Processing and Funding Team Lead

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GENERAL FUNCTION: Supports the operational and procedural needs of the Processing and Funding Teams (Regional Credit Center), responding to incoming inquiries via telephone and any other issues. Maintains an in-depth working knowledge of all RCCproductsand processes (both equity and non-equity). Quickly and efficiently promotes excellence in employee and customer experience. Assists in the development of team members and is a subject matter expert for RCC employees. Facilitates efficient andeffectiveworkflow, monitors productivity, manages reporting and ensures staff compliance with RCC and Bancorp policies and procedures.

Responsible and accountable for risk by openly exchanging ideas and opinions, elevating concerns, and personally following policies and procedures as defined. Accountable for always doing the right thing for customers and colleagues, and ensuresthatactions and behaviors drive a positive customer experience. While operating within the Bank' s risk appetite, achieves results by consistently identifying, assessing, managing, monitoring, and reporting risks of all types.

ESSENTIAL DUTIES AND RESPONSIBILITIES:
. Maintain an in-depth, working know ledge of all equity and non-equity loan products and services as they relate to retail procedures, operational procedures, and loan policies
. Respond to inquiries from Financial Centers regarding products, systems and/or operational procedures in the RCC and the Processing and Funding team.
. Review exception reporting to ensure all tasks are completed.
. Assist with customer inquiries from internal and external customers in researching and resolving questions and/or issues related to processing and booking of a loan.
. Prepares and distributes quality performance reports, recommend process improvements and support implementation.
. Enlists and coordinate assistance from Underwriting, Pre-Book Auditing, or Retail Banking to advise on specific transaction issues and unresolved matters pertaining to transaction documentation when appropriate.
. Assist management with pipeline volume to ensure timely daily workflow.
. Assist back office accounting with balancing funding general ledger accounts used for RCC Consumer Loan funding transactions.
. Interact with outside consumers and internal branch manager's in order to resolve servicing issues regarding loan closings and funding issues.
. Apply Customer Experience principles to each interaction ensuring a pleasant experience for our Financial Center Representatives.
. Act as a Trusted Advisor, proactively educating the Processing and Funding team and Bankers with each interaction.
. Appropriately maintain and reference the resources available to our Bankers and Processing and Funding team.
. Escalate appropriate issues to management when dictated by volume and severity.
. Instruct end users in the use of software, reference materials and procedures.
. Work with various internal departments on solving banking center and customer problems.
. Serve as Processing and Funding teams Representative in the review of updates to existing procedure and newly developed procedures.
. Maintain weekly and monthly reporting for team goals; provide feedback to leadership regarding goal recommendations.
. Serve as subject matter experts; lead training and development of new hires
. Identify and assist in ongoing training and customer service opportunities for existing Pre Close, Processing and Funding teams
. Work with management on reoccurring issues and assist in prevention and faster resolution of those items.
. Create and supervise day-to-day staffing schedule.
. Professionally work with other members of management team to address problems when they arise.
. Identify individual and group training needs and work with the management team to develop the best approach for improvement.
. Create team meeting agendas and meetings from team feedback and observed concerns; maintain meeting minutes afterwards.
. Identify and work with group on employee engagement activities.
. Manage Kofax QC queues.
. Perform any other duties as assigned.

SUPERVISORY RESPONSIBILITIES: Under minimal supervision, mentor a team of Pre Close, Processing and Funding Employees. Ensures that team members meet and strive to exceed goals, and adhere to the Bank's policies and procedures, apply RCC policyandexcellent customer service.

MINIMUM KNOWLEDGE & SKILLS REQUIRED:
. Bachelor's degree or equivalent work experience preferred.
. Experience as a Pre Close, Processing or Funding team member [or Equivalent Experience]
. Four years minimum serving in a customer service and lending capacity
. Expert know ledge of le