealing with difficult members/employees/vendors or their complaints and demands.
- Effective Communication – Persuasive, honest, and confident. Uses clear and simple language to communicate information and decisions to internal and external members. Demonstrates correct grammatical proficiency in all written communications. Explains recommendations, products and services in ways members/employees are able to easily understand. Answers questions in such a manner that will clarify the situation, educate the recipient, and avoid misconception. Demonstrates sensitivity to cultural and gender differences.
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Teamwork – Builds rapport with fellow teammates and credit union staff. Demonstrates genuine concern for others and shares personal expertise with peers. Displays flexibility regarding scheduling. Fosters a spirit of cooperation to ensure the success of the team. Effectively supervises assigned personnel, ensuring optimal performance.
ESSENTIAL FUNCTIONS & BASIC DUTIES
1. Business Member & Administrative Support
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Assist with opening and maintaining business deposit accounts.
- Coordinate collection of business account and loan documentation.
- Support business members with account maintenance and service requests.
- Assist with business online banking enrollment and maintenance.
- Serve as a point of contact for follow-up communication with business members.
- Support onboarding activities for new business relationships.
2. Portfolio Administration & Annual Reviews
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Assist in tracking annual reviews and financial reporting requirements.
- Gather tax returns, financial statements, rent rolls, and supporting documentation from business members.
- Maintain portfolio tracking reports and department monitoring tools.
- Assist with covenant tracking and follow-up on missing information.
- Maintain accurate records within loan and account systems.
- Help prepare loan review and audit materials.
3. Business Lending Support
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Assist with preparing loan presentation packages and supporting documentation.
- Review submitted documents for completeness and accuracy.
- Support the loan origination and approval process.
- Assist with collateral tracking and documentation.
- Coordinate appraisals, title work, insurance verifications, and other third-party requirements.
- Support loan closing and booking activities.
4. Credit Analysis Development
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Learn business financial statement analysis, tax return review, and cash flow concepts.
- Assist with financial spreading and data entry as skills develop.
- Participate in underwriting discussions and loan review meetings.
- Support preparation of annual review analyses.
- Develop knowledge of business lending principles, risk assessment, and credit policy.
- Progressively assume greater analytical responsibilities based on training and demonstrated competency.
5. Department Operations
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Assist with internal reporting and pipeline tracking.
- Monitor department service standards and workflow deadlines.
- Participate in process improvement initiatives.
- Support special projects and departmental goals.
- Maintain compliance with all applicable policies and regulations.
PERFORMANCE MEASUREMENTS
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Operational Effectiveness
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Business account onboarding completed accurately and timely.
- Loan files maintained in accordance with policy.
- Tracking reports maintained accurately.
- Annual review requests completed timely.
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Member Service
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Timely responses to business member requests.
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Positive internal and external member feedback.
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Consistent follow-up and communication.
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Portfolio Support
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Annual review documentation obtained timely.
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Covenant and financial reporting tracking maintained.
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Audit and review requests completed accurately.
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Professional Development
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Demonstrates increasing understanding of:
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Business financial statements
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Tax return analysis
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Cash flow analysis
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Business lending concepts
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Team Support
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Creates capacity for the Business Services Director to focus on relationship management and business development.
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Demonstrates initiative and willingness to learn.
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Works effectively with lending, operations, and branch staff.
QUALIFICATIONS
Education/Certification:
- Associate degree in Business, Accounting, Finance, Economics, or a related field preferred.
- Bachelor's degree in Business, Accounting, Finance, Economics, or a related field is a plus.
- Equivalent education, training, or relevant work experience may be considered.
- Interest in pursuing professional development related to commercial lending, credit analysis, or financial statement analysis is preferred.
- Professional certifications related to business lending or credit analysis are a plus but not required.
Experience Required:
- One to three years of experience in financial services, business banking, lending support, accounting, member service, operations, or a related field preferred.
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Experience supporting business members, loan operations, deposit operations, or business development activities is helpful but not required.
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An interest in learning business lending, business financial analysis, and credit risk assessment is required.
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Strong organizational skills, attention to detail, and the ability to manage multiple priorities are essential.
Knowledge/Skills/Abilities:
- Strong analytical and problem-solving skills, with the ability to gather information, evaluate situations, and make sound recommendations.
- Basic understanding of financial statements, lending concepts, or financial analysis, or the ability to learn and apply these concepts effectively.
- Ability to research, organize, and interpret information from multiple sources.
- Strong written and verbal communication skills, with the ability to clearly communicate ideas and findings to others.
- Ability to think critically, exercise sound judgment, and ask thoughtful questions when evaluating information.
- Strong organizational and time management skills, with the ability to manage multiple priorities and meet deadlines.
- Proficiency in Microsoft Office applications, particularly Excel, and the ability to learn new software and systems.
- High attention to detail and commitment to accuracy in analysis, documentation, and reporting.
- Ability to maintain confidentiality of sensitive member, financial, and organizational information.
- Ability to work both independently and collaboratively in a team-oriented environment.
- Willingness to learn commercial lending, credit analysis, and risk management principles through training and on-the-job experience.
- Ability to build and maintain positive working relationships with colleagues, members, and business partners.
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Desire to learn commercial lending and business financial analysis.
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Ability to build relationships with business members and internal staff.
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Strong organizational and follow-up skills.
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Ability to manage multiple deadlines simultaneously.
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Customer/member service mindset with a focus on business member relationships.
Career Development Opportunity
This position is intended to provide foundational experience in business services, business lending support, and portfolio management. Through training, mentoring, and demonstrated performance, the employee may have opportunities to assume increased responsibility in financial analysis, underwriting support, and commercial credit functions as business needs and individual development allow.
PHYSICAL ACTIVITIES AND REQUIREMENTS OF THIS POSITION
Talking: Especially where one must frequently convey detailed or important
instructions or ideas accurately, loudly, or quickly.
Average Hearing: Able to hear average or normal conversations and receive ordinary
information.
Repetitive Motion: Movements frequently and regularly required using the wrists, hands,
and/or fingers.
Average Visual Abilities: Average, ordinary, visual acuity necessary to prepare or inspect
documents or products or operate machinery.
Physical Strength: Standing for long periods of time. Must be able to lift and carry up to 50 lbs.
WORKING CONDITIONS
None: No hazardous or significantly unpleasant conditions.
