Toledo Region Jobs

Summary/Objective

Provide gold standard service by telephone to clients in an efficient and professional manner. Researches and resolves client requests and answers inquiries with regard to account maintenance, balance transfers, stop payments, and statement requests.

Essential Duties & Responsibilities

The following duties are normal for this position. These are not to be construed as exclusive or all-inclusive. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

DEPOSIT OPERATIONS
1. Research Resolution - Research and resolve client requests and inquiries with regard to account maintenance, balance transfers, stop payments and statement requests.
2. Documentation - Review and update the Bank’s client information files. This includes document review for accuracy and regulatory compliance, and then properly storing the documents in the Bank’s online database, OnBase.
3. Data Entry - Responsible for data entry into the Bank’s Core Banking software. This includes telephone transfers, relationship mapping, account maintenance and client file maintenance.
4. Risk Mitigation - Responsible for daily fraud reviews including query of high risk suspects, large item, address maintenance and other maintenance reports.
5. Third Party Processing - Responsible for certain third party account processes, which include, but are not limited to CDARS and ICS file processing, remitting IOLTA/IOTA interest, remitting Federal Withholding and submitting Child Support payments, etc.
6. Accounting - Manage daily accounting and bookkeeping tasks using reports generated from Jack Henry and Image Centre. Many of these tasks require the ability to work in Excel.
7. Return Items - Manage the following daily return processes: Notify FIS of items being rejected for payment; notify and process returned deposited items; resolve unposted items; work with officers to coordinate NSF notices.
8. Client Inquiries – Promptly assist with client inquiries.

LOAN OPERATIONS
1. New loan set-up/Loan maintenance – Utilize SilverLake system to load new CIFs and book new loans as well as letters of credit, sub-notes and participations. Also perform maintenance to existing loans per amendments and note specifications.
2. Shadow loans – Maintain status as necessary to place loans on non-accrual/charge-off.
3. Transaction processing – Prepare payments for entry to teller system. Use maintenance express and SilverLake phone transfer system to post payment and draw requests. Prepare any necessary ledger or deposit entries to post loan activity. Monitor and post any payments received via wire. Post adjustments and corrections as needed.
4. Escrow – Set up escrow accounts for loans in order to pay real estate taxes and/or hazard insurance for clients. Pay bills for individuals in a timely manner. Analyze activity annually to update payments required from clients.
5. Automatic Transfers – Set up AFTs for loans and monitor daily activity journal.
6. Rate Indexes – Update rate indexes used by loan dept. (These can be daily, weekly, monthly)
7. Prime Rate – Maintain SBNA and Wall Street Journal prime when instructed by senior management. This will cause system to print change notices that will need to be mailed to our clients.
8. Payment Notices – Prepare daily loan notices and statements for mailing.
9. Quality Control – Check daily reports and posting journals for possible errors, paying close attention to on-line banking, ACH and payment ticket copies. Also check for any payment exceptions or rate errors.
10. Past Due – Monitor past due and late fee reports for possible errors.
11. Payoff Quotes/Questions – Prepare payoff statements and answer client questions.
12. Loan Reconciliation – Keep loan application in balance with general ledger. This will include tracking of any loans that have been disbursed but not booked, correcting any unpostables and settling participation activity with correspondent banks (notify and wire funds).
13. Administrative – Track mortgage ARM changes. Maintain tickler for negotiable rates and other note specifications as necessary. Make updates/changes to loan parameters as necessary to facilitate improvements to client service.

Competencies

1. Gold Standard / Client Relations

2. Accountability / Dependability / Reliability

3. Integrity / Ethical Conduct

4. Teamwork / Interpersonal Skills / Active Listening

5. Job Knowledge / Job Responsibilities

6. Accuracy / Thoroughness / Attention to Detail

7. Technical Aptitude

8. Professional Verbal & Written Communication

9. Organizational Skills / Time Management

10. Responsive and flexible to other duties as assigned on an intermittent or regular basis as needed.

Supervisory Responsibility

This position has no direct supervisory responsibilities.

Work Environment

This job operates in a clerical, office setting. This position uses standard office equipment such as computers, phones, photocopiers, scanners, fax machines and filing cabinets on a daily basis.

Physical Demands

Most of this position’s responsibilities and duties are performed sitting or standing at a workstation. Some filing and storage duties are required by this position. The ability to lift files, open filing cabinets, bend or stand on a stool, as well as loading and carrying boxes is a necessary ability. This position may be required to lift up to 50 pounds. The physical demands described here are representative of those that must be met to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions.

Position Type/Expected Hours of Work

This position is classified as non-exempt by the Fair Labor Standards Act (FLSA). Typical hours will be Monday – Friday 8:00 am – 5:00 pm. Additional hours may be required.

Required Education & Experience

1. High School Diploma or equivalent

2. 3 years of relevant work experience

Preferred Education & Experience

1. 3 or more years’ experience in a bank or financial institution environment