Senior Commercial Loan Servicing Representative

Wells Fargo Bank•Charlotte, NC

2d•Hybrid

About The Position

Wells Fargo is seeking a Senior Commercial Loan Servicing Representative within Commercial Banking Operations. In this role, you will service Supply Chain Finance Accounts Receivables, provide direct customer service and act as the primary servicing contact for the loan. You will support less experienced team members in providing resolutions of inquiries and complaints, research account payments for proper application, process customer refunds, and research unidentified incoming cash for proper application. You will determine the appropriate course of action and conduct investigative steps to fully identify customer issues. Additionally, you will assist in setting performance standards and recommend process or policy improvements to enhance customer satisfaction. You will review moderately complex loan servicing documentation language, book and fund new loans and modifications, including reviewing of input. You will provide subject matter expertise and interpretation of procedures to less experienced individuals, respond independently to complaints escalated at the highest level, and provide training and guidance to less experienced loan administrators and perform quality assurance and approve the work of other staff. You will collaborate and consult with peers, colleagues and managers to resolve issues and achieve goals, interact with internal customers, and receive direction from leaders while exercising independent judgment and developing the knowledge to understand function, policies, procedures, and compliance requirements.

Requirements

2+ years of Commercial Loan Servicing support experience, or equivalent demonstrated through one or a combination of the following: work experience, training, military experience, education

Nice To Haves

Commercial Loan experience
Ability to review and interpret complex commercial loan documents (take out)
Experience in perfecting and releasing liens on collateral to include, real estate, UCC (Uniform Commercial Code), vehicle titles and others
Ability to navigate multiple computer systems, applications, and utilize search tools to find information
Excellent verbal, written, and interpersonal communication skills
Strong analytical skills with high attention to detail and accuracy
Intermediate Microsoft Office (Word, Excel, and Outlook) skills
Ability to manage a workflow within key performance indicators

Responsibilities

Service Supply Chain Finance Accounts Receivables
Provide direct customer service and acts as primary servicing contact for the loan
Support less experienced team members in providing resolutions of inquiries and complaints
Research on account payments for proper application
Process customer refunds
Research unidentified incoming cash for proper application
Determine appropriate course of action and conduct investigative steps to fully identify customer issues
Assist in setting performance standards, and recommend process or policy improvements to enhance customer satisfaction
Review moderately complex loan servicing documentation language, book and fund new loans and modifications, including reviewing of input
Provide subject matter expertise and interpretation of procedures to less experienced individuals
Respond independently to complaints escalated at the highest level
Provide training and guidance to less experienced loan administrators and perform quality assurance and approve the work of other staff
Collaborate and consult with peers, colleagues and managers to resolve issues and achieve goals
Interact with internal customers
Receive direction from leaders and exercise independent judgment while developing the knowledge to understand function, policies, procedures, and compliance requirements