Private Banking Specialist - Branch (73504)

About the Role

Self-sufficient, high-level service provider for Relationship Managers’ portfolios. Assist in the cultivation of both consumer and commercial client relationships to provide products and services, lines of credit, and other banking services. Support Relationship Managers to ensure that all aspects of the loan process and related bank relationships are efficient, accurate, and compliant.

Work closely with Loan Operations, lending team, clients, and other outside parties to help manage workflow and facilitate timely loan closings, information integrity, and positive client experiences throughout the life of the loan/relationship. Handle customer transactions, open accounts, facilitate completion of loan paperwork and closings, and answer questions about SouthEast Bank products.

Responsibilities

Customer Service and Products

• Serve as the primary point of contact for information management for clients and lenders. Input and update information in systems proactively to ensure smooth workflow and accuracy.
• Provide excellent customer service by identifying needs, troubleshooting concerns, and following up on inquiries or issues requiring input from other departments.
• Return phone calls and emails in a timely manner.
• Maintain understanding of loan purposes, products, credit, and processing procedures for loan systems. Ensure Bank information is readily available and clearly communicated to clients.
• Assist clients with banking business, including but not limited to:
  • Facilitating transactions, opening new accounts, ordering checks, replacing lost debit cards.
  • Transferring money, researching transaction errors, directing clients to appropriate Bank services.
  • Counseling clients on online banking, bill pay, budgeting, and balancing accounts.
• Assist clients with loan service and maintenance, including opening accounts, loan payments, late fees, updating information, and documents.
• Provide information about Bank products, such as:
  • Personal and business deposit accounts, treasury management services.
  • Consumer loans and lines of credit (HELOC), residential mortgage loans.
  • Small to medium-size business term loans and lines of credit, credit cards, merchant services, and larger real estate loans.

Loan Administration

• Assist the lending team in collecting documents and information for all aspects of the credit and loan function, including applications, loan exceptions, annual reviews, past dues, and loan maturities.
• Work closely with loan officer reports to streamline loan processes, maintain accurate data within the core system, and provide visibility into the portfolio and pipeline.
• Track activity, identify missing information, monitor loan progress, and ensure reports are accurate for quick decision-making.
• Ensure all aspects of the loan function are completed and input into the Bank’s loan systems in a timely, organized, and accurate manner. Verify information for accuracy and completeness.
• Examples of functions include:
  • Credit: CIP, ID, loan information sheet, credit reports, tax cards, appraisals, financials, budgets, contracts, collateral values, tracking lists, application notes, HMDA and CRA fields, relationship staff assignment.
  • Processing: Flood certifications, insurance reports, loan checks, automatic funds transfer forms, loan documentation, disclosures, loan closings.
  • Post-closing: Recording UCCs, perfecting liens.
  • Maintenance: Collateral management, updated financials, contact information.
• Coordinate and schedule loan closings to meet deadlines and policy guidelines. Communicate with clients, lenders, real estate agents, title companies, attorneys, insurance companies, and other relevant parties regarding updates, needed information, and workflow.
• Ensure compliance with the Bank’s policies, procedures, and relevant regulations.
• Assist in pulling reports, filing, coordinating schedules, and other tasks as assigned.

Compliance

• Review and follow the Bank’s information security guidelines to avoid exposure to malware, scams, and fraud. Secure accounts, access, systems, and information proactively.
• Protect confidential information and ensure it is handled appropriately.
• Maintain awareness of policies, procedures, regulations, and laws, including the Bank Secrecy Act, Anti-Money Laundering Act, Red Flags, and lending laws.
• Communicate openly with supervisors about policies, procedures, and job functions. Clarify uncertainties and report suspected violations of policy or law.
• Participate in training sessions and policy updates as necessary.

Other Duties

• Maintain professionalism and focus at work; handle personal matters during personal time.
• Be teachable, flexible, approachable, and helpful.
• Work scheduled and other needed hours at designated locations.
• Assist Management with scheduling and other issues as directed.
• Accept additional work and assist other managers or team members as needed.
• Provide consistently positive, effective, and helpful service to all customers, both internal and external.

Requirements

• High school diploma or equivalent.
• Prior loan processing experience or relevant client care, account, and/or credit experience.
• Understanding of loan documents and terminology.
• Familiarity with loan disclosure requirements.
• Knowledge of loan compliance regulations.
• Strong interpersonal and organizational skills.
• Moderate level of technical aptitude to use computer programs, email, internet, and Microsoft Office products.

Qualifications

Activity

• Ability to operate office equipment, telephones, and computers.
• Ability to communicate fluently in English, in person, in writing, and on the computer.
• Ability to hear, speak, and understand verbal communication.
• Ability to read, write, count, and perform basic math functions.
• Ability to move head, shoulders, neck, and arms freely (e.g., operation of office equipment).
• Manual dexterity and fine manipulation for operating a keyboard, using equipment, and filing.
• Ability to lift up to 10 pounds, grasp, reach, and pull.
• Ability to think, remember, learn new information, and apply cognitive data to job functions.
• Ability to assess and concentrate on mental and physical job tasks to see them to completion.
• Ability to work with others to share information and solve problems.

Preferred Qualifications

• Basic knowledge of Bank loan, trust, and investment center products.
• Experience as a loan assistant, closer, processor, or equivalent.

Distinction of Duties by Level

• Private Banking Specialist I:
  • Operational and/or training position; must learn and handle consumer or commercial loan operations and banking transaction activities.
  • Follow policies and procedures, show a positive and professional attitude, and excel at client service.
• Private Banking Specialist II:
  • Experienced position; competent in handling loan functions and managing client relationships.
  • Experience opening most types of accounts and handling banking transactions.
  • Understands compliance and related banking regulations.
• Senior Private Banking Specialist:
  • Advanced experience position; go-to person for questions and unusual loan/service situations.
  • Fully understands how to open, maintain, and close all types of accounts, and handle both commercial and consumer loans.
  • Trains other team members and provides guidance on handling situations through bank policy and procedures.
  • Provides stellar client service, mostly independently.

Additional Requirements by Level

• Required for all levels:
  • High school diploma or equivalent.
  • Positive attitude and pleasant disposition, even under pressure.
  • Banking and/or lending experience.
  • Good organizational skills.
• Private Banking Specialist I:
  • At least three (3) years of lending assistant experience or equivalent other banking experience.
  • Understanding of loan documents, terminology, and disclosures.
  • Ability to open and maintain most types of accounts.
  • Experience and competency supporting client relationships.
• Private Banking Specialist II:
  • At least five (5) years of lending assistant experience or equivalent other banking experience.
  • Must understand and handle both consumer and commercial loans and accounts.
  • Experience assisting customers and other bankers with complicated transactions, accounts, and loans.

Preferred Experience

• 2-3 years of banking experience.
• Loan/credit experience.
• Customer service experience.
• Knowledge of banking regulations related to lending.
• 3-5 years of combined retail banking and lending experience.
• Extensive experience with consumer and commercial loans.
• Extensive customer service and account management experience.
• 5-7 years of combined retail banking and lending experience.
• Experience as a lender, lending assistant, processor, or equivalent.
• Extensive experience opening all types of accounts.