Golden1
Business Member Support - Business Account and Loan Servicing Specialist
Golden1, Sacramento, California, United States, 95828
Business Member Support - Business Account and Loan Servicing Specialist
Job Description PAY RANGE:
$27.56 - $30.00 HOURLY GENERAL DESCRIPTION: The Business Account and Loan Servicing Specialist provides support in delivering exceptional service to our business members. The primary responsibility is to assist business account holders with inquiries related to their accounts and loans. Responsibilities include handling incoming calls and emails from business banking customers regarding account inquiries and servicing requests, providing comprehensive assistance and guidance on account maintenance, loan options, repayment schedules, and related topics. The specialist communicates via phone and/or email with members, staff, vendors, and third parties to address complex issues and supports leadership as required. TASKS, DUTIES, FUNCTIONS
Proactively identify and resolve member issues to ensure a seamless experience, using problem‑solving skills and available resources. Maintain positive communication, attention to detail, and compliance with laws and regulations related to credit union operations. Review, analyze, and report on member onboarding processes or challenges, researching and evaluating alternatives as needed. Engage with members to identify credit, deposit, and servicing needs, supporting the growth of their business. Reach out to new members within 2 days of onboarding and follow up within 2 weeks, including demos of systems. Process complex requests submitted through the Business Account and Loan Servicing queues, email boxes, and faxes. Review workflows to ensure adherence to Service Level Agreements (SLA) and expedite service requests as needed. Assist in compiling data for periodic audits of business lending operations and ensure compliance with state and federal regulations and policies. Resolve issues related to online banking, business deposit products, business lending products, and money movement services. Maintain knowledge of Golden 1 Credit Union policies and procedures for business deposit and loan servicing. Identify inefficiencies and recommend operational improvements in online account opening processes. Assist internal partners with inquiries or issues related to Commercial and Business Lending servicing matters. Ensure confidentiality of all member and credit union information. Stay current on Golden 1 products and services, policies, and procedures. Organize, prioritize, and perform multiple tasks with attention to detail. Perform general and complex loan maintenance, including rate changes and payment corrections. Analyze and produce reports to ensure work is completed on time; research issues and propose resolutions; field inbound calls and member inquiries. Modify or set up ACH forms for Commercial Real Estate (CRE), loans, and credit cards. Participate in complex operational and member support initiatives within the BMS area. Meet production deadlines daily while maintaining quality and quantity in a fast-paced environment. Demonstrate knowledge of compliance courses annually and complete regulatory trainings applicable to the role. Maintain effective communication with Credit Union staff to coordinate efforts toward goals. Contribute to a positive team environment aligned with corporate, division, and departmental goals. Maintain the Business Change Forms, including new signers or account maintenance. Handle DNA postings of Deferred Fees and Interest for new CRE loans. Address inquiries related to the California Consumer Privacy Act (CCPA). Assist with UCC filings and other duties as assigned. PHYSICAL SKILLS, ABILITIES, AND EXERTION
Ability to communicate effectively, both verbally and in writing, to discuss Golden 1 products and services and resolve member concerns. Manual dexterity to operate an on-line computer terminal and standard office equipment. PHYSICAL REQUIREMENTS
Prolonged sitting with occasional mobility; corrected vision within normal range. ORGANIZATIONAL CONTACTS & RELATIONSHIPS
INTERNAL:
Regular communication with ACH, Wire, BMS, Commercial Lending, IT Help Desk, Deposit Account Servicing, Financial Advisors, Member Development Officers, Call Center, Fraud Management, Learning and Development, Digital Team. Interactions involve research topics. EXTERNAL:
Professional conversations with Golden 1 business members and prospective members via Business Online Platform, secured messaging, e-mail, and telephone. QUALIFICATIONS
EDUCATION:
Bachelor’s degree or equivalent work/educational experience in servicing business and commercial loans. EXPERIENCE:
Minimum three years in business document review, including Business Account and Loan products; proficiency in Commercial Real Estate, Commercial and Industrial, and Business Lending servicing/processing/documentation. KNOWLEDGE / SKILLS:
Knowledge of business organizational structures, strong PC skills, ability to learn new software, professional presentation, and solid understanding of Commercial Loan products and compliance requirements. Ability to work independently and as part of a team, manage multiple tasks, meet deadlines, and adapt to changing priorities. Familiarity with VOD, letters of credit, multi-phased construction, borrowing-based lending, and multiple collateral properties is a plus. Full-time hours with additional hours as needed, including weekends. ADDITIONAL
LICENSES / CERTIFICATIONS:
None #LI-Hybrid THIS JOB DESCRIPTION IN NO WAY STATES OR IMPLIES THAT THESE ARE THE ONLY DUTIES TO BE PERFORMED BY THIS EMPLOYEE. HE OR SHE WILL BE REQUIRED TO FOLLOW OTHER INSTRUCTIONS AND TO PERFORM OTHER DUTIES REQUESTED BY HIS OR HER SUPERVISOR THAT ARE WITHIN HIS / HER KNOWLEDGE, SKILL AND ABILITY AS WELL AS HIS / HER MENTAL AND PHYSICAL ABILITIES.
