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Golden 1 Credit Union · 4 months ago

Business Member Support - Business Account and Loan Servicing Senior Specialist

8945 Cal Center Dr, Sacramento, CA 95826, USA

Full-time

Hybrid

Senior Level

$30.31/hr - $35/hr

5+ years exp

Golden 1 Credit Union is seeking a Business Account and Loan Servicing Senior Specialist to assist with overseeing daily workflows within the Business Member Support department. This role involves managing complex requests, ensuring service excellence, and supporting compliance reviews while promoting a positive member experience.

BankingFinanceFinancial Services

Responsibilities

Participate in planning, organizing, directing, and monitoring business activities in Business Account and Loan servicing. As necessary, document activities, follow-up and resolve problem solutions

Engage in conversations centered around business member’s needs, specifically focusing on credit, deposit, and servings process needs of the member assist in growing their business

Oversee and process complex requests submitted through the Business Account and Loan Servicing Queues, email inboxes and faxes

Responsible for ensuring service excellence to all credit union staff, external business partners, and members of the Golden 1 Credit Union by continually reinforcing our Mission, Vision, and Core Values

Monitor queue news and ensure all workflows are in SLA. Expedite service requests as needed

Be a subject matter expert for the loan servicing system regarding fee management and system settings, credit bureau reporting and adherence to all regulatory requirements

Monitor Business Loan portfolio including rates, and applicable system tables, to ensure periodic rate changes take effect according to prescribed timelines, in alignment with member loan documentation and in response to direction from leadership

Assist with the Developing, testing, implementation, and document effective process controls to ensure that all processes are in compliance with regulatory requirements and working as intended

Identifying opportunities to promote additional banking services

Promote and support the member experience within a Digital platform

Monitor, periodically evaluate, and report risk associated with the Loan portfolio as it relates to corporate credit union risk controls, and department standards

Ensure effective cross-collaboration and teamwork with all internal and external stakeholders by proactively developing and nurturing mutually beneficial partnerships

Responsible for production and service- related goals by driving service production, managing the pipeline, eliminating bottlenecks, and ensuring optimal service levels and member experience at all times

Monitor General Ledger accounts associated with department tasks, including the review and prudent use of Member Accommodation

Key tasks including auditing and first line quality control on loan products and changes made by the team, and in partnership with our internal QC team

Create and maintain production reports and send required reporting to appropriate parties daily, weekly, and monthly

Meet production deadlines daily while cognizant with quality and quantity in a fast-paced environment

Support quality control and risk assessments

Coach and train employees along with evaluating department needs. Assist with performance appraisals for staff. Promote employee engagement and develop action plans to keep employees engaged throughout the year

Foster a positive and engaging work environment. Provide leadership to team members by promoting skill development, coaching for improvement and growth, inspiring through your words and actions, and maintaining positive employee morale. Embrace Golden 1’s mission, vision, and core values and weave into team and individual discussions

Focus on the Member’s experience as it relates to the servicing of their loan and/or account and look to develop new processes, and/or enhancements that progress the level of service. Establish processes that effectively monitor the service provided and implement improvements as necessary

Assisting with all escalated deposit account and loan servicing issues and maintaining exception approval authority limits. Identify, investigate, and resolve member and employee concerns in a timely manner. Communicate and interact with other Golden 1 departments and branches to assist with error resolution and information exchange

Work with Information Technology (IT) staff and system vendors on system issues/concerns to ensure maximum operational effectiveness

Maintain a thorough understanding of state and federal laws and regulations related to credit union compliance including UDAP, BSA, AML. TILA, Establish and maintain control activities that mitigate risks consistent with the Credit Union’s risk appetite and ensure operational integrity and compliance with applicable regulations

Review and submit appropriate legal filings, as well as necessary follow-up, including both internal and external attorney engagement as necessary

Support projects. Research and analyze data, prepare reports for leadership

Assist with the monitoring and reporting of the member Data Changes are completed monthly per policy. Review the Data Change training module and update as necessary on an annual basis

Organize, prioritize, and perform multiple tasks simultaneously while being detailed oriented

Maintain an in-depth knowledge of Golden 1 operational policies and procedures

Perform other duties as assigned

Qualification

Business Account ServicingLoan ServicingProject CoordinationRegulatory ComplianceMicrosoft OfficeCommercial Loan ProductsInterpersonal SkillsAnalytical SkillsDeescalating SkillsAttention to DetailTeam Collaboration

Required

Bachelor's degree in business or a related field preferred. Directly related experience may be considered in lieu of education

Five years of progressive Business Account and Loan Serving experience within a financial institution preferred

Five years of progressive Leadership experience

At least one year experience in planning, developing, and coordinating projects is desired

Excellent oral and written communication skills

Strong PC skills and advanced knowledge of Microsoft Office (Excel, Word, Outlook)

Extensive knowledge on verifying the business's organizational documents, including articles of incorporation, partnership agreements, or other relevant documents based on the business structure

Excellent PC skills, with the ability to learn and train in new software

Excellent interpersonal skills with the ability to present a professional image to management, staff, and outside contacts

Solid understanding of Commercial Loan Products; including Construction and Commercial Loan servicing required

Familiarity of business products, services and compliance requirements required

Excellent organizational, time management and communication (verbal and written) skills

Ability to work independently and as a team member, while using discretion in decision making and sound judgment in problem solving

Ability to manage multiple tasks and demands, to work independently and as a team member, and to meet deadlines and effectively adjust to changing priorities

Excellent analytical, organizational skills and attention to detail

Ability to calculate figures and amounts

Deescalating skills

Understand the use of the automated loan origination system

Operate on standard Microsoft programs and other computer operations

Ability to effectively communicate policy/procedures to staff to assist the manager with training

Excellent loan serving experience with the knowledge of VOD, letter of credit, multi-phased construction, borrowing based lending, and multiple collateral properties

Full-time hours required, with additional hours as necessary including weekends

Preferred

Basic knowledge of the following systems: Microsoft Office (Word, Excel and Outlook), eFunds, Verafin, Q2, DNA, OFAC, EnAct, ServiceNow, ECM, Fiserv, SpendTrack, Interaction Desktop, Quavo, Docusign, Datasafe, NitroPro, SharePoint