Business Banking Customer Advocate - Any Location

Business Banking Customer Advocate JOB SUMMARY:
This role is responsible for supporting multiple business functions including but not limited to underwriting support, customer onboarding, customer support, sales support, and basic technical support. This position requires a highly adaptable, customer-focused professional who can effectively balance analytical, operational, service, and technical responsibilities while maintaining accuracy, professionalism, and a strong sense of ownership. The individual serves as a key resource for customers and internal teams, helping ensure a seamless experience throughout the customer lifecycle.

Business Banking Customer Advocate ESSENTIAL FUNCTIONS (RESPONSIBILITIES):

* Reviews applications, supporting documentation, financial information, eligibility requirements, and risk indicators to provide accurate underwriting support and recommendations.

* Coordinates customer onboarding activities including account setup, documentation collection, implementation support, product education, training, and adoption assistance.

* Provides exceptional customer service by responding to customer inquiries, resolving issues, and maintaining ownership of customer requests through completion.

Supports sales teams by assisting with customer inquiries, account information, proposals, documentation requests, follow-up activities, and implementation handoffs.
Troubleshoots basic technical issues including system access concerns, portal navigation questions, software functionality, and user-experience challenges while escalating complex issues appropriately.

* Creates, maintains, and updates process documentation, standard operating procedures, workflow guides, job aids, training materials, and knowledge base articles.

* Documents customer interactions, workflow activities, operational processes, and support resolutions accurately and consistently.

* Maintains compliance with company policies, service level expectations, regulatory requirements, confidentiality standards, and established operational procedures.

Identifies process improvement opportunities, recommends practical solutions, and assists with implementation of operational enhancements.
Exercises awareness with regard to possible suspicious activity, money laundering or fraudulent behavior and reports any such incidents to the BSA department. Performs all job functions in compliance with all company policies and federal, state, and local laws and regulations as applicable to the position, including, but not limited to BSA/AML, OFAC and GLBA/privacy rules.

* Performs related responsibilities as required or assigned.

Business Banking Customer Advocate REQUIRED QUALIFICATIONS:

Knowledge/Skills/Abilities
Thorough working knowledge of technical troubleshooting concepts and the ability to assist users with basic system, software, and access-related issues.
Excellent customer service, active listening, verbal communication, and problem-resolution skills
Strong problem-solving skills and curiosity to understand root causes.
Ability to create clear and effective documentation including procedures, workflow guides, job aids, and knowledge base content.
Ability to support sales processes including customer follow-up, proposal assistance, CRM updates, and customer transitions.
Exemplifies the Gateway Values: Growth Oriented, Make a Difference, "Get it Done" Attitude, Team Player, Do the Right Thing.

Equivalent Education/Experience
Associate's or Bachelor's degree in business, finance, operations, technology, customer service, or a related field preferred.
2-4 years' experience in customer support, sales operations, onboarding, underwriting support, technical support, account management, business operations, or a related environment.
Experience working with CRM systems, ticketing platforms, customer portals, Microsoft Office applications, and workflow management tools.

Business Banking Customer Advocate SPECIAL JOB DIMENSIONS:

None.

NOTE: The essential job functions and associated qualifications contained in this document describe the general nature and level of the work performed. They are not intended to represent an exhaustive listing or be inclusive of all aspects of the job. The tasks and procedures involved in the performance of the essential job functions may vary from day-to-day. Major changes in areas of responsibility may occur, as directed by management, and will require revision of this job description.