Business Member Support Center - Business Member Support Account Servicing Sr Specialist

Golden 1 Credit Union•Sacramento, CA

3d•$31 - $35

About The Position

This position assists the Business Member Support Account Servicing with directing and overseeing the department’s daily workflows. Perform duties to support advanced operational functions for the servicing and maintenance of business accounts and loan products. Communicate through phone or email with members, staff, vendors, and third parties to provide assistance on complex business accounts and loan servicing issues. Coordinates and/or participates in projects for systems, procedures, and process enhancements. Provide support to assigned team as needed. This position will help support the compliance reviews indirectly and directly as needed. Participates in the planning, organizing, directing, and monitoring of all the business activities in the department’s oversight. Partner with other business areas in support of servicing our members. Provides support in leadership and continually demonstrates initiative through the development and implementation of projects designed to increase department efficiency and enhance individual proficiencies. Provides management with recommendations to improve efficiency and maintain effective policies and procedures.

Requirements

Must possess sufficient manual dexterity to skillfully operate a computer terminal and other standard office equipment.
Demonstrate attention to detail.
Strong interpersonal, written, and verbal communication skills.
Advanced skills in Microsoft Word and Excel.
Experience with databases.
Excellent oral and written communication skills.
Strong PC skills and advanced knowledge of Microsoft Office (Excel, Word, Outlook).
Knowledge of verifying the business's organizational documents, including articles of incorporation, partnership agreements, or other relevant documents based on the business structure.
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.
Demonstrates outstanding member service skills by consistently delivering exceptional support, fostering positive member experiences, and ensuring satisfaction through proactive and personalized service.
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.
Ability to work independently and as a team member, while using discretion in decision making and sound judgment in problem solving.
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.
Excellent analytical, organizational skills and attention to detail.
Ability to calculate figures and amounts.
Deescalating skills
Manage Contact Center KPIs
Operate on standard Microsoft programs and other computer operations.
Ability to effectively communicate policy/procedures to staff to assist the manager with training.
Excellent loan serving experience with the knowledge of VOD, letter of credit, multi-phased construction, borrowing based lending, and multiple collateral properties.
Full-time hours required, with additional hours as necessary including weekends.

Nice To Haves

Bachelor's degree in business or a related field preferred. Directly related experience may be considered in lieu of education.
Preferred qualifications include five years of progressive experience in Business Account and Loan Servicing or within the financial industry.
preferred are five years of leadership experience and a minimum of one year of team coaching experience.
Preferred Basic knowledge of the following systems: Microsoft Office (Word, Excel, and Outlook), eFunds, Verafin, Q2, DNA, OFAC, ServiceNow, ECM, Fiserv, SpendTrack, , Quavo, Datasafe, NitroPro, SharePoint, NICE

Responsibilities

Participate in planning, organizing, directing, and monitoring business activities in Business Member Support Account Servicing.
As necessary, document activities, follow-up and resolve problem solutions.
Engage in conversations centered around business member’s needs, specifically focusing on credit, deposit, and serving process needs of the member assist in growing their business.
Oversee and process complex requests submitted through the Business Member Support Account Servicing, email inboxes and faxes.
Responsible for ensuring service excellence to all credit union staff, external business partners, and members of the Golden 1 Credit Union by continually reinforcing our Mission, Vision, and Core Values.
Monitor queue news and ensure all workflows are in SLA. Expedite service requests as needed.
Be a subject matter expert for the loan servicing system regarding fee management and system settings, credit bureau reporting and adherence to all regulatory requirements.
Monitor Business Loan portfolio including rates, and applicable system tables, to ensure periodic rate changes take effect according to prescribed timelines, in alignment with member loan documentation and in response to direction from leadership.
Assist with the Developing, testing, implementation, and document effective process controls to ensure that all processes are in compliance with regulatory requirements and working as intended.
Identifying opportunities to promote additional banking services.
Promote and support the member experience within a Digital platform.
Monitor, periodically evaluate, and report risk associated with the Loan portfolio as it relates to corporate credit union risk controls, and department standards.
Ensure effective cross-collaboration and teamwork with all internal and external stakeholders by proactively developing and nurturing mutually beneficial partnerships.
Responsible for production and service- related goals by driving service production, managing the pipeline, eliminating bottlenecks, and ensuring optimal service levels and member experience at all times.
Key tasks include auditing and first line quality control on loan products and changes made by the team, and in partnership with our internal QC team.
Create and maintain production reports and send required reporting to appropriate parties daily, weekly, and monthly.
Meet production deadlines daily while cognizant with quality and quantity in a fast-paced environment.
Support quality control and risk assessments.
Coach and train employees along with evaluating department needs.
Assist with performance appraisals for staff.
Promote employee engagement and develop action plans to keep employees engaged throughout the year.
Foster a positive and engaging work environment.
Provide leadership to team members by promoting skill development, coaching for improvement and growth, inspiring through your words and actions, and maintaining positive employee morale.
Embrace Golden 1’s mission, vision, and core values and weave into team and individual discussions.
Focus on the Member’s experience as it relates to the servicing of their loan and/or account and look to develop new processes, and/or enhancements that progress the level of service.
Establish processes that effectively monitor the service provided and implement improvements as necessary.
Assisting with all escalated deposit account and loan servicing issues and maintaining exception approval authority limits.
Identify, investigate, and resolve member and employee concerns in a timely manner.
Communicate and interact with other Golden 1 departments and branches to assist with error resolution and information exchange.
Work with Information Technology (IT) staff and system vendors on system issues/concerns to ensure maximum operational effectiveness.
Maintain a thorough understanding of state and federal laws and regulations related to credit union compliance including BSA, AML. TILA,
Establish and maintain control activities that mitigate risks consistent with the Credit Union’s risk appetite and ensure operational integrity and compliance with applicable regulations.
Support projects. Research and analyze data, prepare reports for leadership.
Assist with the monitoring and reporting of the member Data Changes are completed monthly per policy.
Review the Data Change training module and update it as necessary on an annual basis.
Organize, prioritize, and perform multiple tasks simultaneously while being detailed oriented.
Maintain an in-depth knowledge of Golden 1 operational policies and procedures.
Perform other duties as assigned.