Business Services Manager

Summary

The Business Services Manager (BSM) is responsible for developing, managing, and supporting business and commercial member relationships for the credit union. In conjunction with the Chief Lending Officer (CLO), this role serves as the primary relationship and coordination point for business members seeking credit and related financial services, guiding them through inquiry, application intake, account onboarding, and ongoing engagement. The BSM facilitates information gathering, internal coordination, and member communication throughout the credit process while adhering to established policies, procedures, and internal controls but does not have loan approval or underwriting authority. The individual in this role demonstrates and promotes the credit union’s philosophy, values, and commitment to member service.

Duties & Responsibilities

1. Business Member Relationship Management & Initial Assessment

• In conjunction with the CLO, serve as the primary relationship contact for existing and prospective business members.
• Engage members in discussions to understand financing objectives, business needs, and overall financial goals.
• Conduct initial, non-decisioning reviews to assess alignment with credit union products, policies, and risk appetite.
• Identify requests that may involve policy considerations or heightened complexity and refer them to Chief Lending Officer.
• Determine whether inquiries should proceed to a formal application or conclude at the exploratory stage.

2. Application Intake & Business Account Onboarding

• Serve as the first line of defense for the business department by performing thorough application intake and account onboarding reviews to identify potential fraud, misrepresentation, or criminal intent in accordance with BSA/AML and internal risk management standards.
• Coordinate the collection of completed applications, member authorizations, and required disclosures.
• Clearly communicate documentation requirements, process steps, and anticipated timelines to members.
• Submit complete and accurate application packages, including system setup in Abrigo for underwriting.
• Accurately open and redeem share certificates for business members.
• Work together with the VP of Operations to establish and support business Bill Pay services.
• Assist in developing and maintaining a procedure manual for business deposit accounts.

3. Underwriting Support & Internal Coordination

• Provide relationship context, borrower background, and qualitative information to support the underwriting process.
• Act as a liaison between members and underwriting staff to address questions and obtain additional documentation as needed.
• Review proposed structures and terms for consistency with member discussions and approved credit intent.

4. Credit Decision Communication

• Communicate credit decisions, conditions, or declinations to members in a timely, professional, and member-focused manner.
• Assist members in understanding approved terms, conditions, and required next steps.

5. Commitment Letter & Credit Documentation Preparation

• Prepare and distribute commitment letters and loan worksheets in accordance with approved credit terms and credit union standards.
• Review commitment details with members to ensure clarity and understanding.
• Obtain member acknowledgments, signatures, and required deposits or fees.

6. Due Diligence Coordination

• Serve as the primary member-facing contact during the due diligence process.
• Coordinate member access and scheduling for appraisals, inspections, environmental reports, and other third-party reviews.
• Manage member expectations regarding timelines, findings, and outstanding conditions.
• Escalate material issues or concerns to Chief Lending Officer as appropriate.

7. Documentation & Closing Support

• Review closing documents for accuracy and alignment with approved business terms.
• Coordinate member questions related to documentation and closing logistics.
• Confirm member readiness for closing and funding.
• Attend closings as needed to support a positive member experience.

8. Ongoing Relationship & Account Support

• Maintain long-term relationships with business members following loan closing.
• Conduct periodic site visits and relationship reviews.
• Identify renewal, modification, and cross-service opportunities aligned with credit union objectives.
• Coordinate future credit requests and renewals with internal lending teams.
• Serve as the initial contact and coordinator for business check hold releases and business check signoffs.

9. Loan Servicing & Maintenance

• Perform applicable loan maintenance functions within the Flex and Abrigo system.
• Complete final document imaging and secure storage.
• Utilize designated software to assist in collateral tracking, tickler tracking, and document tracking.
• Monitor and maintain all collateral/UCCs and insurance for business loans (including annual UCC lien search and Certificate of Good Standing searches of all business loans).
• Monitor construction loans to ensure that we are within limits per the construction draw schedule.
• Process weekly construction draw requests (Shared basis with Mortgage Loan Servicer).
• Prepare BND reports as needed.

Work Environment

This job operates in a clerical office setting. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines.

Physical Demands

While performing the duties of this job, the employee is regularly required to sit and use hands to finger, handle, or feel objects, tools, or controls. The employee regularly is required to walk, talk, carry, hear, and reach with hands. The employee must occasionally lift and/or move up to 30 pounds, stand, crouch, stoop, kneel or crawl.

Position Type/Expected Hours of Work

This is a full-time position. Days and hours of work are Monday through Friday, 7:30 a.m. to 5:30 p.m. Evening and weekend work will be required as job duties demand.

Railway Credit Union is an Equal Opportunity Employer.

Job Type: Full-time

Pay: $5,200.00 - $7,200.00 per month

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee discount
• Health insurance
• Paid time off
• Vision insurance

Education:

• Associate (Required)

Experience:

• banking: 1 year (Required)

Work Location: In person