Golden 1 Credit Union
Business Member Support - Business Account and Loan Servicing Representative
Golden 1 Credit Union, Sacramento, California, United States, 95828
Business Member Support - Business Account and Loan Servicing Representative
Join to apply for the Business Member Support - Business Account and Loan Servicing Representative role at Golden 1 Credit Union
STATUS: NON-EXEMPT
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REPORTS TO: SUP - BUSINESS ACCOUNT AND LOAN SERVICING
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DEPARTMENT: BUSINESS MEMBER SUPPORT
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JOB CODE: 11737
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PAY RANGE: $25.02 - $26.50 HOURLY
General Description The role of a Business Account and Loan Servicing Representative requires a dynamic and driven individual with a strong commitment to service excellence. This individual delivers outstanding service, employs effective call handling to ensure a positive and memorable member experience, and serves as the primary point of contact for business members. They respond promptly to inquiries, resolve issues, and provide ongoing support and guidance. They collaborate with internal teams, including lending, treasury management, and other business partners, to deliver comprehensive solutions to business members.
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 needs, focusing on credit, deposit, and servicing process needs, and assist in growing their business.
Initiate contact with new members within 2 days of membership initiation and conduct a follow-up after 2 weeks.
Modify or set 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.
Demonstrate advanced credit union knowledge, ability to resolve issues, provide digital support, and escalate with minimal guidance.
Foster a positive and engaging work environment and embody the organization’s mission, vision, and core values.
Navigate software applications and manage multiple screens while resolving member concerns.
Maintain understanding of state and federal laws and regulations related to credit union compliance applicable to the position.
Handle general inquiries with empathy and a sense of urgency, understanding member needs and concerns.
Perform multiple internal queues while maintaining service levels and regulatory requirements.
Proactively conduct comprehensive needs assessments to identify tailored financial products and services.
Deliver exceptional member service, listen actively, gather information, and resolve issues effectively.
Educate members about products to foster loyalty and retention; document interactions in the internal ticketing system.
Perform routine tasks within work guidelines, policies, and regulations; resolve problems and maintain high-quality customer experience.
Identify and implement process efficiencies; escalate procedural updates for approval as needed.
Organize, prioritize, and perform multiple tasks with attention to detail.
Work to improve standard processes and anticipate issues to prevent problems.
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 inquiries.
Must be able to perform amortizations of Commercial Loans.
Meet production deadlines daily while maintaining quality and quantity in a fast-paced environment.
Demonstrate knowledge of compliance requirements; review and pass regulatory courses relevant to job functions.
Maintain effective communication with all Credit Union employees to support goals.
Participate in a positive teamwork environment and contribute to departmental goals.
Perform additional duties as assigned.
Physical Skills, Abilities, and Exertion
Effective oral and written communication to interact with staff and members; follow-up on research requests, inquiries, and concerns.
Must possess manual dexterity to operate a computer terminal and standard office equipment.
Organizational Contacts & Relationships INTERNAL:
Regular interaction with ACH, Wire, BMS, Commercial Lending, IT Help Desk, Deposit Account Servicing, Financial Advisors, Call Center, Fraud Management, Learning and Development, Digital Team, and other departments.
EXTERNAL:
Professional communication with Golden 1 business members and prospective business members via Business Online Platform, secured messaging, email and phone.
Qualifications EDUCATION:
Bachelor’s degree or equivalent in servicing business and commercial loans preferred.
EXPERIENCE:
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.
Knowledge / Skills
Excellent PC skills and ability to learn new software.
Strong interpersonal skills and professional presentation.
Solid understanding of Commercial Loan Products and compliance requirements.
Excellent organizational, time management, and communication skills (verbal and written).
Ability to work independently and as part of a team; good judgment and discretion.
Adaptability to changes and ability to manage multiple tasks and priorities.
Reliable attendance; full-time hours with additional hours including weekends as needed.
Proficiency with systems: Microsoft Office, eFunds, Verafin, Q2, DNA, OFAC, EnAct, ServiceNow, ECM, Fiserv, SpendTrack, Interaction Desktop, Quavo, Docusign, Datasafe, NitroPro, SharePoint.
