Processing & Service Representative/Senior Specialist

About the role

Under the direction of the Senior Processing and Servicing Specialist, Supervisor, or Manager, this position is accountable for the accurate and timely processing and servicing of loan requests received from various sources and business units while ensuring validation and compliance requirements are followed.

Responsibilities

• Performs various back office tasks for most consumer loans, commercial loans, small business loans, dealer flooring lines, etc. Tasks include, but are not limited to: booking, funding, payoff, maintenance, processing of advances and payments, charge-off processing, and daily balancing.
• Handles customer issues and concerns, professionally responding to customer requests.
• Manages large volumes of work quickly and accurately in a fast-paced environment.
• Reviews, prepares, responds to, balances, processes, and/or submits various accounting documents, reports, and files to internal departments, government agencies, and outside companies.
• Maintains tickler files for Collateral Insurance, LOC (Legal Ownership Certificate), Flood Insurance, etc.
• Ensures all documents, reports, and files are accurately submitted, recorded, and maintained in accordance with department, regulatory, and Bank guidelines.
• Researches and responds to routine and non-routine customer inquiries and correspondence.
• Assists in meeting department goals and objectives by completing assigned projects.
• Performs all other miscellaneous responsibilities and duties as assigned.

Requirements

• High school diploma or G.E.D.
• Proficiency with personal computers in a networked environment and Microsoft applications (Outlook, Word, Excel, Access, and PowerPoint) or similar software.
• Knowledge of or ability to use Bank software and systems.
• 10-Key by touch is highly recommended.
• Good written and verbal communication skills with a customer service orientation.
• Self-starter able to work with a sense of urgency to meet deadlines.
• Flexible, detail-oriented, and organized.
• Critical thinking skills.
• Good attendance record.
• Able to work flexible hours including holidays, weekends, and evenings as needed or assigned.
• Able to quickly adapt to changes in the electronic environment.
• Able to lift up to 25 pounds and push a mail cart weighing up to 25 pounds.
• Ensures compliance with applicable laws, regulations, regulatory requirements, and Bank policies and procedures, including those related to Fair Banking, Anti-Money Laundering laws and regulations, Bank Secrecy Act, and USA PATRIOT Act.

Qualifications

• Level 1: Minimum 2 years branch or other bank experience preferred, or at least 2 years of experience in a highly productive customer service environment or equivalent work experience.
• Level 2: Minimum 2 to 3 years of lending or bank experience preferred or 3 years in a highly productive back-office operations setting or equivalent work experience.
• Level 3: Minimum 3-4 years of prior branch or banking experience or 4 years of experience in a highly productive operations work environment, preferably in loans or equivalent work experience.
• Senior Level: Minimum 3 years in banking operations / financial services high-production operations work environment, preferably in loans, customer service, insurance, etc., or equivalent. Should have at least one year of experience as lead/team leader/supervisor.