Loan Processor

Loan Processor

Role Profile:

The Loan Processor specializes in delivering an exceptional customer experience through sales, service, and digital engagement for both Consumer and Business Banking customers. This role supports daily branch operations, meets customer service and sales needs, and manages customer appointments to identify needs and refer complex issues to appropriate team members.

Key Responsibilities:

• Foster customer interaction by informing them about the range of Consumer and Business Banking solutions offered. Offer personalized recommendations to meet specific customer needs and advocate for the adoption of digital banking functionalities.
• The process of appointments and consultations involves overseeing customer meetings, whether they are arranged in advance or occur spontaneously, to identify their financial needs and ensure a smooth transition to the relevant banking professionals for complex matters.
• Proactively engage with customers to reinforce retention efforts and strengthen relationships.
• Front Desk Responsibility: Assume responsibility for the front desk by welcoming customers, attending to inquiries, and taking ownership of resolving urgent banking needs.
• Assist in daily branch operations through Operational Support, including helping with customer transactions, resolving overdraft issues, and ensuring adherence to internal protocols. Complete operational tasks as necessary.
• Maintaining Compliance and Risk Management Standards: Remaining knowledgeable about Anti-Money Laundering (AML), Bank Secrecy Act (BSA), and Know Your Customer (KYC) processes. Identifying and escalating potential fraud incidents. Ensuring adherence to operational and regulatory guidelines.
• Customer Resolution: Manage customer feedback by promptly logging and addressing complaints, ensuring accurate documentation and timely follow-up. Guarantee effective and timely resolution of customer issues.
• Sales Referrals require identifying potential sales leads and directing customers to the appropriate banking counterparts for tailored product options.

Scope of Responsibilities:

• Offer exceptional service delivery and promptly resolve customer complaints.
• Increase branch revenue and enhance customer satisfaction through targeted sales efforts.
• Engage in a range of activities within the branch, from setting up new accounts and initiating loans to troubleshooting and processing transactions.
• Demonstrate compassion and attentiveness towards customers, focus on their needs and preferences, be open to flexibility, and exhibit proficiency in digital competence during customer interactions.

Meeting the educational and experiential qualifications:

• Requirement of a high school diploma or its GED equivalent.
• Prospective employees should have at least one year of familiarity with retail sales, call center duties, customer service, or telesales.
• Ability to excel in verbal and interpersonal communication skills.
• Capability to address challenging customer dialogues and diverse customer demands proficiently.
• Well-organized with strong time management and prioritization skills.
• Proficiency in working well under stress when part of a fast-moving team setup.
• Competence in utilizing online tools and resources.

Preferred Qualifications:

• Bilingual competency tailored to specific branch requirements.
• Established reputation for sales effectiveness or referral generation.
• Physical Requirements:
• Having the capability to stay upright without rest for extended periods.
• Extended engagement of hands and fingers for a prolonged duration.
• Proficiency in lifting light to moderately heavy objects (5-30 lbs) as required.
• Competence in detecting subtle text.
• Skill in directly engaging with clients on location.

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