Commercial/Small Business Servicing Specialist I

Position Overview:
Responsible for helping to service the Bank's Commercial and Small Business loan portfolio while aiding in the implementation and execution of consistent controls to mitigate operational risk while providing exceptional levels of customer service to all internal and external clients.
Responds to requests efficiently and thoroughly with a focus on prompt and knowledgeable resolutions and demonstrates and/or develops a high level of proficiency with the Bank's core banking system (Jack Henry Silverlake) to perform loan file maintenance and other updates to the system. Additionally, verifies all maintenance performed is accurate and relevant to particular loan product(s).
Level 1: Primary focus is on developing skills and acquiring knowledge related to the role. Quality of work is vital to success and development to higher levels.
Level 2: Level 1 expectations of continued development of skills, acquisition of knowledge, and quality of work remain with additional focus on increasing production of work-product.
Level 3: Level 1 and 2 expectations of quality, production, and continued development/knowledge growth remain with added responsibilities that may include training less-experienced associates, assisting with complex issues/projects, reviewing processes and procedures for improvement opportunities.

Key Accountabilities:

• Understand the Bank's complex Commercial and Small Business loan portfolios and their structures.
• Ensure consideration of impacts on related accounts during loan modifications and maintenance.
• Serve as the primary contact for Commercial and Small Business Banking, developing support structures for customer service and processing accuracy.
• Devise solutions for business processes and product issues through individualistic thinking.
• Maintain compliance with policies and ensure readiness for internal and external audits.
• Demonstrate understanding of lending products and their usage.
• Resolve complex customer issues independently, collaborating with various agencies as needed.
• Seek opportunities to improve operational efficiency and customer experience through innovative processes.
• Report to government agencies and serve as the bank interface for loan participation deals.
• Enforce policies on expired insurance, managing communications with staff and agents.
• Manage lien perfection on collateralized accounts and ensure accurate reporting.
• Process payments, reconcile accounts, and allocate funds appropriately.
• Evaluate loan modification requests for accuracy before transactions.
• Conduct periodic reconciliations to identify and manage loan exceptions.
• Update systems as processes change and perform maintenance activities.
• Collaborate effectively with team members to achieve bank objectives.
• Adhere to punctuality and attendance standards.
• Provide additional duties as assigned, including training new colleagues.
• Review and track Business-Purpose Hazard Insurance documentation, maintaining communication with insurance agents.

Key Competencies:

Innovation:

• Actively seeks opportunities to enhance efficiency and effectiveness within the department.
• Challenges existing assumptions and processes, striving to discover new and innovative methods to enhance performance and engagement.
• Encourages a culture of creativity and innovation, fostering an environment where team members feel empowered to suggest and implement improvements.

Adaptable:

• Demonstrates resilience in the face of change, embracing new ideas and challenges with an open mind.
• Adapts plans and strategies to accommodate evolving needs and priorities.
• Maintains composure and effectiveness under pressure, remaining flexible in approach to achieve desired outcomes.

Proactive:

• Takes initiative to identify and pursue opportunities for improvement without constant supervision.
• Demonstrates a proactive attitude towards problem-solving and self-development.
• Seeks out ways to contribute positively to the department and organization, taking ownership of responsibilities and projects.
• Maintains strong attention to detail while managing competing demands and deadlines.

Integrity:

• Upholds high standards of honesty and integrity in all interactions and decision-making processes.
• Takes accountability for actions and decisions, while always maintaining transparency and ethical conduct.
• Respects and preserves the confidentiality of sensitive information, aligning actions with the company's values and principles.

Vision/Values:

• Aligns daily actions and decisions with the company's mission and values, serving as a role model for ethical behavior and professionalism.
• Communicates the bank's vision, mission, and values to team members and stakeholders, fostering a sense of purpose and alignment.
• Integrates the organization's vision into strategic planning and decision-making processes, driving initiatives that support long-term goals and objectives.

Knowledge/Experience:

• College Degree Preferred
• High School Diploma or Equivalent Required
• Banking and/or Loan Experience Helpful

Skills:

• Committed to providing exceptional customer service
• Strong computer skills with the desire to learn and apply new technology
• Demonstrated ability to effectively communicate, verbal and written
• Proven ability to meet goals and standards and perform in a fast-paced, challenging work environment
• Capacity to work with little supervision and make independent decisions
• Ability to research and solve problems
• Ability to manage multiple tasks concurrently and prioritize accordingly
• Required to attend ongoing training sessions to improve professional skills.

Physical Demands/Conditions:

• General office environment
• Moderate lifting (to 35 lbs.) required. Moderate reaching, walking, sitting, and standing are required.

Equipment Used:

• General office equipment

External and internal applications and position incumbents who become disabled must be able to perform the essential functions either unaided or with the assistance of a reasonable accommodation to be determined by management on an individual basis.

Updated: 10.01.2024