The Business Service Representative (“BSR”) provides proactive, comprehensive customer care to Bank First’s commercial and agricultural clients. The BSR primarily serves as a facilitator in the loan process, acting as a liaison between customers, relationship managers, and processing teams. They also ensure the execution of customer requests and inquiries is coordinated with internal parties to provide accurate and efficient responses. The BSR may not always be the direct executor of tasks but will facilitate the necessary actions. This role requires a strong ability to coordinate multiple tasks, a keen attention to detail, and excellent communication skills to facilitate the various aspects of customer care and commercial loan administration. The BSR is a key player in ensuring the smooth operation of the loan process and maintaining customer satisfaction.

The BSR plays an integral role in delivering the Bank First Guest Experience to the bank’s commercial and agricultural clients, which is centered on responsiveness and elevating the customer experience by providing seamless, personalized, and innovative banking solutions through every touchpoint. To provide the Guest Experience, the BSR is committed to understanding and anticipating customer needs, fostering meaningful relationships, and enhancing the financial well-being of our customers through a solutions-based approach.

RESPONSIBILITIES

Loan Preparation, Documentation, and Ongoing Servicing

• Assist Relationship Managers with the loan application and approval process, including preparing and organizing documentation. Assist with loan closings as needed.

• Ensure proper loan approval has been obtained and order necessary certificates (flood, title, hazard insurance). This may include working directly with the client or their professional resources (Attorney, CPA, Insurance Agent).

• Verify legal entity names and review organizational documents to confirm authorized signers. Confirm collateral lien status, ensure adherence to loan policy, and evaluate compliance with government regulations.

• Review loan documents prior to loan closing to ensure accuracy and consistency with loan approvals.

• Collaborate with Commercial Loan Processing and Servicing teams to ensure accurate entry of loan terms into the bank’s core system.

• Maintain and organize customer files and records, ensuring accuracy and confidentiality.

• Handle loan disbursements, collect fees, and process invoices promptly.

• Assist with following up on outstanding loan documentation, such as final title policies and insurance.

• Enter newly booked loans into the bank’s digital banking platform for online access.

• Review and decision paid workflow items.

• Reconcile loan expense general ledger accounts.

• Assist Relationship Managers with requesting, collecting and tracking financial statements and covenants within the Bank’s loan administration software

Customer Service and Cross-Functional Support

• Serve as a trusted point-of-contact for the bank’s commercial customers, managing inquiries regarding loans, deposit accounts, digital banking, and business banking products and services, among others. Coordinate with the relevant internal teams to ensure timely and effective resolution of each request.

• Support Relationship Managers in business development efforts, portfolio administration, and client engagement, including preparing materials, profiling prospects and referral opportunities, reviewing customer files, and assisting with payment collections.

• Participate in customer meetings and calls as needed, taking notes and providing follow-up assistance when necessary.

• Initiate outgoing wire transfers for commercial clients and maintain/update Wire Transfer Agreements

• Review and initiate draw requests for construction loans.

• Assist in managing the bank’s electronic client directory and archiving loan and depository documents.

COMPETENCIES

• Attention to Detail: Ability to manage documentation accurately and identify discrepancies.

• Organizational Skills: Proficiency in maintaining and organizing files, records, and schedules effectively.

• Communication Skills: Strong verbal and written communication skills to interact with customers, external partners and resources, and members of the Bank First team.

• Customer Service Orientation: Commitment to providing excellent service and addressing customer inquiries promptly.

• Team Collaboration: Ability to work effectively with business bankers and other team members to achieve common goals.

• Solutions Oriented: Capable of identifying problems and opportunities for improvement and providing effective solutions in a timely manner.

• Time Management: Proficient in prioritizing tasks and managing multiple responsibilities in a fast-paced environment.

• Technical Proficiency: Familiarity with Microsoft Office Suite and loan processing software; ability to quickly learn new systems.

• Confidentiality and Integrity: Commitment to maintaining customer confidentiality and upholding Bank First’s high ethical standards.

• Adaptability: Ability to adjust to changing priorities and work demands.

• Associates Degree or equivalent years of experience in banking or loan administration

• 2+ years financial institution experience preferred

• Must be proficient in Microsoft Word, Outlook and Excel

• Proficiency in loan administration software is a plus

• Must have the ability to handle multiple tasks from a variety of customers and bankers

• Must be able to prioritize duties