Category Banking
Description
BASIC FUNCTION:
Self-sufficient, high-level service provider for Relationship Managers' portfolios. Assist in the cultivation of both consumer and commercial client relationships to provide products and services, lines of credit, and other banking services. Assist and support Relationship Managers to ensure that all aspects of the loan process and the related bank relationships are efficient, accurate, and compliant. Work closely with Loan Operations, lending team, clients, and other outside parties to help manage workflow and facilitate timely loan closings, information integrity, and positive client experiences throughout the life of the loan/relationship. Handle customer transactions, open accounts, facilitate completion of loan paperwork and closings, and be prepared to answer questions about SouthEast Bank products.
ESSENTIAL FUNCTIONS:
Customer Service and Products
Serve as the primary point of contact for information management for your clients and lenders. Input information into systems and update it as needed. Be proactive in identifying needs and troubleshooting concerns to ensure smooth, productive work and accurate information.
Provide excellent customer service, seeking proactive solutions and following up on inquiries, unanswered questions, issues that require additional input from other departments, and other matters that arise. Return phone calls and emails in a timely manner.
Maintain understanding of loan purposes and products, and understand credit and processing procedures for loan systems.
Ensure that Bank information is ready, available, and clearly communicated for clients. Reduce customer wait times and inefficiency by understanding requests and being prepared.
Assist clients as necessary with banking business, including, but not limited to: facilitating transactions, opening new accounts, ordering new checks, replacing lost debit cards, transferring money, researching transaction errors, directing clients to other appropriate Bank services, counseling clients on the use of online banking or bill pay, advising clients on budgeting and balancing their accounts, etc.
Assist clients with loan service and maintenance issues as needed, including but not limited to opening accounts, assisting with loan payments, late fees, updating information and documents, etc.
Assist clients with information about Bank products, including personal and business deposit accounts, treasury management services, consumer loans and lines of credit (HELOC), residential mortgage loans, small to medium size business term loans and lines of credit, consumer and business credit cards, merchant services and occasionally larger real estate loans, as well as other products that are appropriate
Loan Administration
Assist lending team in the collection of documents/information and communication for all aspects of the credit and loan function, including applications, loan and financial exceptions, annual reviews, past dues, loan maturities, etc.
Work closely with the loan officer reports to help streamline the loan processes, maintain accurate and up-to-date data within the core system, and provide full visibility into the portfolio and pipeline. Assist lenders by tracking activity, identifying missing information, monitoring loan progress, and ensuring reports are accurate so decisions can be made quickly and efficiently.
Work with lending team to ensure that all aspects of the loan function are completed and input into the Bank's loan systems in a timely manner, in organized, accurate files. Verify and double-check information to ensure accuracy, completeness, and timeliness. Examples for these functions include, but are not limited to:
Credit: CIP, ID, completing loan information sheet, requesting credit reports, requesting tax cards, requesting appraisals, gathering financials, budgets, contracts, estimated collateral values and other personal and business information, tracking lists, application notes, HMDA and CRA fields, relationship staff assignment, etc.
Processing: assisting with flood certifications, monitoring insurance reports and verifying coverage, preparing loan checks, facilitating and verifying automatic funds transfer forms, loan documentation, disclosures, loan closings, etc.
Post-closing: assisting with recording UCCs, perfecting liens, etc. Facilitate transmission and shipment to Centralized Processing
Maintenance: collateral management, updated financials, contact information, etc.
Coordinate and schedule loan closings to meet the required deadlines and policy guidelines.
Communicate with clients, lenders, real estate agents, title companies, attorneys, insurance companies, other departments and relevant parties regarding inquiries, updates, needed information, closing dates, deadlines, and workflow to ensure understanding, efficiency, cooperation, and compliance.
Be mindful of the Bank's policies and procedures to ensure compliance with relevant regulations and internal policies.
Assist in pulling reports, filing, coordinating schedules, and other tasks as assigned.
Compliance
Review the Bank's information security guidelines regularly and avoid activity that could expose the Bank to malware, scams, and fraud. Follow all guidelines for securing your accounts, access, systems, and information. Be proactive in identifying threats to information security and relay concerns to the information security team.
Diligently protect confidential information, and assist the Bank in ensuring that all confidential and sensitive information is handled appropriately.
