Loan Support Specialist

Locus • Richmond, VA

7d • $53,000 - $61,000 • Hybrid

About The Position

The Loan Support Specialist serves as a point of contact for Locus clients, connecting through a variety of channels, to create a positive and lasting impression by providing excellent customer service for banking needs and transactions.

Requirements

• Minimum 3-5 years’ experience in a branch banking or commercial banking environment
• Prior customer relationship experience required, as client engagement is a key element in this role.
• Excellent Word, Excel, and Windows file management skills are mandatory
• Experience with FISERV or core bank operating systems
• Experience with digital banking services
• Strong technical experience with Salesforce or other CRM tools
• Demonstrated web research skills
• Familiarity with Outlook or similar network-based email and calendar software
• Extensive computer usage and Microsoft Teams communication
• Experience with LinkedIn or other social media to promote Locus products and impact
• Must be able to work independently in a stable remote environment
• Ability to communicate verbally across all levels of the organization in a clear, concise, and confident manner.
• Ability to write accurate, clear, and organized communications, incorporating a range of information and analysis.
• Ability to document workflow and procedures.

Nice To Haves

• Commercial lending experience, especially originating loans, preferred

Responsibilities

• Assist clients with setting up ACH, wires, online banking, loan reserve, and deposit accounts.
• Appropriately assess risks when making business decisions, demonstrating consideration for protecting brand reputation, safeguarding assets, and client information.
• Participate in client loan pipeline meetings and activities.
• Adhere to proprietary and regulatory compliance requirements related to teller and sales functions. Maintain a good working knowledge of CIP/KYC and U.S. Patriot Act guidelines.
• Resolve issues and challenges across various departments while upholding excellent customer service for both internal and external clients.
• Offer daily assistance and support for client service and resolving issues.
• Update Salesforce with client contacts, follow-up details, referrals, and activities.
• Work directly with clients to gather required information.
• Address items on the Loan Documentation checklist per the Relationship Manager’s instructions.
• Assist with assembling loan packages for underwriting and work with the underwriter as a liaison for Small Business and Commercial Real Estate Lending.
• As directed by the Relationship Manager, prepare loan denial documentation and HDMA compliance.
• Help prepare and send commitment letters to borrowers.
• Work with Loan Operations to clear all loan closing exceptions.
• Coordinate with Relationship Managers and Loan Operations to collect outstanding items from clients, such as CIP, insurance clause info, updated financial statements, payoff requests, change of address forms, etc.
• Request updated financial statements on maturing loans.
• Work with Risk Management to call on clients with delinquent payments.
• Assist with initial file setup for prospects and clients by serving as an Egnyte subject matter expert and collecting borrowers’ financials to be uploaded into the appropriate files.
• Assist with gathering and organizing financial data, and accurately and systematically track this information.
• Identify customer life cycles to meet general and specific needs by recommending products and services for various types of businesses, nonprofits, and mission-focused depositors.
• Client relations specialists frequently answer questions or instruct clients on how to use or access their products or services.
• Client relations specialists are also responsible for resolving any problems a customer is experiencing. Sell products and services directly and contact customers after purchase or service completion to ensure they are fully satisfied.
• Ability to multitask and organize priorities.
• Analyze how to improve sales and consistently seek ways to improve customer experience.
• Educate clients on our banking products, digital platforms, and self-service features.
• Work to automate regular banking transactions and encourage usage of digital platforms.
• Maintain updated procedures on SID (internal resource website) for daily office activities.
• Participate in weekly team and other Finance, All Staff, or other Locus Impact Banking meetings as required.

Benefits

• Annual bonus opportunity
• 18 days of PTO per year
• 13 paid holidays per year
• Medical, dental, vision, short- and long-term disability insurance
• Life Insurance
• Paid family leave options
• 401k savings plan with employer match
• Hybrid Remote (candidates within driving distance of the Richmond Locus office only)

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed
• Number of Employees: 51-100 employees