POSITION SUMMARY: Assist and support the lending team and customers with their financing needs. Responsibilities include maintaining loan files, preparing necessary loan documentation and inputting loans on the computer system. This position will serve as a back-up Teller and sell/cross-serve based on customer needs while providing excellent customer service.
Supervisory Authority: None
Working Relationships - Internal: Works directly with loan officers, Location Manager and other staff throughout the organization.
Working Relationships – External: Works directly with customers and serves as primary contact with the public.
MAJOR DUTIES - ESSENTIAL
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Performs a variety of loan support activities including but not limited to:
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Examine notes and supporting documents for completeness.
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Prepare loan documents in loan software.
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Board loans on the core processor system.
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Input loan extensions and modifications as needed.
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Provide lenders with assistance in a variety of credit administration activities including, but not limited to document preparation, file organization, documentation, contact with third party providers, filing and recording of legal documents as well as other activity related to maintaining a properly documented file and quality service to the customer.
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Process loan advances and payments.
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Assist with administrative and customer service duties related to the credit card portfolio.
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Serve as a back-up Teller:
- Represent the bank to customers in a courteous and professional manner, providing prompt and accurate service in the processing of transactions.
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Receive and process commercial and individual checking and savings deposits and withdrawals. Accept and route payments for loans and credit cards.
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Accept checks for paying or cashing within predetermined limits.
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Sell money orders, official checks.
- Maintain and balance cash drawer within established standards. May balance ATM.
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Cross-serve customers:
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Make recommendations on products/services that meet customer needs, and direct customers to others as needed for assistance.
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Make referrals to other GNB departments and subsidiaries.
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Will from time to time participate in joint customer and prospect calls outside the office with other team members in order to strengthen, recruit and retain bank relationships.
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Become familiar with GNB’s Value Added Selling process and apply relevant techniques and principles when needed.
- Recognize irregularities or suspicious transactions/requests and report to appropriate staff.
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Review and maintain reports as necessary for internal tracking purposes.
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Answer and route incoming telephone calls. Take and deliver messages.
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Greet visitors, identify needs, and direct them to appropriate area.
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Ensure operational integrity through compliance with all policies, procedures, and regulations.
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Be actively engaged in the development and implementation of Team annual strategic plans.
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Every effort has been made to identify the essential functions of this position. However, it in no way states or implies that these are the only duties you will be required to perform. The omission of specific statements of duties does not exclude them from the position if the work is similar, related, or is an essential function of the position.
Education/Experience: High School diploma. 2-4 years’ experience in cash handling, customer service, or financial services experience required. Excellent skills in managing multiple tasks requiring strong attention to detail. Strong communication and computer skills necessary.
Hearing/Visual Requirements: Must be able to receive employee and customer requests and assignments through verbal and written communication. Working with a computer is important so clear vision of screen is imperative.
Skills: Excellent written and oral communication skills. Attention to detail. Exceptional business development skills and interest as well as excellent client relationship management skills. A high level of interpersonal skills to communicate policies, procedures, and objectives effectively throughout the bank and to represent the bank positively to significant external publics is needed.
Sociological: Must work well under stress, adapt to change, ability to deal with those in other areas of bank is important to accomplish group assignments and meet customer needs and handle customer and interdepartmental problems and complaints in a nonreactive, non-confrontational manner. Must be able to adapt to flexible work schedule to accommodate peak times.
Time Management: Must have excellent organizational and project management skills with the ability to meet deadlines and manage time effectively. Requires an innovative, continuous improvement focus to optimize service delivery in a shared services environment.
Teamwork: Must have the ability and desire to work cooperatively with others on a team. Listens and responds constructively to other team members’ ideas. Provides assistance, information, or other support to others, to build or maintain relationships with them.
Integrity and Confidentiality: Demonstrate the ability to hold confidential information and display honesty and high ethical standards. All customer and company information must be handled in a confidential manner.
Communication: Possess the ability (both written and oral) to express thoughts and ideas effectively; actively listen to others. Ensures that regular, consistent communications take place.
Adaptability: Must thrive in working in a positive, team-oriented environment, contributing to the ongoing success of the company. Able to adjust quickly to different work situations; remain composed under pressure and in stressful situations. Must exercise sound independent judgment under limited supervision.
Interpersonal Awareness: Must have the ability to notice, interpret and anticipate others’ concerns and feelings, and communicate this awareness empathetically to others. Make others feel comfortable by responding in ways that convey interest in what they have to say, anticipate how others will react to a situation, and find non-threatening ways to approach others about sensitive issues.
Collaborative Relationships: Have the ability to develop, maintain, and strengthen partnerships with others inside and outside the organization. Show an interest in what others have to say; acknowledge their perspective and ideas. Take time to get to know coworkers, build rapport and establish a common bond.
Customer Service: Must understand the role of sales and customer service in a banking environment. Respond sensitively to the needs and priorities of the customer (both internal and external); recognize and take the appropriate action to meet their needs; establish an effective working relationship with customers to gain their respect and loyalty.
