Commercial Client Services - SBA

Job Title: Lead Specialist

Location Options:

• 4910 Tiedeman, Brooklyn, OH 44144
• 4224 Ridge Lea Road, Amherst, NY 14226

Hours:

• Monday to Friday, 8:00 AM - 5:00 PM ET
• Once a month: Late shift from 11:00 AM - 7:30 PM

Training:

• 100% on-site for the first 6 weeks
• Possibly hybrid afterward

Position Summary:

The Lead Specialist is a vital part of a high-performing team responsible for commercial client support functions through telephone or written requests. This role involves the timely processing of commercial monetary transactions and scheduled and non-scheduled loan maintenance. The Lead Specialist focuses on executing basic to moderate processing work, following defined procedures, and expanding to complex issues as development occurs. Under some supervision, this position requires moderate operational and administrative tasks, with occasional decision-making and escalation of issues as needed.

Primary Functions:

• Administers moderate procedures, analysis, tasks, and reporting for filing, recording, processing, servicing, and documentation associated with products or processes.
• Reviews and ensures proper documentation for complex activities and checks the work of less experienced employees.
• Identifies and resolves moderate issues by following established guidelines, referring complex problems to a Senior Specialist or supervisor.
• Provides service for billing inquiries, service requests, suggestions, and complaints from customers.
• Uses independent judgment to recommend and implement programs to solve complex issues and contribute to workflow or process change.
• Researches requests to a logical conclusion and executes remedial action, communicating results effectively and timely.
• Performs other duties as assigned, including special tasks and follow-up for accurate and timely completion of transactions.

Day-to-Day Tasks Include:

• Accurate and timely monetary processing, including processing Dollar Transaction Forms and Loan Initial Funding Requests via the Centralized Funding process.
• Balancing general ledger entries via the Automated Posting Application (APA) to minimize account outages and collaborating with the Accounting department to correct discrepancies.
• Posting DDA entries via APA to the Hogan system, sending out cashier checks, and processing outgoing wires based on service requests.
• Processing requests via departmental Quest, databases, and KeyView system, including Fee Waiver requests and changes to account information.
• Performing maintenance transactions on CLS, including setting up borrowing base ticklers and Advance Paydown ticklers.
• Reviewing and acting on various reports to alleviate potential customer impact issues and ensure system integrity.

Education, Experience, & Skills:

• Education: High School Diploma or equivalent required; Bachelor's degree in Finance or Accounting preferred.
• Experience: 2 years of experience with a strong knowledge of commercial loan servicing.
• Skills:
  • Solid understanding of accounting principles.
  • Familiarity with systems such as CLS/CL3 and LoanIQ.
  • Excellent verbal/written communication and interpersonal skills.
  • Strong judgment, decision-making, and leadership abilities.
  • Strong analytical, research, and problem-resolution skills.
  • Comfort navigating multiple computer systems and applications.
  • 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 and proven ability to diffuse difficult situations.