Join a growing community bank in Southeast Michigan. Bank Michigan is currently seeking qualified applicants for the position of Retail & Loan Operations Specialist.
JOB SUMMARY
Provides superior customer service while performing deposit/loan transactions, product/service sales and problem solving. The Retail & Loan Operations Specialist will engage with customers in a blended environment consisting of telephone, secure mail, in person and online banking interactions. By using job knowledge and the information available, answers the customer's questions and/or problem solves. Educates the customer about Bank products and services, and cross-sells other products based on the customer's needs. These functions will range from basic to advanced in complexity. Responsible for the processing of all loan payments, including in-coming and out-going wires for participation loans, and supporting the resolution of outstanding transactions. Provides loan operations support in between servicing customers and banking center assignments.
Job Responsibilities:
Retail Banking:
- Provide exceptional customer service through quality conversations and timely communications.
- Conducts work in a variety of computer programs including Microsoft Office Suite, Mitel phone systems, Bankway Platform Video Conferencing System and others.
- Ethically conducts operational tasks related to protecting customer and bank assets and related to regulatory compliance, including properly documenting account opening, completing logs and other records to document proper procedures, obtaining and ensuring the accuracy of all regulatory and procedural documentation.
- Protects all customer information and bank trade secrets and business records as confidential, and follows all company policies for communication with clients, vendors and associates.
- Provide front-line customer support through multiple service requests or inquiries submitted through email, Secure Mail, other channels.
- Process customer support requests and inquiries including, but not limited to: Reg E Inquires, Stop Payments, ACH inquiries, Account Information, Close accounts, Password Resets etc.
- Perform all tasks necessary to establish new accounts: Perform all due diligence required for new accounts, process applications, deliver fulfillment materials, and upload approved accounts.
- Maintain a professional and presentable appearance in all internal and external customer interactions.
- Engage with customers in a professional and friendly manner while providing a positive brand experience during each customer interaction.
- Maintains current knowledge and consistent compliance with regulations and bank policies and procedures related to the position, including but not limited to Bank Secrecy Act (BSA) and Office of Foreign Assets Control (OFAC) requirements; Employee Handbook policies; and Operations, Audit, and Security policies, through regular and thorough training.
- Work with individuals in other departments (retail branches, deposit and loan operations, online banking, and customer relations) to address customer service issues and escalations.
- Regular attendance is required, working at the worksite during regular business hours and/or assigned hours.
- Must have the ability to effectively cross-selling bank products and services.
- Collaborates with team members during times of excess workload to pick up overflow.
- Other duties as assigned from time to time by the Loan Operations and Retail Banking management team members.
- Responsible for knowing and adhering to appropriate security and emergency procedures.
- Keep customer information in a secured area at all times while maintaining an organized workstation.
- Maintain knowledge of the bank's policies and procedures.
- Maintain a thorough understanding of all Retail products and services offered.
Loan Operations:
- Processes all loan payments including commercial, SBA, participation, and consumer loans.
- Follows up with internal & external customers as well as third parties for documents and/or funds to complete various loan payment transactions.
- Examines system reports for exceptions, errors, maintenance requirements, and out-of-balance situations and resolves the problems.
- Images and/or indexes loan servicing documents into the Bank's document management system.
- Gains proficiency in all computer programs/systems used, including Bankway, LaserPro, HMDA, etc.
- Provides payoff requests to third parties and internal team members.
- Assist with processing payoffs and completing necessary documentation, such as discharges and release of tax monitoring.
- Acts as the "system owner" and maintains a sound working knowledge of the programs/systems including participating in efforts related to system changes/upgrades.
- Cross-trains others, as assigned, in the operations of loans and/or the relevant programs/systems.
- Maintains procedural documentation of relevant tasks/responsibilities.
- Prioritizes work according to necessity, complexity and deadlines.
- Responds to customer inquiries, providing exemplary customer service.
Other:
- Serve as the backup to the Personal Bankers and Loan Operations Specialists, as needed.
- Acts as an advocate for the Bank in all interactions both internally and externally.
- Attend regular training/seminars both inside and outside the bank, as needed.
- Regular and predictable onsite attendance required.
- Works harmoniously and collaboratively with team members to accomplish bank objectives.
- Assist with 3rd party audits and reviews as needed.
- Abides by all bank policies and procedures.
- Assist with other duties as assigned
Job Requirements:
Education: Associate's Degree in business, accounting, finance or equivalent combination of education/experience.
Certifications: None
Required Knowledge, Skills, Abilities, Training, and Experience: Minimum of 2 years of prior banking experience; financial institution Loan Operations/servicing experience and/or Retail Banking experience preferred. Knowledge of SBA and participation loans preferred. Analytical and customer service skills as well as familiarity with regulations governing financial institutions. Extraordinary attention to detail and problem-solving abilities. Successful completion of in-house training program. Displays the confidence and competence to gain/maintain the Bank's credibility. Takes initiative to learn, develop oneself and see things through from start to finish. Excellent interpersonal communication, problem solving and computer skills.
See full job description and apply directly on our careers site: https://bankmichigan.applicantpool.com/jobs/
EEO Statement:
Bank Michigan provides equal employment opportunity to all individuals regardless of their race, color, creed, religion, gender, age, sexual orientation, national origin, disability, veteran status, or any other characteristic protected by state, federal, or local law. Further, the company takes affirmative action to ensure that applicants are treated fairly during employment without regard to any of these characteristics. Discrimination of any type will not be tolerated.
Must successfully complete a comprehensive background check.
