Job Description

*This position is eligible for a Spanish proficiency pay differential*

SCHEDULE: Full-time Monday through Friday (8:00 am -4:30 pm).

LOCATION: 1009 2nd St, Coralville, IA 52241

BENEFITS Our employees are our most valuable assets, so we invest in them with a comprehensive and competitive benefits package. Our philosophy of taking care of the customer extends to taking care of our employees so that they, in turn, can take good care of themselves and their families. Join Hills Bank and let us surprise you with even more perks!

SCOPE

The Commercial Lending Support Specialist plays an important role in supporting the Commercial business team to ensure outstanding customer service is provided while assisting the sales teams in strengthening existing and growing new relationships with commercial customers. The Commercial Lending Support Specialist is responsible for performing a wide range of functions to support commercial banking activities. The position facilitates efficient operations, optimizes relationship management and portfolio growth, executes compliance and collections procedures and serves as a commercial client contact. A successful Commercial Lending Support Specialist possesses good interpersonal skills, strong analytical, creative and problem-solving abilities, strong communication skills, is flexible, detailed and proactive in contributing to the Commercial Lending Team and overall Bank goals.

ACCOUNTABILITIES:

Commercial Lending Portfolio Support:

• Responsible for interacting with customers in person, over the phone and through email, ensuring that they are directed to the appropriate parties.
• Provide support to all assigned areas of the department where service or assistance is needed, working to support a team of Commercial Bankers, and act as a backup to other support team members as needed.
• Perform duties which include reviewing work for accuracy and completeness, assisting others in resolving problems, approving transactions within authority levels and training others in department operations.
• Respond to inquiries or refers inquiries to the appropriate department or person and exhibits the necessary follow through with customers and/or staff involvement.
• Assist Commercial Bankers and other personnel to ensure proper and timely related documentation is prepared and/or provided.
• Act as a central resource for branch and customer service inquiries to Commercial Banking.
• Maintain knowledge of the commercial loan software and other commercial tools
• Maintain knowledge of banking products, programs, services and promotions, identifying business development and cross-sell opportunities and makes banking referrals through fostering commercial relationships.
• Monitor the customer experience by assessing customer feedback, identifying opportunities for improvement, researching and resolving complex problems to ensure customer service excellence.
• Serve as a liaison with customers, internal and external contacts to facilitate communication and assist with loan closing and account opening processes.
• Work to understand the root causes of complex customer service issues, identifying and implementing resolutions.
• Maintain confidentiality of customer account information while following established policies and procedures in responding to inquiries and requests.
• Work on projects as directed by supervisor. The projects would range from a one-time review and evaluation to requiring an ongoing analysis/monitoring of a process.
• Provide input on ways to be more efficient and effective in the commercial loan software and process.

New Business Development:

• Provide referrals to various departments based upon conversations and feedback received. These referrals would include commercial deposits, mortgage lending, retail lending and deposits, and trust.

Other:

• Maintain education and professional expertise through attendance at job related seminars, conferences, workshops and other bank sponsored events.
• Perform other duties as assigned.

EDUCATION and/or EXPERIENCE

• Associate's degree (A.A.) from a community college or technical school; or 2-5 years customer service and banking experience, or equivalent combination of education and experience.
• Must have working knowledge of spreadsheet, word processing, and database software programs.
• This job requires skills needed in a typical office environment. This includes computer skills, communication skills, as well as utilization of office equipment.

EQUAL OPPORTUNITY EMPLOYER