What are the responsibilities and job description for the Customer Relations Specialist position at National Cooperative Bank. N.A.?
Customer Relations Specialist
PRIMARY RESPONSIBILITIES AND ACCOUNTABILITIES:
- Collect missing financial statements from borrowers primarily via telephonic contact with email follow up. This will include annual financial statements, quarterly financials (when required) and budgets.
- Satisfy outstanding financial statement covenants upon receipt of acceptable documentation and launch tasks for analysts to complete within the Strategy servicing system.
- Non-compliance follow-up with borrowers for additional financial information, as required.
- Maintain the Financial Analyst group email account by saving documents within 24-hours of receipt in the necessary folders.
- Collect insurance policies and certificates of insurance from borrowers or their insurance representatives primarily via telephonic contact with email follow up for compliance review.
- Data entry into the Strategy loan servicing system of borrower policy coverages.
- Collect evidence of premium payments.
- Monitor Insurance Compliance group email account for requested items, and analyst assignments, saving received documents within 24-hours of receipt in the necessary folders.
- Assist in collecting documentation to verify completion of non-compliance items.
SECONDARY RESPONSIBILITIES AND ACCOUNTABILITIES:
- Assist with special projects and document collection for audits.
- Collaborate with asset managers to ensure any documents received by the asset management team are correctly accounted for.
- Collaborate with loan officers to assist with challenging customers.
- Mail physical compliance letters.
- Other duties as may be assigned.
Minimum Qualifications:
- A minimum of 3 years related experience in customer service or customer relationship management
- Experience in the commercial real estate or commercial banking industry, and/or insurance industry is preferred
- Must have excellent customer service skills, persistence, and the ability to deal with difficult clients in a professional manner
- Firm knowledge of basic computer skills, including Microsoft Excel, Word, Chrome, and Outlook
- Excellent organizational skills to effectively manage multiple job duties and personalities.
- Strong communication skills, both written and verbal
- Resourceful, innovative, and well organized
- Ability to assess problems and/or unusual situations and develop logical solutions
- Strong ethical focus
- Strong attention to detail
- Knowledge and understanding of the importance of financial/compliance deadlines from a regulatory standpoint
Eligibility requirements may differ for each benefit or program.
National Cooperative Bank, N.A. is an Equal Employment Opportunity Employer (EOE/AA)
LI-DNI
