TITLE: BUSINESS ACCOUNT AND LOAN SERVICING ANALYST
STATUS: NON-EXEMPT
REPORT TO: SUP - BUSINESS ACCOUNT AND LOAN SERVICING
DEPARTMENT: BUSINESS MEMBER SUPPORT
JOB CODE: 11634
PAY RANGE: $24.29 - $26.00 HOURLY
General Description
The role of a Business Account and Loan Servicing Analyst requires a dynamic and driven individual with a strong commitment to service excellence. This individual excels in delivering outstanding service, employing effective call handling methods to ensure a positive and memorable member experience. As a Business Account and Loan Servicing Analyst, they hold a vital position in strengthening the Business Member Support department. Their responsibilities are to be the primary point of contact for business members, responding promptly to inquiries, resolving issues, and providing ongoing support and guidance. Additionally, they collaborate with internal teams, including lending, treasury management, and other business partners, to deliver comprehensive solutions to business members.
Tasks, Duties, Functions
- Meet and achieve established performance standards commensurate to grade level with phone efficiency and quality from the Business queue in a fast-paced environment.
- Resolve business member issues relating to online banking, business deposit products, business lending products, and money movement services products.
- Maintain and effectively leverage a thorough knowledge of Golden 1 Credit Union business deposit and loan policy and procedures.
- Engage in conversations centered around business members’ needs, specifically focusing on credit, deposit, and servicing process needs of the member to assist in growing their business.
- Initiate contact with new members within 2 days of their membership initiation and conduct a follow-up after 2 weeks.
- Modify or set up ACH forms for Commercial Real Estate (CRE), loans, and credit cards.
- Assist with all requests submitted through the Business Account and Loan Servicing Phone Queues, email boxes, and faxes.
- Demonstrate advanced Credit Union knowledge, ability to resolve issues, digital support, and escalations with minimum guidance.
- Foster a positive and engaging work environment. Inspire others through words and actions; ensure positive employee morale throughout Golden 1 by embracing our mission, vision, and core values.
- Effectively navigate software applications and simultaneously work on multiple screens while resolving member concerns.
- Maintain a thorough understanding of the state and federal laws and regulations related to credit union compliance that are appropriate to the position.
- Handle general inquiries and questions from members by demonstrating an understanding of member needs, concerns, and/or frustrations. Respond by demonstrating care, concern, and an appropriate sense of urgency.
- Perform multiple internal queues and maintain service levels and regulatory requirements.
- Proactively conduct a comprehensive needs assessment for our business members, aiming to identify tailored financial products and services that align with their unique requirements and contribute to their success.
- Deliver exceptional member service while actively listening, efficiently gathering information, understanding member concerns, and resolving issues effectively.
- Empathize, communicate clearly, and provide tailored solutions to ensure member satisfaction and loyalty.
- Educate members about our products to foster loyalty and retention. Identify opportunities to assist members with Golden 1 product or service offerings and diligently document interactions in the internal ticketing system.
- Perform routine tasks such as handling inquiries, resolving problems, and maintaining a high-quality customer experience within the bounds of work guidelines, policies, and regulations.
- Identify and implement process efficiencies and escalate procedural updates to Sr. and above for approval. Identify and resolve issues that arise outside of the normal course of business.
- Organize, prioritize, and perform multiple tasks simultaneously while being detail-oriented.
- Productively work to improve the standard way of doing things, anticipating issues to prevent problems before they occur.
- Perform general account maintenance, which may include payment corrections.
- Perform post-funding services, such as payoff requests and prepayment penalty calculations.
- Process loan payoffs, demands, and requests for reconveyance.
- Field inbound calls and member inquiries.
- Must be able to perform amortizations of Commercial Loans.
- Meet production deadlines daily while being cognizant of quality and quantity in a fast-paced environment.
- Demonstrate functional knowledge of all compliance courses annually and must review and pass all regulatory tests and courses pertaining to their job functions, including internal credit union policies.
- Maintain effective communication with all Credit Union employees to ensure coordination and exchange of information for accomplishing Credit Union goals.
- Participate and contribute to a positive teamwork environment, which encourages team commitment to corporate, division, and departmental goals.
- Perform additional duties as assigned.
PHYSICAL SKILLS, ABILITIES, AND EXERTION UTILIZED IN THE PERFORMANCE OF THESE TASK:
- Effective oral and written communication skills required to interact with staff and members to perform follow-up on research requests, inquiries, and concerns.
- Must possess sufficient manual dexterity to skillfully operate an online computer terminal and other standard office equipment such as a personal computer, facsimile machine, and telephone.
Organizational Contacts & Relationships
INTERNAL:
Regularly engage in verbal and written communication with various departments, including ACH departments, Wire Department, BMS department, Business Relationship Officer, Commercial Loan Reps, IT Help Desk, Deposit Account Servicing, Financial Advisors, Member Development Officers, Call Center (MSCC), Fraud Management, Learning and Development, and Digital Team. Internal discussions primarily revolve around research topics.
EXTERNAL:
Correspond effectively and professionally in consultative conversations with Golden 1 business members and prospective business members via Business Online Platform, secured messaging, e-mail, and telephone.
Qualifications
- EDUCATION: Bachelor’s degree or equivalent work or educational experience in servicing business and commercial loans preferred.
- EXPERIENCE: Minimum two years of experience with Business Account and Loan Products including Commercial Real Estate and Commercial and Industrial, Business Loan Servicing/Processing/Documentation and Business account servicing required.
- KNOWLEDGE / SKILLS:
- Excellent PC skills, with the ability to learn and train in new software.
- Excellent interpersonal skills with the ability to present a professional image to management, staff, and outside contacts.
- Solid understanding of Commercial Loan Products.
- Familiarity with business products, services, and compliance requirements required.
- Excellent organizational, time management, and communication (verbal and written) skills.
- Shares knowledge freely to help others succeed. Fully participates in meetings, proactively bringing forward relevant information, ideas, and potential solutions.
- Ability to work independently and as a team member, while using discretion in decision making and sound judgment in problem solving.
- Positively adapts to changes in Golden 1 and/or changes in own role and helps others to do the same.
- Ability to manage multiple tasks and demands, to work independently and as a team member, and to meet deadlines and effectively adjust to changing priorities.
- Reliable work attendance.
- Full-time hours required, with additional hours as necessary including weekends.
- Basic knowledge of the following systems: Microsoft Office (Word, Excel, and Outlook), eFunds, Verafin, Q2, DNA, OFAC, EnAct, ServiceNow, ECM, Fiserv, SpendTrack, Interaction Desktop, Quavo, Docusign, Datasafe, NitroPro, SharePoint.
Physical Requirements
- Prolonged sitting throughout the workday with occasional mobility required.
- Corrected vision within normal range.
Licenses / Certifications
None
THIS JOB DESCRIPTION IN NO WAY STATES OR IMPLIES THAT THESE ARE THE ONLY DUTIES TO BE PERFORMED BY THIS EMPLOYEE. HE OR SHE WILL BE REQUIRED TO FOLLOW OTHER INSTRUCTIONS AND TO PERFORM OTHER DUTIES REQUESTED BY HIS OR HER SUPERVISOR THAT ARE WITHIN HIS / HER KNOWLEDGE, SKILL, AND ABILITY AS WELL AS HIS / HER MENTAL AND PHYSICAL ABILITIES.
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