Loan Support Specialist

Description

At Locus, we know communities thrive when they have equitable access to capital. We collaborate with stakeholders across the community development ecosystem to invest in communities with strong aspirations, while addressing challenges like a shortage of affordable housing, limited access to fresh food, a lack of quality jobs, and clean energy innovation. We believe a capital system that centers community input and impact is essential to ensure that everyone, no matter their background, location, or economic status, can live in healthy, thriving places.

Locus is the parent organization for a family of community development enterprises, which includes a nonprofit CDFI loan fund, a CDFI bank, a fund management practice, and a national guarantee program. With offices in Christiansburg and Richmond, Virginia, Locus offers innovative and flexible financing tools and strategic consulting services to individuals and organizations in underestimated and excluded communities, most of which are low-to-moderate income.

Alongside our many partners, Locus has generated over $2 billion dollars in total impact.

Locus is a nonprofit holding company regulated by the Federal Reserve. Locus Bank is an FDIC-insured, certified bank and B Corp offering products tailored to socially conscious investors. Locus Bank is a majority-owned subsidiary of Locus. Member FDIC. Equal Housing Lender. Learn more usimpact.org

The Loan Support Specialist serves as a point of contact for Locus clients, connecting through a variety of channels, to create a positive and lasting impression by providing excellent customer service for banking needs and transactions.

• Assist clients with setting up ACH, wires, online banking, loan reserve, and deposit accounts.
• Appropriately assess risks when making business decisions, demonstrating consideration for protecting brand reputation, safeguarding assets, and client information.
• Participate in client loan pipeline meetings and activities.
• Adhere to proprietary and regulatory compliance requirements related to teller and sales functions. Maintain a good working knowledge of CIP/KYC and U.S. Patriot Act guidelines.
• Resolve issues and challenges across various departments while upholding excellent customer service for both internal and external clients.
• Offer daily assistance and support for client service and resolving issues.
• Update Salesforce with client contacts, follow-up details, referrals, and activities.
• Work directly with clients to gather required information.
• Address items on the Loan Documentation checklist per the Relationship Manager’s instructions.
• Assist with assembling loan packages for underwriting and work with the underwriter as a liaison for Small Business and Commercial Real Estate Lending.
• As directed by the Relationship Manager, prepare loan denial documentation and HDMA compliance.
• Help prepare and send commitment letters to borrowers.
• Work with Loan Operations to clear all loan closing exceptions.
• Coordinate with Relationship Managers and Loan Operations to collect outstanding items from clients, such as CIP, insurance clause info, updated financial statements, payoff requests, change of address forms, etc.
• Request updated financial statements on maturing loans.
• Work with Risk Management to call on clients with delinquent payments.
• Assist with initial file setup for prospects and clients by serving as an Egnyte subject matter expert and collecting borrowers’ financials to be uploaded into the appropriate files.
• Assist with gathering and organizing financial data, and accurately and systematically track this information.

• Identify customer life cycles to meet general and specific needs by recommending products and services for various types of businesses, nonprofits, and mission-focused depositors.
• Client relations specialists frequently answer questions or instruct clients on how to use or access their products or services.
• Client relations specialists are also responsible for resolving any problems a customer is experiencing. Sell products and services directly and contact customers after purchase or service completion to ensure they are fully satisfied.
• Ability to multitask and organize priorities.
• Analyze how to improve sales and consistently seek ways to improve customer experience.
• Educate clients on our banking products, digital platforms, and self-service features.
• Work to automate regular banking transactions and encourage usage of digital platforms.
• Maintain updated procedures on SID (internal resource website) for daily office activities.
• Participate in weekly team and other Finance, All Staff, or other Locus Impact Banking meetings as required.

• Minimum 3-5 years’ experience in a branch banking or commercial banking environment
• Prior customer relationship experience required, as client engagement is a key element in this role.
• Commercial lending experience,…