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Golden 1 Credit Union · 7 hours ago

Business Account and Loan Servicing Representative

Sacramento, CA

Full-time

Onsite

Entry, Mid Level

$25.02/hr - $26.50/hr

2+ years exp

Golden 1 Credit Union is seeking a Business Account and Loan Servicing Representative to enhance their Business Member Support department. This role focuses on delivering exceptional service to business members, addressing inquiries, resolving issues, and collaborating with internal teams to provide comprehensive solutions.

BankingFinanceFinancial Services

Responsibilities

Meet and achieve established performance standards commensurate to grade level with phone efficiency and quality from the Business queue in a fast-paced environment

Resolve business member issues relating to online banking, business deposit products, business lending products and money movement services products

Maintain and effectively leverage a thorough knowledge of Golden 1 Credit Union business deposit and loan policy and procedures

Engage in conversations centered around business member’s needs, specifically focusing on credit, deposit, and servings process needs of the member assist in growing their business

Initiates contact with new members within 2 days of their membership initiation and conducts a follow-up after 2 weeks

Modifying or setting up ACH forms for Commercial Real Estate (CRE), loans, and credit cards

Assist with all requests submitted through the Business Account and Loan Servicing Phone Queues, email boxes, and faxes

Demonstrates advanced Credit Union knowledge, ability to resolve issues, digital support, and escalations with minimum guidance

Foster a positive and engaging work environment. Inspire others through words and actions; ensure positive employee morale throughout Golden 1, by embracing our mission, vision, and core values

Effectively navigates software applications and simultaneously works on multiple screens while resolving member concerns

Maintain a thorough understanding of the state and federal laws and regulations related to credit union compliance that are appropriate to the position

Handles general inquiries and questions from members by demonstrating understanding of member needs, concerns and/or frustrations. Responding by demonstrating care, concern, and an appropriate sense of urgency

Perform multiple internal queues and maintain service levels and regulatory requirements

Proactively conduct a comprehensive needs assessment for our business members, aiming to identify tailored financial products and services that align with their unique requirements and contribute to their success

Deliver exceptional member service while actively listening, efficiently gathering information, understanding member concerns, and resolving issues effectively

Empathize, clear communication, and provide tailored solutions to ensure member satisfaction and loyalty

Educates members about our products to foster loyalty and retention. Identifies opportunities to assist members with Golden 1 product or service offerings and diligently documents interactions in the internal ticketing system

Perform routine tasks such as handling inquiries, resolving problems, and maintaining a high-quality customer experience within the bounds of work guidelines, policies, and regulations

Identify and implement process efficiencies and escalate procedural updates to Sr. and above for approval. Identify and resolve issues that arise outside of the normal course of business

Organize, prioritize, and perform multiple tasks simultaneously while being detailed oriented

Productively works to improve the standard way of doing things, anticipating issues to prevent problems before they occur

Perform general account maintenance, which may include payment corrections

Perform post funding services, such as payoff requests and prepayment penalty calculations

Process loan payoffs, demands, and requests for reconveyance

Field inbound calls and member inquires

Must be able to perform amortizations of Commercial Loans

Meet production deadlines daily while cognizant with quality and quantity in a fast-paced environment

Must demonstrate functional knowledge of all compliance courses annually and must review and pass all regulatory tests and courses pertaining to their job functions including internal credit union policies

Maintain effective communication with all Credit Union employees to ensure coordination and exchange of information for accomplishing Credit Union goals

Participates and contributes to a positive teamwork environment, which encourages team commitment to corporate, division, and departmental goals

Perform additional duties as assigned

Qualification

Business Loan ServicingCommercial Loan ProductsCompliance KnowledgeMicrosoft OfficePC SkillsInterpersonal SkillsOrganizational SkillsTime ManagementCommunication Skills

Required

Bachelor's degree or equivalent work or educational experience in servicing business and commercial loans preferred

Minimum two years of experience with Business Account and Loan Products including Commercial Real Estate and Commercial and Industrial, Business Loan Servicing/Processing/Documentation and Business account servicing required

Excellent PC skills, with the ability to learn and train in new software

Excellent interpersonal skills with the ability to present a professional image to management, staff, and outside contacts

Solid understanding of Commercial Loan Products

Familiarity of business products, services and compliance requirements required

Excellent organizational, time management and communication (verbal and written) skills

Shares knowledge freely to help others succeed. Fully participates in meetings, proactively bringing forward relevant information, ideas and potential solutions

Ability to work independently and as a team member, while using discretion in decision making and sound judgment in problem solving

Positively adapts to changes in Golden 1 and/or changes in own role and helps others to do the same

Ability to manage multiple tasks and demands, to work independently and as a team member, and to meet deadlines and effectively adjust to changing priorities

Reliable work attendance

Full-time hours required, with additional hours as necessary including weekends

Basic knowledge of the following systems: Microsoft Office (Word, Excel and Outlook), eFunds, Verafin, Q2, DNA, OFAC, EnAct, ServiceNow, ECM, Fiserv, SpendTrack, Interaction Desktop, Quavo, Docusign, Datasafe, NitroPro, SharePoint