CUSTOMER SERVICE BANKING SPECIALIST
Location: Brooklyn, OH 44144 (100% onsite)
Duration: 4 months
Start: December 2024
Under direct supervision, the Specialist is primarily focused on execution of basic processing and/or quality verification work following defined procedures. The Specialist is also responsible for routine operational and/or administrative work and escalates any issues. This position will be responsible for client support and quality review functions through telephone or written requests, the timely processing of commercial monetary transactions, and scheduled and non-scheduled loan maintenance by contributing to a high performing work team environment. This process includes loan servicing system input, balancing and related research. Other duties include performance of special instructions and follow-up for accurate and timely completion of transactions ensuring compliance with established policies, procedures, and service level agreements. The incumbent will participate as a team member dedicated to supporting the growth and servicing of the portfolio, providing the highest quality of customer service and satisfaction for internal and external customers alike.
Responsibilities:
This role covers a combination of staff within the areas of retail banking, small business banking, consumer lending, origination and a broad range of responsibilities and duties.

• Administers defined procedures, analyses, tasks, and report preparation while receiving explicit instructions for filing, recording, processing, servicing, recording, and/or organization of documentation associated with a product or process.
• May assist in reviewing or ensuring proper documentation or procedures are used for basic activities.
• Performs basic routine tasks assigned by manager.
• May provide service in relation to routine billing inquiries, service requests, suggestions, and complaints from customers.
• Completes work by following clearly defined procedures.
• Perform tasks as a fully contributing member of a high performing work team.
• Provide world-class level of quality customer service and teamwork.
• Answer client questions and inquiries that are phoned in directly to Loan Services.
• Perform accurate and timely monetary processing as indicated including processing of Dollar Transaction Forms and Loan Initial Funding Requests via the Centralized Funding process.
• Balance general ledger entries via Automated Posting Application (APA) to minimize account outages and work with the Accounting department to correct discrepancies in a timely manner.
• Post DDA entries via APA to Hogan system, send out cashier checks and process outgoing wires as needed based on service requests.
• Process requests received via departmental Quest, databases and system including Fee Waiver requests and changes to indicative account information including transactions such as reapplication of payments, research of missing or misapplied payments, and producing payment history statements.
• Perform maintenance transactions including, but not limited to, setting up borrowing base ticklers, Advance Paydown ticklers and other monetary and indicative system changes.
• Careful and timely review and action of various reports to alleviate potential customer impact issues and to ensure system integrity.
• Research requests to a logical conclusion and execute remedial action.
• Communicate to the requester the results of research and resolution of the problem effectively and timely.
• Perform quarterly Operational testing as scheduled.
• Assist other team members with daily workload to ensure timely completion and achievement of work team assignments.
• Actively pursue development of self to better support team and future advancement.

Qualifications:

• Financial acumen (accounting).
• Initiative.
• Resilience and adaptability to change.
• Customer service experience.
• Problem resolution abilities.
• Strong written and verbal communication.
• Flexibility and patience to work in a fast-paced environment.

#TB_EN