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Job Description PAY RANGE:
$27.56 - $30.00 HOURLY GENERAL DESCRIPTION: The Business Account and Loan Servicing Specialist provides support in delivering exceptional service to our business members. The primary responsibility is to assist business account holders with inquiries related to their accounts and loans. Responsibilities include handling incoming calls and emails from business banking customers regarding account inquiries and servicing requests, providing comprehensive assistance and guidance on account maintenance, loan options, repayment schedules, and related topics. The specialist communicates via phone and/or email with members, staff, vendors, and third parties to address complex issues and supports leadership as required. TASKS, DUTIES, FUNCTIONS
Proactively identify and resolve member issues to ensure a seamless experience, using problem‑solving skills and available resources. Maintain positive communication, attention to detail, and compliance with laws and regulations related to credit union operations. Review, analyze, and report on member onboarding processes or challenges, researching and evaluating alternatives as needed. Engage with members to identify credit, deposit, and servicing needs, supporting the growth of their business. Reach out to new members within 2 days of onboarding and follow up within 2 weeks, including demos of systems. Process complex requests submitted through the Business Account and Loan Servicing queues, email boxes, and faxes. Review workflows to ensure adherence to Service Level Agreements (SLA) and expedite service requests as needed. Assist in compiling data for periodic audits of business lending operations and ensure compliance with state and federal regulations and policies. Resolve issues related to online banking, business deposit products, business lending products, and money movement services. Maintain knowledge of Golden 1 Credit Union policies and procedures for business deposit and loan servicing. Identify inefficiencies and recommend operational improvements in online account opening processes. Assist internal partners with inquiries or issues related to Commercial and Business Lending servicing matters. Ensure confidentiality of all member and credit union information. Stay current on Golden 1 products and services, policies, and procedures. Organize, prioritize, and perform multiple tasks with attention to detail. Perform general and complex loan maintenance, including rate changes and payment corrections. Analyze and produce reports to ensure work is completed on time; research issues and propose resolutions; field inbound calls and member inquiries. Modify or set up ACH forms for Commercial Real Estate (CRE), loans, and credit cards. Participate in complex operational and member support initiatives within the BMS area. Meet production deadlines daily while maintaining quality and quantity in a fast-paced environment. Demonstrate knowledge of compliance courses annually and complete regulatory trainings applicable to the role. Maintain effective communication with Credit Union staff to coordinate efforts toward goals. Contribute to a positive team environment aligned with corporate, division, and departmental goals. Maintain the Business Change Forms, including new signers or account maintenance. Handle DNA postings of Deferred Fees and Interest for new CRE loans. Address inquiries related to the California Consumer Privacy Act (CCPA). Assist with UCC filings and other duties as assigned. PHYSICAL SKILLS, ABILITIES, AND EXERTION
Ability to communicate effectively, both verbally and in writing, to discuss Golden 1 products and services and resolve member concerns. Manual dexterity to operate an on-line computer terminal and standard office equipment. PHYSICAL REQUIREMENTS
Prolonged sitting with occasional mobility; corrected vision within normal range. ORGANIZATIONAL CONTACTS & RELATIONSHIPS
INTERNAL:
Regular communication with ACH, Wire, BMS, Commercial Lending, IT Help Desk, Deposit Account Servicing, Financial Advisors, Member Development Officers, Call Center, Fraud Management, Learning and Development, Digital Team. Interactions involve research topics. EXTERNAL:
Professional conversations with Golden 1 business members and prospective members via Business Online Platform, secured messaging, e-mail, and telephone. QUALIFICATIONS
EDUCATION:
Bachelor’s degree or equivalent work/educational experience in servicing business and commercial loans. EXPERIENCE:
Minimum three years in business document review, including Business Account and Loan products; proficiency in Commercial Real Estate, Commercial and Industrial, and Business Lending servicing/processing/documentation. KNOWLEDGE / SKILLS:
Knowledge of business organizational structures, strong PC skills, ability to learn new software, professional presentation, and solid understanding of Commercial Loan products and compliance requirements. Ability to work independently and as part of a team, manage multiple tasks, meet deadlines, and adapt to changing priorities. Familiarity with VOD, letters of credit, multi-phased construction, borrowing-based lending, and multiple collateral properties is a plus. Full-time hours with additional hours as needed, including weekends. ADDITIONAL
LICENSES / CERTIFICATIONS:
None #LI-Hybrid THIS JOB DESCRIPTION IN NO WAY STATES OR IMPLIES THAT THESE ARE THE ONLY DUTIES TO BE PERFORMED BY THIS EMPLOYEE. HE OR SHE WILL BE REQUIRED TO FOLLOW OTHER INSTRUCTIONS AND TO PERFORM OTHER DUTIES REQUESTED BY HIS OR HER SUPERVISOR THAT ARE WITHIN HIS / HER KNOWLEDGE, SKILL AND ABILITY AS WELL AS HIS / HER MENTAL AND PHYSICAL ABILITIES.
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