Lead Business Relationship Specialist

Description

The Lead Business Relationship Specialist partners with Commercial Relationship Managers (CRMs) and Business Development Officers (BDOs) to provide high-level support that enables the successful prospecting, development, and retention of banking relationships. This position serves as a subject matter expert and resource for the Business Relationship Specialist team, helping to ensure consistent service delivery, efficient workflows, and adherence to F&M policies, procedures, and risk management standards. This role also trains, develops, and mentors Business Relationship Specialists, supports workflow coordination, identifies opportunities for process improvement, and collaborates with internal business partners to deliver a seamless and consultative banking experience.

The Lead Business Relationship Specialist incumbent will manage and service their own client relationships while also providing leadership, guidance, and support to the Business Relationship Specialist team. 

Company Culture:

At F&M we are committed to community, collaboration, and continuous growth. Guided by our GROW values—Gregarious, Resolute, Original, and Wholehearted—we foster an environment where employees feel empowered, respected, and inspired to make a positive impact on our customers, communities, and one another.

Defining Success in this Role:

Success in the Lead Business Relationship Specialist role is demonstrated by delivering exceptional customer experience, providing proactive and effective support to CRMs and BDOs, maintaining strong portfolio and risk management practices, and serving as a trusted resource and leader to the Business Relationship Specialist team. The successful incumbent promotes collaboration, operational excellence, and continuous improvement while helping F&M build and maintain strong commercial banking relationships.

Essential Duties: 

Customer Experience 

• Fosters a positive F&M customer experience. 
• Responds to customers’ requests/inquiries within 24 hours resolving the request or setting a new expectation.
• Provides administrative and portfolio assistance to assigned CRMs; including but not limited to, helping with the collection of financials, monitoring maturities, loan renewals, and loan reviews.  
• Attends in-person service and sales calls with CRMs/BDOs to promote business relationship building and a positive customer experience. 
• Assists CRMs in initiating credit requests and loan renewals by collecting data and inputting necessary documents into various systems. 
• Assists CRMS with construction loan disbursements.
• Assists Treasury Management with servicing and onboarding tasks. 
• Serves as an escalation point for complex customer service and operational requests, working collaboratively with internal teams to facilitate timely resolution. 

Leadership, Team Support, and Collaboration

• Serves as a subject matter expert and resource to Business Relationship Specialists, providing guidance and support on Processes, procedures, systems, and complex customer or loan-related matters.
• Assists with onboarding, training, and mentoring new and existing Business Relationship Specialists.
• Coordinates team workflow and prioritization to ensure timely completion of customer requests, portfolio management, and administrative responsibilities.
• Provides guidance and support to Business Relationship Specialists in resolving complex or escalated customer, operational, and portfolio-related issues. 
• Collaborates with internal teams, including operations and treasury management, to deliver seamless banking services to clients.
• Supports the sales process by recognizing referral opportunities and actively communicating with F&M banking partners to provide customers with a consultative banking experience. 

Risk Management

• Monitors daily overdrafts and past-due payments.
• Responds to Connect inquiries and Business Relationship Specialist group emails within the hour. 
• Runs credit reports and performs OFAC checks. 
• Accesses various websites to retrieve documents when necessary to complete loan files. 
• Ensures current and accurate Resolution is on file for borrowing purposes and CIP requirements. 
• Communicates daily with Loan Operations, Loan Processing, and Loan Review to ensure errors and missing
• documentation is resolved, and the loan file is perfected. 
• Ensures accuracy of loan documents and extended credit is within policies, procedures, and guidelines. 
• Assists CRMs in evaluating and managing problem loan and collection activities.
• Gathers needed documents from customers for renewals for underwriting purposes. 
• Provides guidance to Business Relationship Specialist