Loan Assistant/Customer Service Representative

Job Title:Loan Assistant/Customer Service Representative

Location: 201 E Bridge St, New Lisbon, WI 53950

Summary: This person is the first to respond to customers’ initial communication, answers their questions or directs to the correct service person. Responsible for assisting in originating and servicing consumer, residential, Agricultural, and/or small commercial loans. Promotes business for the Bank by maintaining good customer relations and referring customers to the appropriate staff for new services.

Essential Duties: Essential job duties for this position include the following items which may be added to or subtracted from. Other duties must be performed as assigned or required.

· Collect tax and insurance information for loan accounts

· Order or prepare required loan documents including appraisals, evaluations, flood information, tax transcripts, UCC’s and title insurance policies.

· Keeps loan records up-to-date.

· Set up the new loan files, scan to bank manager and maintain the loan file. Record all pertinent documents.

· Uses tickler procedures to keep insurance, tax, financial statement and UCC documentation current.

· Order or prepare new and renewal notes. Prepare tickets to fund new and renewal loans.

· Check back all new and renewed loans for accuracy of information in core.

· After all fixed rate loans are closed, monitor and collect all post-closing items required to complete the file.

· Prepare and record new mortgages, satisfactions, denials and required miscellaneous forms.

· Perform branch clerical duties.

· Be very knowledgeable in bank policies, procedures, laws and regulations.

· Prepare reports for Lenders and assist in following up.

· Serve as Customer Service Representative, including opening accounts, processing payments, deposits, looking up information in core accounting systems, and general cash management

· Counsel and advises customer requiring assistance in selecting appropriate type of account services.

· Write checks and maintain the Recording and Expense checking account for branch.

· Work as a team to achieve maximum customer satisfaction through servicing and building relationships and supporting our referral program.

· Maintain accurate files.

· Type letters, make phone calls, send emails or faxes as requested.

Secondary Responsibilities:

· Phone answering skills are critical for this positon. The phone is still the most primary point of contact with customers

o Expectations:

• When you answer the phone, be warm, enthusiastic, and professional
• Answer all incoming phone calls before the third ring
• The way you answer the phone will form your customer’s first impression of Royal Bank
• Take messages and route calls to the necessary party, branch, or voice mail

· Conduct research, complete verification requests, assist with checkbook balancing.

· Assist other employees when requested

· Other duties as assigned or required

Qualifications: To perform this job successfully, the Loan Assistant/Account Representative must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the minimum knowledge, skills and ability required.

Education: High School diploma

Experience:

· Computer skills and cash handling experience required

· Strong customer service, interpersonal, organizational and problem-solving skills required

· Friendly, enthusiastic attitude required

· Previous phone experience preferred

· Understanding of Excel, Word & PowerPoint

Language Skills: Ability to speak, and write in English at the level necessary for the effective accomplishment of essential job duties.

Mathematical Skills: Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals.

Reasoning Ability: Ability to define problems, collect data, establish facts, and draw valid conclusions. Ability to

interpret instructions

Equipment used – computer, phone, fax, copier, and calculator

Physical Demands: The physical demands, and approximate time spent engaged in them, are representative of those that must be met by an employee to successfully perform the essential functions of this job.

· Standing – less than 2/3

· Walking – less than 1/3

· Sitting – more than 1/3

· Use of hands to finger, handle or feel – more than 2/3

· Reaching with hands and arms – more than 2/3

· Climbing or balancing – rarely

· Stooping, kneeling, crouching or crawling – rarely

· Talking or hearing – more than 2/3

· Weight lifted/carried – an average of 5 to 20 pounds frequently

· Vision – must have clear vision near and far, with or without corrective measures

· Travel - occasionally

Work Environment: The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of the job.

· Environmental – typical office environment

· Outdoor weather conditions - infrequently

· Noise level – low, typical office noise

Job Status : Full Time

Job Type: Full-time

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Vision insurance

Schedule:

• Monday to Friday
• Weekends as needed

Experience:

• Loan processing: 1 year (Preferred)
• Customer service: 1 year (Preferred)

Work Location: In person