SBA Customer Service Specialist

iBusiness Funding is a technology company focused on our mission to provide working capital to small and medium sized businesses in an efficient and transparent manner. We are committed to our four values of success: innovation, integrity, enjoyment, and family. 

Our parent company is a top 15 SBA 7(a) preferred lender with SBA express and small loan capabilities.

Position Description:

The SBA Customer Service Specialist is responsible for performing a wide array of post-closing and servicing functions primarily related to SBA Lending. This position requires excellent customer service skills and experience associated with regulatory compliance requirements. This role will support the ongoing credit servicing department for all loans while maintaining borrower relationship to cultivate a positive customer service experience. Prior SBA servicing experience is preferred. The SBA Customer Service Specialist’s responsibilities include:

• Provide daily exceptional customer service support to both internal and external customers;
• Answer daily volume of inbound calls and respond to emails from borrowers regarding loan information, such as loan balance, payoff quotes, address changes, ACH changes, service action requests, etc;
• Direct and assign calls to appropriate channels as needed;
• Ensure all customer requests, updated documentation, and communication notes are properly documented in the system;
• Follow up with borrowers for past due and returned ACH payments;
• Initial point of contact negotiating payment arrangements with borrowers to bring loan current;
• Assigns borrower servicing requests to appropriate servicing channels (loan payment deferments, structure change, organizational business changes, etc.);
• Cross train and assist the servicing department with past due liquidations and post-default tickler follow-up, as needed;
• Ongoing collections meeting with SBA Loan Servicing Manager;
• Track loans requiring site inspections on monthly basis;
• Handle escalated post-close matters with borrowers for the collection outstanding documents or collateral

Other Job Duties and Responsibilities:

• Responsible for staying apprised of changes to the SBA SOP to ensure compliance with the most current requirements;
• Keep up to date on Lender policies, SBA policies, and laws and regulations that govern commercial lending;
• Communicates effectively with coworkers, other employees, vendors, and SBA personnel;
• Must be well-organized and highly professional;
• Other job duties as assigned to assure team effectiveness;

Qualifications for Success:

• Bachelor Degree (preferred)
• Lending experience minimum 1-3 years (preferred)
• Excellent communication
• Excellent ability to coordinate across multiple teams/departments
• Strong organizational skills

Physical Demands:

The physical demands of the position are typical of those found in a traditional office environment. The Office Manager will spend long hours sitting and using office equipment and computers. While performing the duties of this job, the employee is regularly required to talk or hear. The employee frequently is required to stand and reach with hands and arms. The position requires the ability to occasionally lift office products and supplies, up to 20 pounds. 

Conclusion:

This job description is intended to convey information essential to understanding the scope of the job and the general nature and level of work performed by job holders within this job. This job description is not intended to be an exhaustive list of qualifications, skills, efforts, duties, responsibilities or working conditions associated with the position.

The company is an equal opportunity employer and will consider all applications without regard to race, sex, age, color, religion, national origin, veteran status, disability, genetic information, or any other characteristic protected by law.