Job Description

Overview:
The Business Lending Operations Specialist provides primary customer service to internal and external customers regarding daily transactions, addressing inquiries, and problem resolution in support of the Business Banking lending process. Proactively shares information, ideas and best practices with team members and business partners. Acts as a liaison between customer and the Branch Manager to promote partnership coordination and internal and external customer service and satisfaction. Supports and facilitate loan requests to ensure all data and requirements are met
Primary Responsibilities:

• Act in a liaison capacity between the customer, branch manager (BM) and the Bank to promote partnership, coordination and to provide internal and external customer service and satisfaction.
• Provide an optimal Customer Service experience for inbound calling support and for existing and prospective Business customers, ensuring creation of a consultative relationship through efficient operational service
• Coordinate processing of loan application and documentation and booking and processing loans, ensuring complete loan packages are compliant with all relevant regulations. Continue monitoring loan applications and documents for compliance.
• Maintain frequent contact with customers throughout the customer lifecycle, ensuring seamless onboarding, analysis of service needs and consultation on service enhancements. Proactively work to assist customers with overcoming obstacles and help to identify potential solutions, taking ownership of the customer's experience with the Bank.
• Provide support to Branch Managers by coordinating Closing appointments, generating and sending correspondence, and assisting with other customer support activities.
• Maintain a position of trust and responsibility by keeping all customer business confidential.
• Maintain up-to-date information/knowledge regarding current or potential customer accounts. Ensure all loan packages are uploaded in Customer Contact Management System. Collect and input info for all new accounts and applications.
• Generate accurate customer reports both regularly and on an ad-hoc basis. Maintain customer information and tracking of sales and referral activities, to include monitoring of information and appropriate follow-up. Create/maintain customer credit files as required by department
• Coordinate the loan closing/settlement; ensuring all documentation is completed on a timely basis. Disburse proceeds according to instructions
• Make service and/or follow up phone calls to prospects/customers, contributing to the bank's sales and customer retention goals. Refer customers to the appropriate business partner for products and services uncovered during business interactions and/or conversations.
• Interact on a daily basis with all operational areas of the bank in order to review, research and correct operational and accounting customer problems. Notify Branch Manager of customer related issues to allow pro-active consultation.
• Process requests for research, corrections, loan payments, loan advances, collateral releases, wire transfers and credit inquires.
• Keep abreast of product lines, internal policies and procedures, and external regulations that may impact assigned area.
• Proactively resolve documentation exceptions in conjunction with Branch Managers
• Perform other duties and assignments as requested by management

Scope of Responsibilities:
The incumbent must possess the ability to initiate independent action, using skill and judgment in identifying and resolving problems and anticipating customer needs. Ability to take on any additional activities or projects. Ability to work with moderate job supervision and begin to show a potential leadership role among peers.
Supervisory/ Managerial Responsibilities:
None
Education and Experience Required:
High school diploma or equivalent and a minimum of three years customer service experience.

• Some Travel may be required due to remote support needs

Education and Experience Preferred:

• Associate's degree preferred.
• Minimum two years business banking or commercial lending experience preferred.
• Previous experience with managing a specific customer base
• Proficient knowledge of the bank's core word processing and spreadsheet applications, and loan, deposit and customer contact systems used in the BB Division. Be able to troubleshoot technical or customer related problems or issues.
• Knowledge of the bank's products, operations, policies, and procedures.
• Solid familiarity with banking regulations, financial statements and commercial loan documentation required.
• Good math aptitude.
• Solid verbal and written communication skills
• Strong customer service skills with the willingness to utilize those skills in participating in the department's sales and customer retention activities.
• Ability to work as a team member, and to work effectively under pressure with tact and diplomacy.

M&T Bank is committed to fair, competitive, and market-informed pay for our employees. The pay range for this position is $20.94 - $34.91 Hourly (USD). The successful candidate's particular combination of knowledge, skills, and experience will inform their specific compensation.
Location Keene, New Hampshire, United States of America

Skills Required