Business Account and Loan Servicing Representative

TITLE: BUSINESS ACCOUNT AND LOAN SERVICING REPRESENTATIVE
STATUS: NON-EXEMPT
REPORTS TO: SUP - BUSINESS ACCOUNT AND LOAN SERVICING
DEPARTMENT: BUSINESS MEMBER SUPPORT
JOB CODE: 11737
PAY RANGE: $25.02 - $26.50 HOURLY

GENERAL DESCRIPTION:
The role of a Business Account and Loan Servicing Representative requires a dynamic and driven individual with a strong commitment to service excellence. This individual excels in delivering outstanding service, employing effective call handling methods to ensure a positive and memorable member experience. As a Business Account and Loan Servicing Representative, they hold a vital position in strengthening the Business Member Support department. Their responsibilities are to be primary point of contact for business members, responding promptly to inquiries, resolving issues, and providing ongoing support and guidance. Additionally, collaborate with internal teams, including lending, treasury management, and other business partners, to deliver comprehensive solutions to business members.
TASKS, DUTIES, FUNCTIONS:
1. Meet and achieve established performance standards commensurate to grade level with phone efficiency and quality from the Business queue in a fast-paced environment.
2. Resolve business member issues relating to online banking, business deposit products, business lending products and money movement services products.
3. Maintain and effectively leverage a thorough knowledge of Golden 1 Credit Union business deposit and loan policy and procedures.
4. Engage in conversations centered around business member’s needs, specifically focusing on credit, deposit, and servings process needs of the member assist in growing their business.
5. Initiates contact with new members within 2 days of their membership initiation and conducts a follow-up after 2 weeks.
6. Modifying or setting up ACH forms for Commercial Real Estate (CRE), loans, and credit cards.
7. Assist with all requests submitted through the Business Account and Loan Servicing Phone Queues, email boxes, and faxes.
8. Demonstrates advanced Credit Union knowledge, ability to resolve issues, digital support, and escalations with minimum guidance.
9. Foster a positive and engaging work environment. Inspire others through words and actions; ensure positive employee morale throughout Golden 1, by embracing our mission, vision, and core values.
10. Effectively navigates software applications and simultaneously works on multiple screens while resolving member concerns.
11. Maintain a thorough understanding of the state and federal laws and regulations related to credit union compliance that are appropriate to the position.
12. Handles general inquiries and questions from members by demonstrating understanding of member needs, concerns and/or frustrations. Responding by demonstrating care, concern, and an appropriate sense of urgency.
13. Perform multiple internal queues and maintain service levels and regulatory requirements.
14. Proactively conduct a comprehensive needs assessment for our business members, aiming to identify tailored financial products and services that align with their unique requirements and contribute to their success.
15. Deliver exceptional member service while actively listening, efficiently gathering information, understanding member concerns, and resolving issues effectively.
16. Empathize, clear communication, and provide tailored solutions to ensure member satisfaction and loyalty.
17. Educates members about our products to foster loyalty and retention. Identifies opportunities to assist members with Golden 1 product or service offerings and diligently documents interactions in the internal ticketing system.
18. Perform routine tasks such as handling inquiries, resolving problems, and maintaining a high-quality customer experience within the bounds of work guidelines, policies, and regulations.
19. Identify and implement process efficiencies and escalate procedural updates to Sr. and above for approval. Identify and resolve issues that arise outside of the normal course of business.
20. Organize, prioritize, and perform multiple tasks simultaneously while being detailed oriented.
21. Productively works to improve the standard way of doing things, anticipating issues to prevent problems before they occur.
22. Perform general account maintenance, which may include payment corrections.
23. Perform post funding services, such as payoff requests and prepayment penalty calculations.
24. Process loan payoffs, demands, and requests for reconveyance.
25. Field inbound calls and member inquires.
26. Must be able to perform amortizations of Commercial Loans.
27. Meet production deadlines daily while cognizant with quality and quantity in a fast- paced environment.
28. Must dem