Position Description:
KS StateBanks government and non-profit lending offers a vital service to cities, counties, schools, fire districts, and other municipal entities by helping them secure the financing necessary to grow and serve their community. Our employees work to live up to our mission: providing incomparable knowledge, outstanding solutions, and exemplary service. But our mission isnt just for our external clients; KS StateBank also strives to achieve mutual investment in their employees for long-term organizational and personal success. Our Government Finance Division, located at the Farm Bureau location in Manhattan, Kansas, currently has an open position for a Processing Associate in our Client Relations department.
This position is the direct link between our sales and operations departments. Your workload will consist of an individual pipeline of loans that youve worked from start to finish, as well as working with the team to assist others when necessary. Duties include a combination of performing outbound calls and emails to gather information for the loan, while responding to inbound phone and email inquiries. Additionally, client documentation needs to be obtained and data entered into the appropriate electronic systems in order to finalize the loan documentation process. Because youll have a portfolio of multiple contracts, and work with various internal and external clients, the ability to build and maintain relationships is important, but should not occur at the expense of accuracy. Those who enjoy using their previous knowledge and experience to solve problems and make decisions, and who gain satisfaction from completing a task on-time and without errors, will thrive in this position.
This is a full-time position; Monday through Friday. Wages start at $17-20 per hour based on experience.
Employee benefits include 401k, health, dental and vision insurance and paid time off.
Job Responsibilities:
Flexibility
Understands that the department is a fast-paced environment. Is open and willing to accept change, as the workload can be influenced by outside factors (such as time zones and work schedules of clients and vendors nation-wide)
Responds to multiple requests from clients, sales team, and funding department. Able to compartmentalize duties and focus on whats immediately required for successful completion of tasks.
Works diligently to identify potential issues that may delay funding and acts quickly to resolve these. Is not easily distracted by surroundings and can function well in an environment where there are many factors at play.
Demonstrates the ability to quickly and systematically manage abrupt workload changes, such as quickly obtaining corrected information for an impending funding
Personal Accountability
Understands and can identify deadlines throughout the day and strives to prioritize workload accordingly
Recognizes feedback from the funding team or Doc Audit Associate as an opportunity to improve, and works to incorporate those suggestions
Willingness to take ownership of portfolio of loans and daily corrections needed to close the loan, as well as cultivating relationships with clients
Demonstrates the ability to monitor ones work for errors, manage time efficiently, and learn from mistakes
Gathers required documentation from clients such as executed loan agreements, titles, insurance, payments, etc.; reviews items for accuracy and completeness; then scans documents into online file system
Holds self to a high performance standard; is aware of and sensitive to the cost of errors and mistakes, and works to minimize or eliminate them
Customer Focus
Develops positive professional relationships with established brokers/vendors/customers based on individual knowledge of products, dependability, and willingness to work together to try and find a solution
Learns the different communication and work styles of the different brokers; anticipates and/or responds to multiple requests for information in a timely fashion and in the manner preferred by the broker
Responds to customers with sense of urgency. Follows through on customer and employee requests in a thorough and timely manner, taking care to respond to all aspects of a request or email
Works within policies, procedures, and regulations to resolve issues and complaints, balancing customer satisfaction with protecting the department and bank
Stays in communication with specific loan point of contact, as well as insurance and vendor companies, to meet the anticipated closing date
Demonstrates understanding that answering questions, gathering documents, and taking actions for the client benefits both parties
Maintains a positive and energetic tone and personality in verbal and written client interactions, regardless of situation or circumstance
Goal Orientation
Possess both situational and task awareness when it comes to workload knows deadlines; preemptively acts to gather helpful and/or required information; is aware of whats pending and acts to complete tasks without being directed to do so
Recognizes and acts on opportunities to advance progress to meet goals by offering suggestions and creating team efficiencies
Uses personal experience and business systems to develop, implement, and organize effective strategies to meet daily objectives
Possess knowledge of overall objectives and actions to take in order to complete workload. Strategically plans time to accurately finish individual and team duties.
Work independently to complete tasks, using resources, knowledge, and experience to guide decisions; keep manager informed on decisions and ask for guidance on larger or complicated decisions and issues
Problem Solving
Seeks to understand how the steps in the municipal loan process relate to each other in order to identify potential obstacles that may delay funding and/or closing the loan; proactively assists team to quickly to resolve these concerns
Demonstrates foresight of loan and team member needs. Works to gather materials to make the file transition from processing to closing as quickly and as smooth as possible
Examines both previous personal performance and prior situational experience to help guide and direct upcoming actions
Recognizes the potential area for concern regarding funding issues. Understands and defines the causes, effects, impacts, and scope of problem before offering a solution.
Evaluates the potential impact of possible solutions and addresses with supervisor
Prioritizes steps to a solution and properly follows through with customer and funding team
Assumes responsibility for related duties as required or assigned
Knowledge, Skills and Abilities:
High School Graduate or GED required; Associates or undergraduate degree preferred
Minimum of two (2) years of experience in a customer service related field
Strong ability to balance multiple tasks simultaneously
Excellent customer service rapport
Ability to define and resolve problems quickly
Experience with Microsoft Office: Outlook, Excel
Professional e-mail and telephone etiquette
Effectively interpret constructive feedback and implement suggestions
Proficient computer and office equipment skills such as a desktop computer, document scanner, fax machine, etc.
Ability to remain focused without direct supervision
Confidence when speaking to customers
Physical Requirements:
Ability to stand for long periods of time
Able to view a computer screen for long periods of time
Must be able to speak and listen clearly both in person and on the phone
Fine visual acuity to read for accuracy
This job may require lifting up to 50 pounds occasionally, 10 pounds frequently
Additional Information:
KS StateBank is an equal opportunity employer. It is the Bank's policy to make employment decisions on the basis of merit and to prohibit discrimination on the basis of race, color, sex, religion, age, national origin, disability, genetic information or any other consideration made unlawful by applicable law. The Bank is committed to complying with all applicable laws providing equal employment opportunities. This commitment applies to all persons involved in the operations of the Company and prohibits unlawful discrimination by any employee or supervisor. If you believe you have been subjected to any form of unlawful discrimination, please contact an Executive Officer of the Bank. The Bank will immediately undertake an effective, thorough and objective investigation. If the Bank determines that unlawful discrimination has occurred, effective remedial action will be taken. Appropriate action will also be taken to deter future discrimination. The Bank will not retaliate against you for filing a complaint and will not permit retaliation by management or your co-workers.
INTENT AND FUNCTION OF JOB DESCRIPTIONS All descriptions have been reviewed to ensure that only essential functions and basic duties have been included. Peripheral tasks, only incidentally related to each position, have been excluded. Requirements, skills, and abilities included have been determined to be the minimal standards required to successfully perform the positions. In no instance, however, should the duties, responsibilities, and requirements delineated be interpreted as all-inclusive. Additional functions and requirements may be assigned by supervisors as deemed appropriate. In accordance with the Americans with Disabilities Act, it is possible that requirements may be modified to reasonably accommodate disabled individuals. However, no accommodations will be made which may pose serious health or safety risks to the employee or others or which impose undue hardships on the organization. Job descriptions are not intended as and do not create employment contracts. The organization maintains its status as an at-will employer. Employees can be terminated for any reason not prohibited by law.