Position Title: Lead Specialist
Schedule:
- M-F, 8 AM - 5 PM ET
- Once a month, a late shift from 11:00 AM - 7:30 PM is required.
- Training: 100% on-site for the first 6 weeks; possible hybrid option thereafter.
Position Summary:
The Lead Specialist is a key member of a high-performing team responsible for commercial client support functions through telephone or written requests. The role involves the timely processing of commercial monetary transactions and scheduled/non-scheduled loan maintenance. The team is dedicated to supporting the growth and servicing of the commercial portfolio while providing exceptional customer service to both internal and external customers. The Lead Specialist executes basic to moderate processing work following defined procedures and handles some complex issues as needed.
Primary Responsibilities:
- Administer moderate procedures, analysis, tasks, and reporting related to documentation for products or processes.
- Review and ensure proper documentation or procedures for complex activities; check the work of less experienced employees.
- Identify and resolve moderate issues by following established guidelines; escalate complex problems to a Senior Specialist or supervisor.
- Provide service regarding billing inquiries, service requests, suggestions, and complaints from customers.
- Use independent thought to recommend and implement programs to solve complex issues and contribute to workflow or process changes.
- Research requests to a logical conclusion and execute remedial action; communicate results effectively and timely.
Day-to-Day Tasks Include:
- Perform accurate and timely monetary processing (e.g., processing Dollar Transaction Forms and Loan Initial Funding Requests).
- Balance general ledger entries via the Automated Posting Application (APA) to minimize account outages; work with the Accounting department to correct discrepancies.
- Post DDA entries via APA to the Hogan system; send out cashier checks and process outgoing wires based on service requests.
- Process requests via departmental Quest, databases, and KeyView system, including Fee Waiver requests and changes to indicative account information.
- Perform maintenance transactions on the CLS system (e.g., setting up borrowing base ticklers and other monetary/indicative system changes).
- Review and action various reports to mitigate potential customer impact issues and ensure system integrity.
Education & Experience Requirements:
- High School Diploma or equivalent work experience required; Bachelor's degree in Finance or Accounting preferred.
- 2 years of experience with a strong knowledge of commercial loan servicing.
- Solid understanding of accounting principles.
- Familiarity with systems such as CLS/CL3 and LoanIQ.
Differentiating Skills:
- Excellent verbal/written communication and interpersonal skills.
- Strong judgment and decision-making abilities; demonstrated leadership skills.
- Strong analytical, research, and problem-resolution skills.
- Comfortable navigating multiple computer systems to solve complex challenges.
- Moderate knowledge of banking policies, procedures, and government regulations.
- Ability to perform complex scheduled and non-scheduled maintenance functions.
- Excellent internal and external customer service skills; proven ability to diffuse difficult customer situations independently.