Lead Business Support Specialist

Position Title: Lead Business Support Specialist

Department: Retail

Reports To: Vice President/Market Integrator

FLSA Status: Non-Exempt

Supervisory Responsibilities: None

Job Summary

The Lead Business Support Specialist leads the bank’s Business Products & Services department, overseeing all business banking products and digital services. This position is responsible for managing product delivery, driving adoption, and enhancing the customer experience across the bank’s suite of business solutions—including Business Digital Banking, ACH for Business, Wires for Business, Remote Deposit, Positive Pay, Lockbox, Bill Pay for Business, Merchant Services, Autobooks, and other digital or treasury-related services.

The role collaborates directly with business clients, relationship managers, and internal teams to recommend and deliver solutions that help businesses succeed. Responsibilities include product education, client onboarding, relationship management, and technical support—ensuring both customer satisfaction and operational efficiency. This position also identifies product enhancements, improves processes, and ensures all services meet compliance, risk, and regulatory standards.

Key ResponsibilitiesProduct & Service Leadership

• Serve as the subject matter expert and lead resource for the bank’s full suite of business

banking products and digital services.

• Promote, present, and sell business banking services to new and existing business clients.
• Lead client onboarding, training, and ongoing support to ensure a smooth and confident

customer experience.

• Manage product underwriting and risk evaluations for applicable services such as ACH,

Wires, Remote Deposit, and Lockbox.

Client Relationship Management

• Build and maintain strong, long-term relationships with business customers and internal

teams.

• Conduct regular customer check-ins, account reviews, and proactive outreach to identify

evolving business needs.

• Represent the bank at networking, business development, and community events to build

connections and promote services.

Operational & Technical Support

• Serve as the technical liaison for business services, working across multiple platforms and

systems to resolve issues and implement solutions.

• Monitor product usage, customer satisfaction, and operational performance; recommend

process improvements and identify emerging opportunities.

• Create and maintain internal procedures, training resources, and product documentation

for staff and customers.

Internal Collaboration & Training

• Train and educate internal staff on business products to enhance cross-departmental

knowledge and collaboration.

• Collaborate with the communications team to ensure consistent messaging and support

across all business service communications and customer touchpoints. (responsible for

business-related questions or escalations that require deeper technical knowledge)

• Work closely with relationship managers, communication center and other teams to

ensure seamless product delivery.

Compliance & Risk Management

• Ensure full compliance with all banking regulations, internal policies, risk management

protocols, and cybersecurity standards.

• Stay informed on industry trends, competitor products, and evolving technologies that

impact business banking services.

Knowledge, Skills, and Abilities

• Strong understanding of business banking products such as ACH, Remote Deposit, Wires,

Positive Pay, and digital banking platforms.

• Familiarity with risk management and underwriting procedures for treasury management

services.

• Excellent written and verbal communication skills with the ability to explain complex

products in simple, clear terms.

• High level of technical competency and ability to adapt quickly to new platforms.
• Proven relationship management skills with a customer-first mindset.
• Proactive problem solver with strong organizational skills and attention to detail with the

ability to manage multiple projects.

• Committed to ongoing learning, industry engagement, and professional growth.

Education & Experience

• Bachelor’s degree in business, finance, or related field preferred; equivalent work

experience considered.

• 6-10 years of banking experience, with a focus on business banking, cash management, or

digital banking services.

• Experience with Jack Henry banking software, including Business Online Banking is

preferred

• Demonstrated success in business product customer onboarding and relationship

management.

• Experience working in a collaborative, cross-functional team environment.

Bank of the Flint Hills is an Equal Opportunity Employer. We are committed to creating an inclusive environment for all employees.

Benefits:

• 401(k)
• 401(k) matching
• Employee assistance program
• Health insurance
• Life insurance
• Paid time off

Work Location: In person