Service Officer/Lead Service Officer - Commercial Core Client Servicing

Location:

4910 Tiedeman Road - Brooklyn, Ohio 44144

This role could be filled at either the Service Officer or Lead Service Officer level depending upon skills and experience of the qualified candidate.

Must be local and able to report to the Tiedeman Offices (Brooklyn, OH) 1-3 days per week.

SERVICE OFFICER

Job Brief:

Responsible for either closing or servicing moderate to highly complex commercial loans, both real estate and non-real estate secured, syndicated, or non-syndicated in accordance with credit approval, risk management and loan documentation. This process includes loan servicing system input, balancing and related research. Other primary duties include analyzing business needs, translating them into business and/or technical requirements, collaborating with stakeholders across the organization to deliver effective solutions. You will play a crucial role in bridging the gap between servicing teams, client facing line of business teams and technology teams to ensure projects are aligned with strategic goals and delivered timely and efficiently.  You will be responsible for creation and maintenance of detailed documentation, including user stories, use cases, process flows, data flow diagrams, and system specifications.  The incumbent is responsible for performance of special instructions and follow up for accurate and timely completion of transactions ensuring compliance with established policies, procedures, and service level agreements. The incumbent will participate in and lead special projects as needed, participate as a team member dedicated to supporting the growth and servicing of the portfolio, providing the highest quality of customer service and satisfaction for internal and external customers alike.

Under limited supervision, the Service Officer (SO) is primarily focused on execution of complex processing, data preparation/analysis, operational and/or administrative work following defined and sometimes undefined procedures.  The SO is responsible for following established guidelines to identify and resolve problems, manage projects and a queue of escalating issues as needed, and contributing to workflow or process change and redesign.  Individuals in this position should form a strong understanding of systems, data analytics, forecasting, process improvements and standardization.

Job Responsibilities:

• Working knowledge of business requirements of clients and loan related transactions and other related applicable products in a high-volume environment; provides expertise to others.
• Identify, analyze, and balance gray areas of risks/exceptions, provide solutions and/or elevate to obtain appropriate approvals as necessary, and communicates issues to management and/or LOB as needed; understands the importance of balancing service and risk.
• Intermediate to expert understanding of role specific systems utilized which requires strong data integrity and attention to detail.
• All pre- or post-closing services for assigned portfolio of moderate to highly complex loan structures.
• Proactively drive the process through collaboration, communication, and a focus on client centricity with all parties; work seamlessly with the LOB, other internal partners, third parties, bank groups/syndications, etc.
• Independently manage assigned work with limited oversight from manager; offer assistance to others as time permits.
• Assist or lead projects and initiatives (e.g. enhance commercial lending platform, support control environment) and offers suggestions to support a continuous improvement mindset.
• Initiates and is accountable for fiduciary responsibilities for various monetary transactions and general ledger accounting including advances, payments, closing fees.

Essential Job Functions:

• Delivers distinctive personalized service to external and internal clients; participates in client meetings and sales team meetings when appropriate.
• Works in tandem with the RM and Borrower to take ownership of proper tracking and/or remediation of documentation exceptions.
• Uses independence of thought to solve complex problems and should be seen as an expert by others. 
• Recommends and implements programs to solve complex issues, contributes to workflow or process change and redesign, and forms a strong understanding of the specific product or process
• Accountable for complex reporting and analysis requests
• Organizes, records, process, services the production of various activities of the team.
• Is fully proficient in duties and works under limited to no supervision
• Seen as a subject matter expert across the line of business and delivers subject-matter expertise