POSITION SUMMARY: Performs tasks to support the loan servicing group. Processes payoffs, handles customer service inquiries, assist with monthly reconcilements, prepares and reviews documents for accuracy and completeness.
This list is not to be construed as exclusive or all-inclusive; other duties may be required and assigned.

QUALIFICATIONS

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skills, and ability required.
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

EDUCATION REQUIREMENTS AND EXPEREIENCE

• High School Diploma or GED
• Minimum 6 months experience in a customer service industry.
• Some college background preferred; business or related degree is a plus
• Detailed knowledge of lending products, including residential, consumer and commercial.
• Experience in solving practical problems and the ability to resolve problem with a variety of variable in situation where only limited standardization exists.
• Experience in developing, training, leading, inspire and motivating teams.
• Strong knowledge of PC skills to include Microsoft office products.
• Prefer knowledge of Jack Henry, Laser Pro and MortgageBot.

KNOWLEDGE, SKILLS AND ABILITIES:

• Language Ability:
• Must be able to read, write, speak and understand the English language
• Mathematical Skills:
• Ability to add subtract, multiply, and divide in all units of measure, using whole numbers common fractions and decimals
• Ability to perform basic mathematical calculations; add, subtract, multiply, and divide.
• Cognitive Demands:
• Demonstrated understanding to carry out instructions furnished in written, oral and diagram form
• Identifies and resolves problems in a timely manner
• Ability to prioritize and plan work activities
• Ability to organize tasks and work area
• Demonstrates an interest in working in banking.
• Competencies:
  Customer Relations – Interact and maintain positive customer relationships by treating customers in a polite and courteous manner; Manages difficult or emotional customer situations; responds promptly to customer needs; Treat people with respect; inspires the trust of others, works with integrity and ethically. Upholds organizational values; excellent oral and written communication skills, as well as exceptional customer service skills
  Judgement – Applies policies/procedures to the individual situations of customers; effectively explains policies/procedures to customers or prospective customers. Determines which situations should handle versus those that should be handled by a supervisor/manager.
  Attention to Detail – Reviews and own work and avoids mistakes/errors by performing activities that require the application of basic mathematical and reasoning skills; Excellent organizational and follow-through skills.
  Business Acumen – The ability to obtain essential information about a situation, focus on the key objectives, recognize relevant options available for a solution, select an appropriate course of action and set in motion an implementation plan to accomplish the end goal. Make adjustments as necessary to keep the activity moving forward.

PHYSICAL REQUIREMENTS

The physical demands described below are representative of those that must be met by an individual to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
How much on-the-job time is spent in the following physical activities? Show the amount of time by checking the appropriate boxes below.
None
1/3
2/3
Over 2/3
Stand, Walk
X
Sit
X
Use hands, handle or feel
X
Reach with hands and arms
X
Climb or balance
X
Stoop, kneel, crouch or crawl
X
Talk or hear
X
Does this job require that weight be lifted or force be exerted? If so, how much and how often? Check the appropriate boxes below.

• Services current loan portfolio.
• Ensures accurate data entry of new loans, disbursements, extensions, payments and payoffs.
• Process and input commercial property loans.
• Process and input non-real estate loans.
• Post-closing residential real estate processing including recording, disbursement, invoice payment, upload to core and document image retention.
• Maintain bank’s loan records including imaging documents and filing.
• Answers telephone, email and walk-in clients with routine inquiries regarding insurance, escrow, payoffs, payment history, and other loan details.
• Become a subject matter expert on all available products and relevant guidelines, policy and procedures for those products.
• Organized, detail-oriented, and comfortable dealing with numbers.
• Must be able to think “outside of the box” to obtain the required information.
• Communicate documentation requests with lenders, vendors and customers and perform follow up to ensure requested documentation is received and imaged in a timely manner.
• Process and document construction draw requests. Works closely with builders, surveyors and lenders.
• Prepare monthly reports for vendor payments and audits.

Client Satisfaction

• Maintain high expectations and standards for quality customer service
• Support bank goals
• Pleasant, respectful, and courteous in all interactions with clients and co-workers

Staff Development

• Attend and participate in-service scheduled training, educational classes and meetings to maintain current and compliant.
• Attend and participate in required on site BSA/AML, IT, HR and Compliance in-service training programs as mandated by federal, state and local regulatory agencies and Brannen Bank policy.
• Satisfactorily complete all required Bank Secrecy Act/Anti-Money Laundering/OFAC compliance

training and comply with all regulations which apply within the scope of the position

Safety

• Report all accidents and incidents observed
• Identify emergency situations and respond appropriately
• Follow established policies and procedures for worker
• Report all hazardous conditions and equipment to supervisor immediately
• Operate all equipment in a safe manner.

General Responsibilities

• Complete all assigned tasks in a timely manner as instructed by supervisor
• Adhere to work schedules in completing and performing assigned tasks
• Cooperate with department personnel, as well as other bank personnel to ensure that services can be adequately maintained to meet the needs of the client
• Adhere to established employee policies