Loan Servicing Specialist I

Client Description

Our Client has earned a reputation for serving the needs of our communities by emphasizing the importance of personal banking and by promoting local economic development. We employ a highly qualified and professional staff and offer a wide variety of products and services designed to meet the needs our customers and our communities. We place a strong emphasis on thrift and home ownership.

Impact

The Assistant Branch Manager plays a pivotal role in supporting the branch's success by ensuring day-to-day operational excellence, optimizing customer experiences, and enhancing team performance. This role is essential in executing the strategic vision of the Branch Manager, contributing to operational efficiency, and supporting the achievement of organizational goals. Through a hands-on approach to management, the Assistant Branch Manager facilitates a seamless branch environment that prioritizes customer satisfaction and team collaboration. By upholding high service standards, providing mentorship to branch staff, and addressing client needs proactively, the Assistant Branch Manager helps strengthen the branch's reputation, foster client loyalty, and drive sustainable growth.

Responsibilities

Assisting in monitoring branch performance and implementing strategies to meet goals; ensuring a high standard of service by addressing customer needs and handling escalations; mentoring team members and supporting their professional growth; overseeing daily branch operations to maintain efficiency; ensuring policies and regulatory standards are followed to minimize risk; fostering client and community relationships to drive loyalty; and supporting the identification of business opportunities and building partnerships aligned with company goals.

Essential Functions

• Manages daily branch operations to ensure smooth workflow, cost efficiency and profitability, service quality, and supporting the Branch Manager's strategic goals.
• Handles escalated customer inquiries and resolves issues promptly, ensuring high-quality service and customer satisfaction.
• Conducts team huddles and communicates daily goals and updates, ensuring the staff is aligned with branch objectives and operational standards.
• Assists in onboarding new team members and provides immediate guidance, helping integrate them into branch operations and addressing ongoing training needs.
• Participates in daily opening/closing procedures, ensures vault dual control, and upholds security standards in collaboration with the Branch Manager.
• Acts as the branch leader in the Branch Manager's absence, overseeing day-to-day operations, customer service, and staff management to maintain branch continuity.
• Supports compliance tasks, oversees operational reporting, and communicates policy updates and procedural changes to the team, ensuring day-to-day adherence to standards.
  
  

Ancillary Functions

• Leads and delegates tasks in a clear and proper manner among assigned staff.
• Conducts annual performance reviews, providing clear feedback and follow through with corrective action if necessary.
• Provides coaching, recognition, motivation and skill development to staff members on a consistent basis.
• Communicates clearly among her/his teams, assuring all team members have the appropriate tools and information to perform according to expectations.
• Administers personnel policies and procedures, such as time and attendance.
• Assures adherence to Bank policies and procedures and federal and state regulatory requirements.
• Provides cross-functional support to other areas of the department and the Bank where service or assistance is needed.
• Performs tasks which are supportive in nature to the essential functions of the job, but which may be altered or re-designed depending upon individual circumstances.
• Task Delegation and Performance Management
  
  

Mandatory Training Curricula

Training is required of all Bank staff as related to regulatory mandated compliance topics and courses required for specific job functions. Career enhancement training courses are also available. Please refer to course catalog and management for details.

Competencies (refer to Competencies Library)

Skills

• Clearly communicates in English and Spanish is helpful;
• proficient reading, writing, grammar, and mathematics skills;
• proficient interpersonal relations and communicative skills;
• thorough knowledge of banking operations, policies, and procedures;
• thorough knowledge of the features and benefits of all retail bank products and services;
• thorough knowledge of current banking regulations;
• demonstrated management and supervisory skills;
• moderate PC skills, including working knowledge of Microsoft Office software.
  
  

Physical Demands

The physical and related demands described in this section are representative of those that must be met by an employee to successfully perform the essential functions of this job. This job is mostly sedentary in nature, but may occasionally involve lifting files and other materials that weigh up to 20 lbs. Employees in this job must be able to work in an office environment during regular business hours where they come into regular and frequent contact with internal and external customers and other members of the public. Therefore, employees in this position are expected to have consistently positive interactions with the public.

Requirements

Education/Training

A B.S. or B.A. degree in Business, or a related field, normally required; specialized retail banking education and training.

Experience

A minimum of five (5) years' related experience normally required.