Physical Requirements Prolonged sitting with occasional mobility; corrected vision within normal range.
Licenses / Certifications None
REV. 3/20/2025
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STATUS: NON-EXEMPT
|
REPORTS TO: SUP - BUSINESS ACCOUNT AND LOAN SERVICING
|
DEPARTMENT: BUSINESS MEMBER SUPPORT
|
JOB CODE: 11737
|
PAY RANGE: $25.02 - $26.50 HOURLY
General Description The role of a Business Account and Loan Servicing Representative requires a dynamic and driven individual with a strong commitment to service excellence. This individual delivers outstanding service, employs effective call handling to ensure a positive and memorable member experience, and serves as the primary point of contact for business members. They respond promptly to inquiries, resolve issues, and provide ongoing support and guidance. They collaborate with internal teams, including lending, treasury management, and other business partners, to deliver comprehensive solutions to business members.
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 needs, focusing on credit, deposit, and servicing process needs, and assist in growing their business.
Initiate contact with new members within 2 days of membership initiation and conduct a follow-up after 2 weeks.
Modify or set 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.
Demonstrate advanced credit union knowledge, ability to resolve issues, provide digital support, and escalate with minimal guidance.
Foster a positive and engaging work environment and embody the organization’s mission, vision, and core values.
Navigate software applications and manage multiple screens while resolving member concerns.
Maintain understanding of state and federal laws and regulations related to credit union compliance applicable to the position.
Handle general inquiries with empathy and a sense of urgency, understanding member needs and concerns.
Perform multiple internal queues while maintaining service levels and regulatory requirements.
Proactively conduct comprehensive needs assessments to identify tailored financial products and services.
Deliver exceptional member service, listen actively, gather information, and resolve issues effectively.
Educate members about products to foster loyalty and retention; document interactions in the internal ticketing system.
Perform routine tasks within work guidelines, policies, and regulations; resolve problems and maintain high-quality customer experience.
Identify and implement process efficiencies; escalate procedural updates for approval as needed.
Organize, prioritize, and perform multiple tasks with attention to detail.
Work to improve standard processes and anticipate issues to prevent problems.
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 inquiries.
Must be able to perform amortizations of Commercial Loans.
Meet production deadlines daily while maintaining quality and quantity in a fast-paced environment.
Demonstrate knowledge of compliance requirements; review and pass regulatory courses relevant to job functions.
Maintain effective communication with all Credit Union employees to support goals.
Participate in a positive teamwork environment and contribute to departmental goals.
Perform additional duties as assigned.
Physical Skills, Abilities, and Exertion
Effective oral and written communication to interact with staff and members; follow-up on research requests, inquiries, and concerns.
Must possess manual dexterity to operate a computer terminal and standard office equipment.
Organizational Contacts & Relationships INTERNAL:
Regular interaction with ACH, Wire, BMS, Commercial Lending, IT Help Desk, Deposit Account Servicing, Financial Advisors, Call Center, Fraud Management, Learning and Development, Digital Team, and other departments.
EXTERNAL:
Professional communication with Golden 1 business members and prospective business members via Business Online Platform, secured messaging, email and phone.
Qualifications EDUCATION:
Bachelor’s degree or equivalent in servicing business and commercial loans preferred.
EXPERIENCE:
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.
Knowledge / Skills
Excellent PC skills and ability to learn new software.
Strong interpersonal skills and professional presentation.
Solid understanding of Commercial Loan Products and compliance requirements.
Excellent organizational, time management, and communication skills (verbal and written).
Ability to work independently and as part of a team; good judgment and discretion.
Adaptability to changes and ability to manage multiple tasks and priorities.
Reliable attendance; full-time hours with additional hours including weekends as needed.
Proficiency with systems: Microsoft Office, eFunds, Verafin, Q2, DNA, OFAC, EnAct, ServiceNow, ECM, Fiserv, SpendTrack, Interaction Desktop, Quavo, Docusign, Datasafe, NitroPro, SharePoint.
Physical Requirements Prolonged sitting with occasional mobility; corrected vision within normal range.
Licenses / Certifications None
REV. 3/20/2025
#J-18808-Ljbffr