Business Account and Loan Servicing Senior Specialist

title: business account and loan servicing sr specialist
status: non-exempt
report to: sup - business account and loan servicing
department: business member support
job code: 11636

pay range: $30.31 - $35.00 hourly

this position assists the business account and loan servicing supervisor with directing and overseeing the department’s daily workflows. Perform duties to support advanced operational functions for the servicing and maintenance of business accounts and loan products. Communicate through phone or email with members, staff, vendors, and third parties to provide assistance on complex business accounts and loan servicing issues. Coordinates and/or participates in projects for systems, procedures, and process enhancements.

Provide support to assigned team as needed. This position will help support the compliance reviews indirectly and directly as needed. Participates in the planning, organizing, directing, and monitoring of all the business activities in the department’s oversight. Partner with other business areas in support of servicing our members. Provides support in leadership and continually demonstrates initiative through the development and implementation of projects designed to increase department efficiency and enhance individual proficiencies.

Provides management with recommendations to improve efficiency and maintain effective policies and procedures.

• participate in planning, organizing, directing, and monitoring business activities in business account and loan servicing. As necessary, document activities, follow-up and resolve problem solutions.
• 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.
• oversee and process complex requests submitted through the business account and loan servicing queues, email inboxes and faxes.
• responsible for ensuring service excellence to all credit union staff, external business partners, and members of the golden 1 credit union by continually reinforcing our mission, vision, and core values.
• monitor queue news and ensure all workflows are in sla. Expedite service requests as needed.
• be a subject matter expert for the loan servicing system regarding fee management and system settings, credit bureau reporting and adherence to all regulatory requirements.
• monitor business loan portfolio including rates, and applicable system tables, to ensure periodic rate changes take effect according to prescribed timelines, in alignment with member loan documentation and in response to direction from leadership.
• assist with the developing, testing, implementation, and document effective process controls to ensure that all processes are in compliance with regulatory requirements and working as intended.
• identifying opportunities to promote additional banking services.
• promote and support the member experience within a digital platform.
• monitor, periodically evaluate, and report risk associated with the loan portfolio as it relates to corporate credit union risk controls, and department standards.
• ensure effective cross-collaboration and teamwork with all internal and external stakeholders by proactively developing and nurturing mutually beneficial partnerships.
• responsible for production and service- related goals by driving service production, managing the pipeline, eliminating bottlenecks, and ensuring optimal service levels and member experience at all times.
• monitor general ledger accounts associated with department tasks, including the review and prudent use of member accommodation.
• key tasks including auditing and first line quality control on loan products and changes made by the team, and in partnership with our internal qc team.
• create and maintain production reports and send required reporting to appropriate parties daily, weekly, and monthly.
• meet production deadlines daily while cognizant with quality and quantity in a fast-paced environment.
• support quality control and risk assessments
• coach and train employees along with evaluating department needs. Assist with performance appraisals for staff.…