Business Member Support Account Servicing - Business Member Support Account Servicing Specialist

TITLE: BUSINESS ACCOUNT LOAN SERVICING SPECIALIST
STATUS: NON-EXEMPT
REPORT TO: SUP - BUSINESS ACCOUNT AND LOAN SERVICING
DEPARTMENT: BUSINESS MEMBER SUPPORT ACCOUNT SERVICING
JOB CODE: 11635
PAY RANGE: $28.00 - $30.00 HOURLY

GENERAL DESCRIPTION:
The Business Member Support Account Servicing Specialist provides support in providing exceptional service and support to our business members. The primary responsibility will be to assist business account holders with various inquiries related to their accounts and loans. Responsibilities include handling incoming calls and emails from business banking customers regarding account inquiries, and servicing requests. Including provide comprehensive assistance and guidance to members on account maintenance, loan options, repayment schedules, and other related topics. Engaging proactively in conversations centered around the specific credit, deposit, and servicing needs of business members, they contribute to a tailored and member-centric approach. Additionally, The Business Account and Loan Servicing Specialist will communicate via phone and/or email with members, staff, vendors, and third parties to address complex issues. They also offer support to leadership as required.
TASKS, DUTIES, FUNCTIONS:
1. Proactively identify and resolve member issues to ensure a seamless experience. Utilize problem-solving skills and company resources to troubleshoot and resolve member concerns efficiently.
2. Foster a positive and engaging work communication skills, attention to detail, and a strong commitment to accuracy and compliance with laws and regulations related to credit union compliance.
3. Assist business members with opening new accounts, ensuring a smooth onboarding experience while identifying opportunities to add value through tailored products, services, and financial solutions.
4. Review, analyze and report onboarding processes or challenges that require research, evaluation, and selection of alternatives.
5. 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.
6. Reaches out to members within three days of initiating their membership to begin the onboarding process, including system demonstrations.
7. Process all complex requests submitted through the Business Member Support Account Servicing, email boxes and online banking platform.
8. Review queue and ensure all workflows are in SLA. Expedite service requests as needed.
9. Assist in compiling data to help complete periodic audits of business lending operations, documenting compliance with state and federal regulations and policies and procedures.
10. Resolve business member issues relating to online banking, business deposit products, business lending products and money movement services products.
11. Maintain and effectively leverage a thorough knowledge of Golden 1 Credit Union business deposit and loan policy and procedures.
12. Identify problems that create inefficiencies and recommend operational improvements within all areas of online account opening processes.
13. Assist internal business partners in resolving inquiries or issues relating to Commercial and Business Lending servicing matters.
14. Ensures confidentiality of all member and credit union information.
15. Maintains current knowledge of all Golden 1 products and services, as well as of policies and procedures.
16. Organize, prioritize, and perform multiple tasks simultaneously while being detailed oriented.
17. Perform general and complex loan maintenance, which may include rate changes and payment corrections.
18. Work, create and analyze reports necessary to ensure work is completed according to required timelines, procedures, and regulations. Perform necessary research and actions based on report findings, notifying management of status, any issues, and proposed resolutions. Field inbound calls and member inquires.
19. Modifying or setting up ACH forms for Commercial Real Estate (CRE), loans, and credit cards.
20. Perform complex operational and member support initiatives
21. Meet production deadlines daily while cognizant with quality and quantity in a fast-paced environment.
22. Must demonstrate functional knowledge of all compliance courses on an annual basis and must review and pass all regulatory tests and courses pertaining to their job functions including internal credit union policies.
23. Maintain effective communication with all Credit Union employees to ensure coordination and exchange of information for accomplishing Credit Union goals.
24. Participates and contributes to a positive teamwork environment, which encourages team commitment to corporate, division, and departmental goals.
25. Actively con