Commercial and Small Business Servicing Specialist

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