Commercial/Small Business Servicing Specialist I

Responsible for helping to service the Bank's Commercial and Small Business loan portfolio while aiding in the implementation and execution of consistent controls to mitigate operational risk while providing exceptional levels of customer service to all internal and external clients.
Responds to requests efficiently and thoroughly with a focus on prompt and knowledgeable resolutions and demonstrates and/or develops a high level of proficiency with the Bank's core banking system (Jack Henry Silverlake) to perform loan file maintenance and other updates to the system. Additionally, verifies all maintenance performed is accurate and relevant to particular loan product(s).
Key Accountabilities:

• Responsible for understanding (and/or learning) the Bank's complex portfolio of Commercial and Small Business loan relationships and understanding (and/or learning) how complex lending deals are structured within the BSB loan portfolios.
• Uses knowledge of relationships and loan structure to ensure that impacts on related accounts and relationships are considered when processing loan modifications and general maintenance and research requests.
• Acts as primary contact for the Commercial and Small Business Banking lending lines and aids in developing necessary support structures, including monitoring and reporting of complex relationships, to ensure optimal customer service and processing accuracy and timeliness.
• Able to apply individualistic thinking to devise solutions to business processes and product issues.
• Ensures consistent compliance with policies and procedures and a constant state of internal and external audit readiness.
• Demonstrates an understanding of the Commercial and Small Business lending lines, and the Commercial and Small Business lending product set, including end-customer product usage and how products are structured.
• Independently resolves complex customer issues accurately and timely, which often requires contact with internal departments, insurance agencies, government agencies, and others, as required.
• Actively seeks opportunities to maximize operational efficiency and accuracy by creatively developing and implementing improved processes that help to mitigate risk and improve the customer experience.
• Responsible for reporting to various government agencies, including but not limited to FAME, SBA, and other financial institutions.
• Acts as the bank interface to other financial institutions and outside investors to accurately process and report complex loan participation deals.
• Responsible for the timely enforcement of Banks policy on expired or canceled insurance policies, including phone calls to applicable commercial lending staff and/or insurance agents, letters to customers, and force placing insurance with third-party vendors when applicable.

• Ensures that the Bank's interest is secured by managing lien perfection on collateral secured accounts and ensures reporting accuracy with state agencies for collateralized loans.
• Processes payments, reconciles accounts, and provide allocations to various financial institutions and/or government entities.
• Evaluates requests for account modifications/renewals, advances, new loan loading to ensure accuracy before conducting required transactions.
• Reviews and evaluates periodic reconciliations for specific general ledger accounts to identify and manage loan exceptions.
• Conducts various maintenance activities to update system as changes in processes occur.
• Interacts harmoniously and effectively with others, focusing on attaining bank goals and objectives through a commitment to teamwork.
• Conforms to acceptable punctuality/attendance standards as expressed in the Employee Handbook.
• Performs additional duties as assigned, including providing training to newly hired colleagues.
• Review and Tracking of Business-Purpose Hazard Insurance Documentation while communicating phone calls to insurance agents.

Key Competencies:
Creativity/Innovation - Looks for opportunities to increase efficiency and effectiveness throughout the department. Has the ability to constructively challenge assumptions and seek/develop new and different ways to improve performance and engagement throughout the department.
Adaptability/Flexibility - Adapts to change, is open to new ideas, takes on new challenges, handles pressure, and adjusts plans to meet changing needs.
Proactivity/Initiative - Takes independent action, operates as a pro-active self-starter and acts on opportunities, practices self-development.
Integrity/Ethics - Deals with others straightforwardly and honestly, is accountable for actions, maintains confidentiality, supports company values, and conveys news, good or bad.
Interpersonal Skills - Has excellent communication skills, both written and verbal, and the ability to exhibit active listening skills and be open to other viewpoints, perspectives, etc.
Organizational Skills - Able to effectively manage, prioritize and keep track of multiple tasks/projects/requests at any given time.
Vision/Values - Supports company mission/values through daily actions and decisions, communicate the Bank's vision, mission and values to others, and incorporates vision when planning.
Knowledge/Experience:

• College Degree Preferred
• High School Diploma or Equivalent Required
• Banking and/or Loan Experience Helpful

Skills:

• Committed to providing exceptional customer service
• Strong computer skills with the desire to learn and apply new technology
• Demonstrated ability to effectively communicate, verbal and written
• Proven ability to meet goals and standards and perform in a fast-paced, challenging work environment
• Capacity to work with little supervision and make independent decisions
• Ability to research and solve problems
• Ability to manage multiple tasks concurrently and prioritize accordingly
• Required to attend ongoing training sessions to improve professional skills.

Physical Demands/Conditions:

• General office environment
• Moderate lifting (to 35 lbs.) required. Moderate reaching, walking, sitting, and standing are required.

Equipment Used:

• General office equipment

External and internal applications and position incumbents who become disabled must be able to perform the essential functions either unaided or with the assistance of a reasonable accommodation to be determined by management on an individual basis.