Administrator I (Loan), Recreation Lending Customer Support

The Customer Support Loan Administrator I is the key customer account support for our Recreation Lending Operations Team. The Loan Administrator administers to customer accounts, making necessary changes and/or updates as needed.  In this role, the Loan Administrator I also addresses any accounts that may need exceptions made as team members monitor daily exception reports and follow up on customer accounts. The Loan Administrator I completes follow up in answering and reaching out to customer about questions received through the Customer Support Email Inbox. The Administrator also supports the Recreation Lending Department via other tasks; activate accounts, payoff loans, generate refunds, waive fees, post payments, etc… This is done while complying with all Bank related policies and procedures as well as with state and federal collection laws and regulations.        Essential Functions by Level: Works all variations of daily BA Reports; these reflect "exceptions" that need to be addressed as they pertain to customer loans. Works emails received in the team email inbox and makes adjustments to customer’s loans as needed (i.e. late fees, adjusting payments, etc...). Addresses emails received from customers, that are requesting information about their loan or is sending the Bank/team documents that need to be uploaded to the customer's file. Works the Previous Day Funding Report. Applies payments to customer loans that have been received via check sent to the Bank. Works "Suspect Payoffs" and accounts that are overpaid 3 months in advance. Completes “Decisioning” through our vendor support; determining how to apply payments when not enough information has been provided. Supports level II and Sr. Loan Administrators and other individuals as assigned by leadership. Fulfills other tasks and functions as assigned by leadership. Maintains positive relationships across the department and with other teams. Compliance with Laws & Regulations:    Responsible for complying with all of the Bank’s internal control policies and procedures. Responsible for understanding and complying with all laws and regulations to which the Bank is subject. Responsible for communicating problems in operations, noncompliance with the code of conduct, noncompliance with laws and regulations, policy violations, or illegal acts.   Education and Experience: High School Diploma or equivalent experience is required. One (1) year experience in Customer Support field is preferred.   Summary of Qualifications: Professional demeanor and highly organized Experience and demonstrated skill with Microsoft Office Suite (Word, Excel, etc…), e-mail, and database software. Is trainable on work related software to meet specific job requirements Able to be flexible, adaptable and with a willingness to work in an ever changing environment. Working knowledge of Loan Administration in a sub-prime financial environment is preferred, but not required. Knowledge of federal and state collection, banking, lending and bankruptcy laws and regulations for the non-prime credit segment is preferred. Ability to solve practical problems and deal with a variety of concrete variables.  Communicates effectively both orally and in writing, including negotiation skills; presents ideas in a clear, concise, understandable, and organized manner. Effective planning, organization, time management, and problem solving skills. High level of accountability for work with limited supervision.  High degree of accuracy and trust are required. Completes all Essential Functions with a professional demeanor. Willingness and ability to engage in continuing education in support of the business. Consistent demonstration of the company’s C.R.I.T.I.C.A.L. values