Consumer Banking Fulfillment Specialist

Summary

The Consumer Banking Fulfillment Specialist engages with clients in a professional manner to help them navigate completion of their product applications, supply required supporting documents and complete the product opening/funding. The Consumer Banking Fulfillment Specialist will communicate directly with clients and internal associates in this process.

• Consistently and efficiently execute the manual review process for new deposit accounts, as identified by the Terafina platform with timeliness and urgency. This process includes assessing applications in manual review status, applying the documented decision rules to clear or uphold the flags identified by the platform and ultimately decisioning the application. The process to assess the manual review flags and obtain necessary supporting documentation will at times include direct customer contact, UBC / Care Center interactions, and Branch Offices interactions.
  
  Analyze the review accounts and provide feedback to support informed decisions for future versions of underwriting practices.
• Consistently and efficiently contact clients via outbound phone calls and other means of approved communication methods to follow up on applications in the loan pipeline to facilitate the clients’ need to supply additional documentation and/or complete the loan application or funding process.
• Field inbound phone calls from clients in various stages of the loan application process. Aid clients in navigating the loan application and funding process related to their needs and inquiries.
• Collaborate with Loan Operations-Underwriting to ensure timely resolution of client documentation review and approval finalization.
• Manage the process of call distribution to supporting associates that may be engaged to aid in outbound approved not funded follow-up.
• Ensure the information we depend on to contact and collect from these clients is accurately maintained.
• Support additional client service requests.
• Employ bank protocol to handle each call in a manner that meets or exceeds the bank’s call quality and compliant expectations.
• Remain compliant with our policies, processes, and legal guidelines.
• Protect all client and bank information confidentially and follow all company policies.
• Understand, communicate, and instill the Company’s mission, vision, and values (Pillars of Success).
• Complete monthly training in a timely manner to ensure knowledge of bank regulatory requirements, policies, and procedures.
• Working at the worksite during regular business hours and/or assigned hours.
• Other specified duties as assigned.

• Familiarity or experience with the U.S. Military is preferred.
• Ability to read, write and speak fluent English.
• Strong written, verbal, active listening, and phone communication skills.
• Ability to communicate effectively and in a professional manner.
• Ability to work in a team environment.
• Detailed oriented.
• Ability to plan, organize, prioritize and multi-task.
• Basic math skills (addition, subtraction, multiplication, division, percentages).
• Ability to use standard office equipment. Basic computer skills, ability to use a keyboard and calculator.
• Basic technical phone skills.
• Basic ability to use internet and web mail for business purposes.
• Ability to refer to policy and procedures when applying information and making decisions.

• High School Diploma or equivalency required.
• 3+ years’ Client Service experience required.

The work environment is typical of a standard office or retail banking setting. The position is sedentary, involving sitting most of the workday; however, the position will involve moving about the workspace to reach entrances/exits, restrooms, conference rooms, or other areas within the work environment. Reaching may be required involving the ability to move arms in any direction. Office equipment, such as a computer and telephone, will be used requiring the ability to manipulate a keyboard, mouse, and/or keypad.

The ability to decipher a computer screen or written documents is necessary. The ability to express or exchange ideas; impart information to clients, coworkers, or the public; or to convey…