POSITION OVERVIEW

The Consumer Loan Support Representative is responsible for, but not limited to; assisting surrounding department with email request, assists in maintaining central loan files, exercises file retention, processes payments, corrects teller processing errors, and scans or copies supporting documents from loan set. Handles paid accounts by releasing title and paid contract. Searches files to retrieve lost or missing records, utilizing knowledge of loan packet assessment errors. Handles high volume of filing in standard vault location. Assists in periodic disposal of obsolete files off site, following company policy and legal requirements.

This position is a unionized position through the Communication Workers of America.

ESSENTIAL DUTIES

Category 1

• Transfers files to off-site storage
• Data Entry
• Performs file retention process and acknowledgement of file that reaches Statute of Limitations
• Performs clerical work pertaining to the sorting of records, files, and reports using alphabetical and numerical procedures to organize large volumes of files
• Search records or files for materials difficult to locate
• Completes check requests, recur-pay setup, payment returns/payment corrections, and special audit requests
• Ensures confidentiality of information in the records are entered
• Maintains organization and structure of Divisions files in both primary and secondary locations
• Punctual, regular, and consistent attendances
• Ensures compliance with all state and federal regulations and internal company policies, including but not limited to BSA / Anti-Money Laundering, Fair Lending, Privacy, and Anti-Discrimination, to the extent each applies to current job responsibilities

Category 2

• Picks up and sorts mail
• E-Oscars, processing complaints regarding items on their credit bureaus
• Provides assistance in any duty requested by supervisor or other staff members as pertain to and/or related to job function
• Completes special projects, as assigned
• Abreast to changes in File Department processes, including policies and procedures
• Assumes responsibility for establishing and maintaining effective coordination and working relations with Bank personnel and management, which may include:
  • Assisting branches and related departments, as needed, such as answering questions and resolving problem when necessary
  • Keeping management informed of area activities and of any significant problem
• Ensures work area is clean, secure and well maintained

Other

• Completes mandatory compliance training in accordance with established deadlines.

ROLE COMPETENCIES

ENVIRONMENT, PHYSICAL & MENTAL ACTIVITIES

The incumbent is in a non-confined office-type setting in which they are free to move about at will. It may include some minor annoyances such as noise, odors, drafts, etc.

The incumbent in the course of performing this position spends time writing, typing, speaking, listening, lifting (up to 10 pounds), driving, carrying, seeing (such as close, color and peripheral vision, depth perception and adjusted focus), sitting, pulling, walking, standing, squatting, kneeling and reaching.

The incumbent for this position may operate any or all of the following: personal computer, cellular telephone, printer, fax, and other standard office equipment.

The incumbent in 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.

The work environment characteristics, physical and mental demands 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.

POSITION REQUIREMENTS

Minimum Qualifications

• High School diploma or equivalent education
• Possess excellent communication skills
• Experience in customer service
• Ability to multi-task in a fast pace environment
• Detail oriented and strong organization skills
• Organizational and time management skills are essential