SouthEast Bank

Loan Specialist

• Handle transactions, processes, and maintenance for loans within the Bank’s portfolio
• Work with customers, loan operations, lenders, and management to process renewals, modifications, payments, payoffs, and charge-offs accurately and efficiently
• Book new loans into the Bank’s core software with accurate amounts, dates, interest rates, parties, classifications, codes, and related information
• Post and reverse transactions, resolve unposted transactions, process charge-offs, and assist with wires and other transactions
• Manage loan documents and records, including reviewing, verifying, scanning, importing, filing, retaining, and securing documents
• Maintain loan files for renewals, modifications, extensions, updates, accounting, and documentation
• Provide customer service for payments, billing, credit reports and disputes, and payoff quotes
• Process collateral recordation and releases, paid-out loans, non-accruals, coding changes, and escrowed tax and insurance disbursements
• Maintain and service loans involving delinquency, bankruptcy, or other legal proceedings
• Review and maintain contracts, signatures, insurance, collateral, terms, renewals, modifications, payoffs, and delinquency documentation
• Monitor and analyze loan production, quality control, and related trends to help management identify risks, efficiencies, concerns, and compliance matters
• Maintain reports of loan maintenance and review activities and findings
• Assist with report preparation and verification
• Follow information security, confidentiality, Bank Secrecy Act, Anti-Money Laundering, Red Flags, Consumer Privacy, Fair Lending, lending law, and other applicable requirements
• Participate in training and policy updates
• Work scheduled and other needed hours at designated locations; assist management and other team members as directed
• Provide consistently positive, effective, and helpful service to internal and external customers

Loan Servicing Specialist

Client Services Representative

• Respond to incoming customer calls, emails, and messages regarding banking products, services, and inquiries
• Provide accurate information about account balances, transactions, interest rates, fees, and other banking topics
• Troubleshoot, investigate, and escalate billing discrepancies, account errors, and transaction disputes
• Educate customers on online and mobile banking self-service options
• Identify opportunities to deepen customer relationships through product recommendations and accurate referrals
• Maintain knowledge of the bank’s policies, procedures, products, and services
• Cross-sell or upsell bank products and services based on customer needs
• Record and maintain customer interactions, transactions, and inquiries in the bank’s CRM system
• Collaborate with team members and supervisors to resolve complex customer issues
• Adhere to call center metrics, including average handling time, first call resolution, and customer satisfaction ratings
• Stay updated on industry trends, regulations, and banking policy changes
• Review and follow information security guidelines and report potential threats
• Protect confidential and sensitive information
• Follow applicable banking laws and regulations, including the Bank Secrecy Act, Anti-Money Laundering Act, Red Flags, Consumer Privacy, and Fair Lending laws
• Communicate with supervisors and management about policies, procedures, conduct, and job functions
• Participate in training sessions and policy updates
• Assist with scheduling and other management-directed tasks
• Work scheduled and needed hours at designated locations and accept additional work as needed

Client Services Agent

Marketing

• Manage assigned marketing campaigns, including strategy execution, day-to-day management, advertising displays and channels, budget allocation guidelines, continuity, and completion
• Support Marketing team initiatives and strategies
• Develop and pitch ideas for growth and retention campaigns based on business goals and past campaign performance
• Develop and coordinate content to improve brand awareness and reputation
• Manage digital content, including website pages, email content, blogs, and blog revisions
• Optimize website pages for conversion, drive website traffic, and support customer communications
• Coordinate with off-site graphic designers to create collateral for email, social media, and digital advertising
• Assess and adjust paid advertising campaigns to optimize performance
• Review, verify, and submit invoices and updates to maintain payment and workflow continuity
• Create and verify marketing KPI reports and communications
• Manage and prioritize marketing requests
• Communicate campaign status updates
• Follow bank information security, confidentiality, compliance, and regulatory requirements
• Participate in training sessions and policy updates
• Assist management with scheduling and other issues
• Provide positive, effective service to internal and external customers
• Accept additional work and assist managers or team members as needed

Loan Servicing Specialist

Client Services Agent

Marketing Strategist