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CB Payment Support Specialist I

2 months ago

Greenville, United States First Bank Full time
Job DescriptionJob Description


Primary Function:

Ensure loan payoffs and title releases are completed with accordance to strict policies and procedures. Successfully execute administrative duties/projects that support the organization, including processing payments, maintaining records, delivering titles, and managing key security tasks that protect the collateral position of the organization. Work with a high attention to detail and accuracy. Ensure effective and efficient workflow between internal and external clients and provide excellent customer service.

General Duties:
  • Successfully perform job functions related to loan payoffs and title release.
  • Process loan payments.
    1. Understand the necessity and value of accuracy and attention to detail.
    2. Verify that title signatures are correct.
    3. Enter transactions into computers to record transactions and issue computer-generated receipts.
    4. Process payments received by mail, in-person, or over the telephone.
  • Review titles before releasing them to verify that all criteria have been met and documented.
  • Pull, release, and deliver titles to dealers, auctions, and customers. Determine appropriate delivery method to meet standards for safety, timeliness, and cost. (FedEx, US Mail) Verify the accuracy of delivery instructions and contact information. Accurately print mailing labels and create outgoing packages.
  • Research and resolve any discrepancies.
  • Set up non-accrual’s for accounts that are awaiting title changes.
  • Prepare Carolina Auto Auction packages with appropriate documentation. Audit returned packages.
  • Process and prepare documents, such as business or government forms.
  • Maintain and update files, inventory, and database systems, either manually or using the computer.
  • Prepare various reports that involve gathering data, summarizing information, and compiling into appropriate formats. Compute, record, and proofread report data.
  • Develop strong relationships with internal business units, dealer customers, auctions, other financial institutions, and industry connections. Manage relationships to ensure efficiencies. Work cross-functionally to resolve issues and source information.
  • Prepare outgoing title packages.
  • Operate office machines, such as photocopiers and scanners, facsimile machines, voice mail systems, and personal computers.
  • Answer incoming office phone calls. Exercise diplomacy and good communication skill in receiving telephone inquiries.
  • Field customer/dealer/auction inquiries through phone, email, and in-person. Communicate with customers, employees, and other individuals to answer questions, disseminate, or explain information, take payoff instructions, and address complaints.
    1. Review files, records, and other documents to obtain information to respond to requests. Supply information that requires knowledge of functional organization and procedures. Serve as an information resource regarding critical policies and procedures.
    2. Ability to discern the proper channels for addressing issues/concerns.
    3. Accurately identify needs through meaningful conversations and promote solutions with minimal supervision. Escalate complex inquiries to management.
    4. Provide thorough, timely, and accurate responses. Process payments, email/fax title copies, translate account information; implement changes in title orders, etc.
    5. Passionately contribute to a customer-focused environment and consistently surpass customer expectations. Commit to delivering the best of customer experiences with each customer interaction.
    6. Occasional need to diffuse customer grievances and present corrective actions to salvage a damaged customer relationship, such as communicating with auctions regarding denied units.
      • Present excellent customer grievance management skills. Communicate clearly, concisely and in a non-confrontational manner. Exhibit professionalism and respect to dealers when negotiating a resolution.
      • Determine when necessary to escalate inquiry to Payment Support Specialist III-IV or management
  • Responsible for maintaining security and compliance controls. Adhere to all operational, security, and risk policies and procedures.
    1. Safeguard all collateral assets and transactions by ensuring that operations are conducted in secure manners that protect the operational integrity and meet compliance.
  • Contribute to coordinated work activities in the department. Ensure the unit's work is completed on time and accurately by planning, coordinating, and monitoring daily team activities.
  • Enhance productivity and demonstrate advanced proficiency by adapting to new technology and acquiring new technical skills through training. Pursue ongoing education to stay abreast of changes and trends in the industry.
  • Maintain a working knowledge of policies, basic title laws, and procedures. Stay abreast of changes in documentation standards and regulations.
  • Recommend improvements in workflow and procedures as appropriate to Payment Support Specialist III-IV or management.
  • Work maintains a high attention to detail since it directly impacts the reputation and professional relationships and collateral position of the organization.
  • Proactively tackle administrative duties with confidence, consistent accuracy, and minimal supervision and direction.
  • Performs other office duties and special functions as delegated or requested by management.
  • Work well all members of the team.
Work Experience Requirements
  • 1-2 years’ experience in an office environment and/or customer service. Financial industry experience preferred.
  • Good Keyboarding skills.
  • Must possess exceptional organizational skills, the ability to prioritize, be detail-oriented and take initiative.
  • Thorough working knowledge of office practices and procedures. Ability to operate office machines, such as photocopiers and scanners, facsimile machines, voice mail systems, and personal computers.
  • Must be computer proficient with Microsoft application skills, including Excel.
  • Ability to classify documents and file for future retrieval.
  • Ability to maintain the highest level of confidentiality.
  • Excellent listening and verbal and written communication skills and the ability to interact professionally in a collaborative environment with a diverse group of internal and external contacts.
  • Ability to comprehend and adhere to operational controls, including compliance to all required policies and all Federal and State banking regulations, including compliance to the Bank Secrecy Act/Anti Money Laundering (BSA/AML) and Office of Foreign Asset Control (OFAC) and USA PATRIOT Act programs.
Education Requirements
  • High School Diploma or equivalent
Physical Requirements

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

  • Primarily involves work of a general office nature; typically includes operation of standard office equipment.
  • The position is sedentary in nature with extended periods of sitting.
  • The person in this position frequently communicates by phone, email, or in-person. Must be able to exchange accurate information in these situations, speak clearly, and read and understand information and ideas presented orally and in writing.
  • Frequent use of repetitive hand and finger dexterity needed to operate a computer keyboard, mouse, copier, and office equipment.
  • Must occasionally exert in excess of 20 pounds of force to lift and/or move objects.

*Note – differences in Levels I-II are related to job assignment complexity as directed by management