Loan Operations Specialist

Position Summary:

This position is responsible for serving internal/external customers by providing product and service information; resolving product and service problems. Maintain customer records by updating information in system. Resolves product or service problems by clarifying the customer’s complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution.

Performing quality control review for all types of loan documentation, including commercial, real estate and consumer loans. Responsible for communicating, demonstrating integrity, working well with others, adapting to change, and demonstrating clerical excellence.

Essential/Primary Job Functions:

Provide exceptional customer service experience for banking/mortgage/auto interactions through resolution as defined and measured according to corporate/departmental service level objectives and sales goals.
Resolve customer requests through proficient use of the system tools, research and navigation within the organization, or escalation to an appropriate resource.
Correctly process file maintenance requests and ensures proper documentation and approval is received prior to processing.
Responsible for researching and resolving billing errors and customer disputes in a timely manner.
Reviews daily loan data entry requests for accuracy in a timely manner.
Provide exceptional customer service experience for banking/mortgage/auto interactions through resolution as defined and measured according to corporate/departmental service level objectives and sales goals.
Adhere to regulatory guidelines for customer authentication and product disclosures.
Maintain confidentiality and security of customer information according to regulatory guidelines and company policies.
Resolve customer requests through proficient use of the system tools, research and navigation within the organization, or escalation to an appropriate resource.
Ensures that loan documentation meets relevant requirements (e.g., approval authority, appropriate legal descriptions,
signatures and dates).
Verifies the validity of loan documentation.
Responsible for loan coding information integrity.
Coordinates with Branch Managers, Loan Officers and Commercial Relationship Assistants to ensure that loan closing documents are received accurately and timely.
Well organized.
Attentive to detail.
Strong self motivator.
Able to assist and coordinate activities with others.
Excellent customer service skills
Excellent verbal, written communication skills
Updates relevant people with timely information..
Clearly and accurately defines problems.
Collects all of the data critical to solving the problem.
Examines the data and establishes facts about the problem.
Makes valid and actionable conclusions based upon the facts.

Requirements:
Job Requirements for Essential/Primary Job Functions:

Well organized.
Attentive to detail.
Strong self motivator.
Able to assist and coordinate activities with others.
Excellent customer service skills
Excellent verbal, written communication skills
Proficient keyboard skills
Able to use PC, various software tools, 10-key, telephone, and other basic business equipment.
Communicates in a straightforward and assertive fashion.
Updates relevant people with timely information.
Listens carefully to what others are saying.
Respects and considers all opinions, even counter-opinions.
Clearly and accurately defines problems.
Collects all of the data critical to solving the problem.
Examines the data and establishes facts about the problem.
Makes valid and actionable conclusions based upon the facts.
Responsible for compliance with all regulations, laws, and bank policies and procedures that pertain to your day-to-day job responsibilities.
Responsible for maintaining a working knowledge of all compliance regulations pertinent to your assigned duties by successful completion of any courses assigned on a timely basis.
Responsible for participating in BrandBank’s community development program at least one day each year.
Responsible for adherence to BrandBank’s Code of Professional Ethics and Conduct as well as observing and promoting compliance with the Code among fellow bank personnel, customers and vendors.
Minimum one year of experience in loan documentation preparation/review or comparable experience
High School graduate or equivalent
College degree from an accredited institution preferred
Good working knowledge of lien perfection and regulatory requirements pertaining to commercial, real estate and consumer loans.