The SBA Loan Operations Specialist is responsible for the SBA Loan Operation Department functions. SBA, USDA and Commercial Loan boarding in compliance and adherence with SBA SOP, state and federal laws and regulations, as well as Bank lending policies and procedures; Processes payments and advances on the SBA Loan System: Prepares monthly SBA 1502 report and the monthly USDA remittances. Reviews and balances daily SBA General Ledger accounts. Organizes and prepares original note files for retention. Manages Vendor payments, as needed. Ensure SBA loan ticklers are properly documented during the loan boarding process. Assumes responsibility for various department functions as necessary or in the absences of staff members. Promote business for the Bank by maintaining good customer relations and referring customers to appropriate staff for new services. Some direct customer contact and cross-training for other positions within the SBA Department is to be expected. Primary responsibilities are defined below and not all inclusive and is subject to change based on management decisions regarding the needs of the department and the bank.
ESSENTIAL DUTIES:
- Upholds, at all times, the Bank’s Core Values of: Integrity, Respect, Positive Attitude, Empowerment, Accountability, and Excellence.
- Delivers on the Bank’s tagline of “Your Best Banking Experience – Ever!” by reinforcing the application of superior customer service through own example along with appropriate follow through with involved customers and employees; actively participates in specific periodic meetings and presentations on this topic with all staff members.
- Responsible for the boarding and callback process of SBA, USDA, Commercial loan types, as well as SBA and USDA participation loans. Responsible for loan maintenance on the SBA system, loan payments, reconciling returned items, non-posted items and other SBA transactions.
- Responsible for accurate reporting of the monthly SBA 1502 report and USDA monthly remittances.
- Responsible for tracking all loan collection expenses, vendor fees, and other professional fees. Responsible for reconciliation of GL accounts, billing issues/discrepancies.
- Ensure ticklers are properly documented.
- Assists Loan Officers, lending support staff, and other Bank personnel in resolving inquiries or issues relating to loan servicing. Processes, solves, and answers complex customer transactions, problems, or inquiries.
- Reinforces the application of superior customer service through his or her own example along with appropriate follow-through with involved customers and employees. Answers telephones, answers questions and directs callers to proper Bank personnel.
- Responds to inquiries or refers inquiries to the appropriate department or person and exhibits the necessary follow-through with customers and/or staff involved.
- Assumes responsibility for special projects; gathers data and prepares reports for Senior Management, audits, and other personnel.
- Other duties as assigned.
SUPERVISORY RESPONSIBILITY:
- The position is not responsible for the supervision of any employees.
MENTAL DEMANDS:
This position must be able to accommodate reading documents or instruments, detailed work, problem solving, customer contact, reasoning, math, language, presentations, verbal and written communication, analytical reasoning, stress, multiple concurrent tasks, and constant interruptions.
MINIMUM REQUIREMENTS:
- Bachelor’s degree (BA) or equivalent from a college or university, and 4 years customer service experience or relevant work experience and/or training; or equivalent combination of education and experience in the financial services industry.
- Advanced knowledge and understanding of financial institution departments and activities; knowledge of related state and federal banking compliance regulations, Bank policies and procedures, and the Bank’s products and services.
- Excellent organizational and time management skills with basic skills in computer terminal and personal computer operation; host computer system; word processing, spreadsheet, and specialty software programs with intermediate typing skills to meet production needs of the position.
- Advanced math skills; ability to calculate interest, commissions, proportions, and percentages; balance accounts; add, subtract, multiply and divide in all units of measure, using whole numbers, common fractions, and decimals; locate routine mathematical errors; compute rate, ratio, and percent, including the drafting and interpretation of bar graphs.
- Exceptional verbal, written and interpersonal communication skills with the ability to apply common sense to carry out instructions and instruct others, train personnel, draft reports, correspondence, and procedures, speak clearly to customers and employees.
- Ability to deal with complex problems involving multiple facets and variables in non-standardized situations and work with minimal supervision while performing duties.
- Demonstrate excellent customer service via phone, email, and in-person and excellent communication and organizational skills.
- Must possess the ability to set priorities, manage tasks and meet critical deadlines.
- Microsoft Office suite required with strong Excel skills.
- Must possess accurate keyboard, spelling, and grammar skills as well as superior written and oral communication skills.
- Must be able to sit for extended periods of time, operate a computer, and telephone.
- This position requires writing, typing, speaking, listening, lifting (up to 50 pounds), driving, carrying, seeing (such as close, color and peripheral vision, depth perception and adjusted focus), sitting, pulling, walking, standing, squatting, kneeling, and reaching.
- Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.
Management reserves the right to change this position description at any time according to business needs.