EFG - Servicing Specialist I

DEPARTMENT Equipment Finance Group

REPORTS TO : EFG Operations Manager

FLSA : Non-Exempt

CATEGORY : Full Time

SHIFT : Monday - Friday 8 : 00am - 5 : 00pm

Servicing Specialist I - 1 to 2 years previous financial services and / or client service experience in a professional environment.

Servicing Specialist II - Working knowledge and ability to demonstrate proficiency in providing high levels of customer service in all aspects of the position. Educational experience, through in-house training sessions, formal school or related curriculum, should be applicable to the finance industry. Work related experience should consist of at least 2-3 years' experience in customer service. The Servicing Specialist should require minimal supervision, should be self- sufficient, minimize and avoid errors, and handle serving tasks that are more complex.

Servicing Specialist III - Working knowledge and ability to demonstrate proficiency in providing high levels of customer service in all aspects of the position. Educational experience, through in-house training sessions, formal school or related curriculum, should be applicable to the finance industry. Work related experience should consist of at least 3-5 years' experience in customer service. The Servicing Specialist will require very little supervision, will need to be self-sufficient, minimize and avoid errors, handle servicing tasks that are more complex, and be a resource for others (operate as a team leader).

SUMMARY

The Servicing Specialist provides customer service activities and processes to the Equipment Finance Group (EFG). Also responsible to ensure key daily operations and deadlines are met and completed. Provides a high level of client service support to all EFG colleagues and clients. Assumes responsibility and is accountable for adherence to EFG and bank policies and procedures, as well as all applicable state and federal laws and regulations pertaining to employment and lending.

ESSENTIAL DUTIES

1. Serves as customer service representative for all inquiries for account billing and invoice questions, credit ratings, tax break-downs, and pay-offs. Provides direct & indirect customer service by giving advice and answers for a variety of basic to complex questions to customers and to co-workers.

2. Prepares, verifies, and receives wire transfers and ACH transactions for loan disbursements and payments. Prepares disbursement, refund and overpayment checks as needed. Performs transfers, processes payments, and payoffs ensuring funds are applied to appropriate accounts.

3. Answers phones, greets visitors, and responds to inquiries or refers inquiries to the appropriate department or person, and exhibiting the necessary follow through with clients and / or colleagues involved.

4. Ensures insurance information for titled assets is complete, accurate, and current. Follows up to ensure that insurance certificates are accurate and current. Follows through with insurance adjustors and clients for payoff or repairs on damaged equipment.

5. Assists in preparation and review of documentation for titled assets in order to appropriately protect collateral. Assists in preparation and processing all necessary documents for termination of loans and return of titles and UCCs.

6. Ensures proper follow-up for past due titles that have not been received by working with title services, vendors and brokers.

7. Processes all necessary documents for termination of loans and return of titles and release of UCCs.

8. Review daily balancing report, and correct any posting errors.

9. Audit files once the booking process has been completed. Check for insurance and send Welcome Letter.

10. Handle, follow, and resolve insurance claims that involve a total loss or repair.

SECONDARY DUTIES

1. Process mail, reconcile and manage loan maturity report, balance G.L reports, scan and file original documents, and update the system once titles have been received.

2. Assumes responsibility for various department functions in the absence of staff members or in overload situations.

3. Responsible to complete assigned Compliance Training. Maintains compliance with the Bank's BSA / AML policies and procedures.

GENERAL

1. Provides excellent personal client service to all internal and external clients by treating people with respect; keeping commitments; inspiring the trust of others; working ethically and with integrity; upholding organizational values; and accepting responsibility for own actions.

2. Follows policies and procedures; completes administrative tasks correctly and on time; contributes to the overall profitability of the EFG through cost controls and expense monitoring.

3. Applies good judgment in decision making and sees beyond immediate assignments and acts on opportunities and problem areas.

4. Performs position safely, without endangering the health or safety to themselves or others and reports potentially unsafe conditions.

5. Works according to established schedules, arriving on time and with a positive attitude.

6. Maintains work area in a clean and orderly manner

7. Any other duties as defined by management.

QUALIFICATIONS AND DEMONSTRATED ABILITIES

These specifications are general guidelines based on the minimum experience normally considered essential to the satisfactory performance of this position. The requirements listed below are representative of the knowledge, skill and / or ability required to perform the position in a satisfactory manner. Individual abilities may result in some deviation from these guidelines.

1. High School Diploma or equivalent.

2. Proven ability to communicate and interact professionally with internal and external clients and work effectively as part of a team.

3. Intermediate skills in computer terminal and personal computer operation; keyboarding, word processing, spreadsheet and specialty software programs. (QuickBooks / Quicken experience a plus)

4. Excellent organizational and time management skills to ensure maximum productivity and to meet simultaneous deadlines.

5. Ability to work in a face paced environment, meet tight deadlines, and respond quickly. Will need to be very detailed as the position requires a high degree of accuracy.

PHYSICAL REQUIREMENTS

1. Repetitive use of hands such as grasping, twisting / turning of wrists, and finger dexterity necessary to perform various clerical duties such as typing, writing, maintaining files and counting currency.

2. Occasional use of arms such as pushing / pulling to open and close drawers and cabinets.

3. Frequent walking to assist clients, vendors, staff members at EFG.

4. Ability to sit and / or stand for extended periods of time at assigned station.

5. Ability to bend and / or reach, and to lift and carry up to 30 pounds.

6. Continuous clarity of vision at 20 inches or less for normal processing of work.