Customer Service Specialist

2 months ago

miami, United States FirstBank Full time

Job Summary:

The Business Relationship Specialist is responsible for effective handling and coordination of the bank unit's efforts in servicing customer needs and in the resolution of customer inquiries. This staff is instrumental in providing overall support to Relationship Officers in the enrollment and closing of their sales and services functions as a secondary point of contact for customers.


Essential Responsibilities:

  • Responsible for working closely to the relationship officer in the origination of transactions such as opening and closing of accounts, including but not limited to DDA’s CD’s and Savings, commercial transaction banking products/services, maintenance of authorized signatures, closing and disbursement of loans, handling and processing of loan documents and collateral documents, and others assigned tasks.
  • Assists Relationship Officers in originating new loans by following up with prospects/clients on information required to complete the loan application process, as well as to close an approved loan by obtaining documentation, filling out checklist and ensure all required information is submitted to supporting area to complete the closing stages.
  • Process loan payments and adjustments and provide customers information regarding account balances, payments and due dates. Performs loan analysis related to principal and interest applied to individual cases as needed or required by Customer, Relationship Officer, top management, etc.
  • Prepares or process instructions (depending on service level agreement with supporting area) to disburse loan proceeds according to pre-established agreements. It includes accounting entries, official checks, wires, etc. and next day verifications of data entry correctness/accuracy and coordinating any corrections as needed.
  • All transactions, maintenances, etc., require the next day verification of data correctness/accuracy and coordinating any corrections as needed.
  • Monitors portfolio customer accounts for available funds and apply payments per credit policy and loan contract. Handles calls from branches referring these approval requests to the authorized officer for check encashment. In addition, handles the referral of electronic transactions such as ACH, wires, book transfers, etc. for exposure or insufficient/unavailability of funds in depository accounts by evidencing in transit transactions (deposits, loan advances, etc) and seeks RO concurrence for eventual approval by Credit staff.
  • Provides support in the administration of the commercial credit portfolio by reviewing portfolio’s maturity schedules and documentation expiration dates, notifying customers of information and documentation needed to maintain loans in good status, following up on such requests, make available the documentation to RO and credit analysts for the corresponding analysis. In addition, provides support in maintaining credit files with updated documents and keeps the documentation tickler up to date.
  • Receives and initiates customer calls, emails and or receive in-person visits to coordinate bank’s unit efforts in the resolution of investigations, requirements and discrepancies in the customers DDA, loan accounts and any other product/service. Ensures follow up with processes to finally remit to customers the necessary information guaranteeing an effective and timely resolution.
  • Identifies sales opportunities and refer them to the Relationship Officers and other business areas for specific products and services.
  • Provides assistance and/or prepares reports, statistics, graphics, tables and presentations as required by supervisor/management.
  • Assists in the streamlining of processes by taking advantage of structure/system capabilities.


Minimum Requirements:

Bachelor’s Degree in Business Administration or Associate Degree with at least two (2) years of experience in commercial banking operations or customer service or equivalent combination of education and experience sufficient to successfully perform the essential functions of the job is required. Microsoft Office proficient (Word, Excel, PowerPoint). Write, speak and understand English & Spanish. Excellent interpersonal and communication skills. Customer Service oriented. Available to work overtime, when required, available to visit customers and outside agencies when required. License to operate motor vehicle.


First Bank Florida is a proud to be an Equal Employment Opportunity Employer and takes affirmative action to employ Women, Protected Veterans, People with Disabilities and Minorities regardless of gender identity, sexual orientation, and any other legally protected status.

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