Specialty Account Services Specialist

Job Summary:
The Specialty Account Services Specialist is responsible for end to end servicing of specialty deposit clients within the retail banking division. This role focuses on account opening, account maintenance, and retail transaction support (e.g., cashier’s checks, internal transfers) while ensuring an exceptional client experience, adherence to regulatory requirements, and operational excellence. The Specialist partners closely with Specialty Deposits Relationship Managers, Compliance, Treasury/Operations, and branch teams to deliver timely, accurate, and secure service.

Primary Responsibilities
The duties listed below are some of the duties that may be assigned and may not include all responsibilities that the person in this role may be asked to perform. Incumbent may be required to perform other related duties as assigned.

Account Opening & Onboarding

Facilitate new account setup for specialty deposit clients (business, fiduciary, escrow, IOLTAs/IOREBAs, associations, nonprofits, etc.) following bank policy and regulatory requirements.

Conduct CIP/KYC procedures, beneficial ownership verification, OFAC screening, and due diligence for complex entities.

Coordinate onboarding documentation, signature capture, product selection, and digital banking enrollment.

Account Maintenance & Servicing

Process account changes (signers, addresses, product features, rate/fee updates, stop payments, reissue cards/checks) in accordance with SOPs.

Manage internal transfers, cashier’s check issuance, ACH authorization updates, and wire input with appropriate approvals.

Research and resolve client inquiries, transaction exceptions, and service tickets within SLA.

Retail & Transactional Support

Prepare and issue cashier’s checks; execute internal account-to-account transfers; assist with deposit corrections.

Support branch partners on specialty account workflows, documentation requirements, and escalations.

Monitor daily queues for maintenance, fraud alerts, and operational exceptions, escalating as needed.

Compliance, Risk & Controls

Maintain strict adherence to BSA/AML, Reg CC, Reg E, UDAAP, and privacy standards; follow dual-control and audit procedures.

Ensure accurate recordkeeping, retention, and secure handling of client information.

Identify and mitigate risks; proactively recommend process improvements.

Client Experience & Collaboration

Deliver high-quality, responsive service and maintain strong internal relationships.

Coordinate with Specialty Relationship Managers, Operations, Client Managers, and Compliance to ensure seamless service delivery.

Contribute to knowledge base updates and cross-train peers on specialty deposit workflows.

Process & Continuous Improvement

Observe trends and recommend changes to improve efficiency, accuracy, and client satisfaction.

Participate in user testing for system changes or product launches impacting specialty deposit accounts.

Support training, SOP updates, and internal communications related to specialty servicing.

Qualifications
Required

2–4 years of experience in retail banking, deposit operations, or client services (specialty deposits experience preferred).

Working knowledge of deposit products, account documentation, and retail transaction processing.

Familiarity with CIP/KYC, BSA/AML, OFAC, and other regulatory requirements.

Strong attention to detail, organizational skills, and ability to handle confidential information.

Proficiency with core banking systems and Microsoft 365 (Outlook, Excel, Teams, SharePoint).

Preferred

Experience with specialty accounts (e.g., escrow, IOLTA/IORETA, HOA/POA, nonprofit).

Prior exposure to wire/ACH setup, positive pay, remote deposit capture, and treasury services.

Computer and Office Equipment Skills

Microsoft Office Suite including Word, Excel, and PowerPoint

Physical Requirements

While performing the duties of this job this individual is regularly required to stand for long periods of time, walk, sit, talk, hear, use their hands and fingers (manual dexterity), use a telephone, and occasionally lift and/or move up to 50 pounds.

Specific vision abilities required by this position include close vision, and the ability to adjust focus.

Mental Requirements

The ability to solve problems, make decisions, supervise others, interpret data, organize information, written and oral communication and read/write.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
Encore Bank is an Equal Opportunity Employer. All qualified applicants will receive consideration without regard to race, color, religion, age, ancestry, citizenship, sex, sexual orientation, gender identity, national origin, marital status, genetic information, physical or mental disability, veteran status or any other characteristic protected by law.

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