Maintain an active awareness and understanding of policies, procedures, designated authorities, regulations, and laws, including but not limited to, the Bank Secrecy Act, Anti-Money Laundering Act, Red Flags, lending laws, etc. Follow these at all times.
Communicate openly with supervisors and other management about policies, procedures, work conduct, and job functions. Ask questions to clarify any uncertainty when issues arise.
Address with your supervisor questions about suspected violations of policy and procedure, and other laws and guidelines, as outlined in the Code of Conduct, including but not limited to Bank Secrecy Act, Anti-Money Laundering Act, etc.
Participate in training sessions and policy updates as necessary. Assist with coordination of scheduling as appropriate.
Other
Maintain focus and professionalism at work; reserve personal matters for personal time. Be teachable, flexible, manageable, approachable, and helpful.
Work scheduled and other needed hours at the designated location(s)
Assist Management with scheduling and other issues as directed
Accept additional work as needed and assist other managers or Team Members as needed
All Team Members should provide consistently positive, effective, helpful service to all customers, both internal and external.
Management or Bank policy may revise, delete, or add responsibility as necessary.
Qualifications
Activity
Ability to operate office equipment, telephones, and computers
Ability to communicate fluently in English, in person, in writing, and on the computer
Ability to hear, speak, and understand verbal communication
Ability to read, write, count, and perform basic math functions
Ability to move head, shoulders, neck, and arms freely (e.g. operation of office equipment)
Ability to use manual dexterity and fine manipulation for operating a keyboard, using equipment, filing, etc.
Ability to lift up to 10 pounds, grasp, reach, and pull
Ability to think, remember, learn new information, and apply cognitive data to job functions
Ability to assess and concentrate on mental and physical job tasks to see them to completion
Ability to work with others to share information and solve problems
REQUIREMENTS:
Required: High school diploma or equivalent
Required: Prior loan processing experience or relevant client care, account, and/or credit experience
Required: Understanding of loan documents and terminology
Required: Familiarity with loan disclosure requirements
Required: Knowledge of loan compliance regulations
Required: Strong interpersonal and organizational skills
Required: Moderate level of technical aptitude to use computer programs and regular email, internet, and Microsoft Office products
Preferred: Basic knowledge of Bank loan, trust, and investment center products, preferred
Preferred: Experience as a loan assistant, closer, processor, or equivalent
Private Banking Specialist I
Private Banking Specialist II
Sr. Private Banking Specialist
Distinction of Duties
Operational and/or training position; must be able to learn and handle consumer or commercial loan operations and banking transaction activities, and follow policies and procedures. Must show positive, professional attitude and approach to work. Must excel at client service and engaging with all clients to strengthen banking relationships.
Experienced position; competent in handling loan function and managing client relationships. Has some experience opening most all @types of accounts and other banking transactions. May focus on consumer or commercial lending, but should be learning all aspects of lending; understands compliance and related banking regulations.
Advanced experience position; is a go-to person on the team for questions and unusual situations with loans and service issues. Fully understands how to open, maintain, and close all @types of accounts, and handle both commercial and consumer loans. Trains other Team Members and provides guidance on handling situations through bank policy and procedures. Provides stellar client service, mostly independently.
Required
High school diploma or equivalent
Positive attitude and pleasant disposition, even when under pressure or in confrontation
Banking and/or lending experience
Good organizational skills
Required of Private Banking Specialist 1 AND:
At least three (3) years of lending assistant experience, or equivalent other banking experience
Understanding of loan documents, terminology, and disclosures.
Ability to open and maintain most all @types of accounts
Experience and competency supporting client relationships
Required of Private Banking Specialist 2 AND:
At least five (5) years of lending assistant experience, or equivalent other banking experience
Must understand and handle both consumer and commercial loans and accounts
Experience assisting customers and other bankers with complicated transactions, accounts, and loans
Preferred
2-3 years of banking experience
Loan/credit experience
Customer service experience
Knowledge of banking regulations related to lending
3-5 years of combined retail banking and lending experience
Extensive experience with consumer and commercial loans
Extensive customer service and account management experience
5-7 years of combined retail banking and lending experience
Experience as a lender, lending assistant, processor, or equivalent
Extensive experience opening all @types of accounts
SouthEast Bank is an equal opportunity employer. It is our policy to treat all individuals equally, regardless of race, color, religion, sex, gender, national origin, disability, age, genetic information, sexual orientation, transgender/gender identity, sexual preference, or service in the armed forces.
