Business Member Support - Business Account and Loan Servicing Senior Specialist

Golden 1 Talent Acquisition Team • Sacramento, CA

131d • $30 - $35

About The Position

This position assists the Business Account and Loan Servicing Supervisor 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

• Bachelor's degree in business or a related field preferred.
• Five years of progressive Business Account and Loan Serving experience within a financial institution preferred.
• Five years of progressive Leadership experience.
• At least one year experience in planning, developing, and coordinating projects is desired.
• Excellent oral and written communication skills.
• Strong PC skills and advanced knowledge of Microsoft Office (Excel, Word, Outlook).
• Extensive knowledge on verifying the business's organizational documents.
• Solid understanding of Commercial Loan Products; including Construction and Commercial Loan servicing required.
• Familiarity of business products, services and compliance requirements required.
• Excellent organizational, time management and communication skills.
• Ability to manage multiple tasks and demands, to work independently and as a team member.
• Excellent analytical, organizational skills and attention to detail.
• Ability to effectively communicate policy/procedures to staff.

Nice To Haves

• Basic knowledge of systems: Microsoft Office (Word, Excel and Outlook), eFunds, Verafin, Q2, DNA, OFAC, EnAct, ServiceNow, ECM, Fiserv, SpendTrack, Interaction Desktop, Quavo, Docusign, Datasafe, NitroPro, SharePoint.

Responsibilities

• Participate in planning, organizing, directing, and monitoring business activities in Business Account and Loan servicing.
• Engage in conversations centered around business member’s needs, specifically focusing on credit, deposit, and servicing process needs of the member to assist in growing their business.
• Oversee and process complex requests submitted through the Business Account and Loan Servicing Queues, 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.
• Assist with the developing, testing, implementation, and documentation of effective process controls to ensure compliance with regulatory requirements.
• Identify 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.
• Ensure effective cross-collaboration and teamwork with all internal and external stakeholders.
• Responsible for production and service-related goals by driving service production, managing the pipeline, eliminating bottlenecks, and ensuring optimal service levels.
• Monitor General Ledger accounts associated with department tasks.
• Key tasks including auditing and first line quality control on loan products and changes made by the 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.
• Foster a positive and engaging work environment.
• Focus on the Member’s experience as it relates to the servicing of their loan and/or account.
• Assist with all escalated deposit account and loan servicing issues.
• Work with Information Technology (IT) staff and system vendors on system issues/concerns.
• Maintain a thorough understanding of state and federal laws and regulations related to credit union compliance.
• Review and submit appropriate legal filings, as well as necessary follow-up.
• Support projects. Research and analyze data, prepare reports for leadership.
• Assist with the monitoring and reporting of the member Data Changes.
• Organize, prioritize, and perform multiple tasks simultaneously.

Benefits

• Pay range: $30.31 - $35.00 hourly.
• Full-time hours required, with additional hours as necessary including weekends.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Bachelor's degree