JOB SUMMARY

Provides clerical support to the Consumer Loan Department, which includes assisting customers in person and via telephone.

DUTIES

• Answers telephone and assists walk-up customers with routine inquiries including change of address, payoff quote, automatic payment and direct to correct department – Consumer, Mortgage or Commercial.
• Processes TMS transactions as requested by Consumer Lenders and/or Clients.
• Tracks referrals for Mortgage and HELOC loans and prepares monthly report for HR to be paid out in the second payroll of each month.
• Inputs data into the Consumer Lenders scorecards on a monthly basis.
• Creates and maintains procedures for consumer loan functions.
• Prepares and mails paid note letters with termination statements for installment loans.
• Pulls and shreds installment and HELOC files on a monthly basis.
• Moves Installment notes and HELOC files to make room for new files on a quarterly basis.
• Processes new UCC filings, continuations and terminations, as requested.
• Files electronic copies of Driver’s License from UCC filings appropriately in the consumer loan folder.
• Monitors and generates amortization schedules for any HELOC going into repayment period.
• Sends Consumer Lenders updated maturing HELOC report on a weekly basis.
• Processes State of Michigan Direct Access Website inquires on vehicle titles.
• Serves as Administrator for Wolters Kluwer Compliance One Loan Software,
• Serves as Administrator for GAP Insurance and internal contact for claims.
• Creates and runs Viewpoint Reports for consumer loan function.
• Prepares monthly discharge letters and lien release to clients. Mail appropriate documentation to the register of deeds.
• Delivers various documents to local Register of Deeds and/or Secretary of State, as needed.
• Processes all incoming mail requests; such as address, UCC continuations, new titles, loan payments or payoffs, etc.
• Adjusts all Consumer loan rate sheets, as directed.
• Prepares and reviews loan packages for direct consumer loans.
• Reviews incoming titles and mails to clients.
• Tracks Outstanding Lien Placement on Consumer Loans to ensure our lien has been placed.
• Maintains outstanding lien spreadsheet and email to Consumer Lenders monthly.
• Prepares and mails monthly Home Equity maturity letters to clients.
• Prepares monthly remittance report to American Modern, GAP and Assurance Plus for disability and life insurance products sold.
• Inputs data into the consumer loan dashboard on a quarterly basis.
• Maintains and protects confidentiality of client information.
• Maintains regular, on-time attendance.
• Remains current in assigned training and continuing education for designation retention (online, video, in-house emails, telephone seminars, etc.)
• Complies with all regulatory requirements including Bank Secrecy Act and all others specific to their position.
• Performs other various duties as assigned.

CONTACT WITH OTHERS – INTERNAL

Communicates on a regular basis with loan officers, branch managers, collections, commercial loan, mortgage loan, client service, loan operations and branch staff.

CONTACT WITH OTHERS – EXTERNAL

Communicates on a regular basis with loan clients, local banks, title companies, lawyers, appraisers, County offices, etc.

SKILLS

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• High School diploma or equivalent.
• Passion for providing a stellar customer service experience to all customers (external and internal) and ability to instill this passion in others.
• Excellent interpersonal skills (tactfulness, cooperation, courteousness and customer friendliness) are necessary to represent the bank in a positive manner.
• Positive and cooperative approach when working with others.
• Excellent written communication skills with demonstrated ability to write clearly, concisely and effectively, with attention to detail for visually appealing output and accurately proofreading publications.
• Excellent verbal communication skills with the demonstrated ability to effectively present information to customers and management.
• Strong administrative skills with effectiveness in developing tasks and managing resources to achieve targets/goals.
• Strong computer skills with a proficiency in MS Office and ability to learn and train others on applicable loan software.
• Strong analytical, financial, organizational and decision-making skills.
• Ability to respond to inquiries or complaints from customers, or members of the business community in a positive and professional manner.
• Ability to cope with pressure resulting from dealing with impatient and sometimes irate customers.

WORKING CONDITIONS

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the work environment will include:

• Works in a normal office environment.

PHYSICAL REQUIREMENTS

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is regularly required to:

• Communicate effectively, both verbally and in writing.
• Keyboard information (computer and calculator).