POSITION SUMMARY:

Services customers and their accounts, cross-selling bank products, and complying with bank operations. Works with customers and prospective customers on consumer and real estate loan products along with other services offered by the bank making recommendations which will satisfy the customer’s needs.

ACCOUNTABILITIES: ***

Sales: 60%

• Aggressively cross-sells bank products or services to existing and potential customers through in-person sales sessions as well as by phone, written correspondence and external sales calls.
• Develops loan accounts (to include but not limited to consumer, real estate, construction, by interviewing applicants, gathering financial and related data, make credit decisions up to approved credit limit and submitting files that are in excessive of credit limit through loan committee for approval process.
• Expands bank’s customer base, increases the bank’s visibility and enhances new business opportunities by prospecting potential customers, participating in the officer call program, participating in community affairs.
• Prepares lending activity reports for bank review by the loan committee and/or the board of directors. Serves as an active participant on the regional loan committee. Presents loans exceeding loan limits to the HLC loan committee.
• Registers annually with the National Registry Service providing the required information and authorization to bank management to complete fingerprinting and a background check, according to the requirements of the SAFE Act for all Mortgage Loan Originators (MLO). Complies with the spirit and intent of this regulation by providing the resulting identifying number on all bank correspondence, loan documents, and communications with mortgage loan applicants.
• Provides information and referrals to customers seeking other services; including but not limited to, trust and mortgage.
• Exhibits full understanding of all products, services, selling techniques and market trends.

Service: 35%

• Manages loan portfolio and ensures compliance to lending policies and procedures by monitoring customers financial condition, repayment progress, writing loan comments, making customer calls, inspecting files for and securing current information. Collect delinquent and charged off loans.
• Underwrites loan requests as the files are received.
• Prepares appropriate documentation pertaining to lending decisions.
  • Commitment letter
  • Counteroffer letter
  • Adverse action notification
  • Loan approval
  • Report of loan made
• Reviews and recommends the approval of loans with loan amounts exceeding lending authority.
• Determines and assigns the Private Mortgage insurance Company to a file requiring private mortgage insurance and ensures that file meets the company’s guidelines and coverage is sufficient to meet the minimum of the bank’s requirement for coverage.
• Remains current on FHLMC, PMI, Investor, FMHA, USDA, VA requirements and industry trends.
• Reviews and responds to management regarding quality control exceptions on a monthly basis.
• Answers and resolves routine and non-routine inquiries and problems regarding applications and underwriting procedures from production personnel, originators, and customers.
• Underwrites more complex files (i.e., self-employed borrowers, high LTV, investment properties).
• Interprets and converts to policy all investor/secondary market/PMI guideline changes.
• Analyzes financial information and references for the approval of builders, appraisers and condo/PUD projects.
• Assumes additional responsibilities as directed.

• Answers questions or resolves complex technical problems on customer loan accounts.
• Ensures customer satisfaction.

Other duties: 5%

• Maintains customer confidence and protects bank operations by keeping information confidential.
• Contributes to team effort by accomplishing related results as needed.

• Maintains professional and technical knowledge by attending educational workshops, reviewing professional publications, establishing personal networks, and participating in professional societies.
• Participates in civic and community activities to generate visibility and contact for the bank.
• Attends mandatory compliance and security sessions. Monitors daily work for adherence to compliance and security regulations, policies/procedures, and promptly corrects any deficiencies.

*** % is based on average of all positions; some %’s may vary dependent upon the location

COMPETENCIES:

Judgment and Decision Making

• Considering the relative costs and benefits of potential actions to choose the most appropriate one.

Active Listening

• Giving full attention to what other people are saying, taking time to understand the points being made, asking questions as appropriate, and not interrupting at inappropriate times.

Critical Thinking

• Uses logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems.

Compliance/Banking Regulations

• Uses relevant information and individual judgment to determine whether events or processes comply with laws, regulations or standards.

Sales

• Convinces others to purchase products/services or to otherwise change their minds or actions.

Customer Service

• Exhibits customer focus, acknowledges & listens to customer, and provides friendly, courteous, and efficient service.

Verbal/Written Communication Skills

• Provides information to customers outside the organization, supervisors, co-workers, and subordinates clearly and concisely in writing, by telephone or through e-mail.

Interpretation of Information to Others

• Translates or explains what information means and how it can be used.

Documenting/Recording/Processing Information

• Enters, transcribes, records, stores or maintains information in written or electronic/magnetic form.

Organization

• Developing specific goals and plans to prioritize, organize, and accomplish your work.

ENVIRONMENTAL CONDITIONS:

• Work is performed primarily indoors in an office setting.
• Remote work may be available upon supervisor approval.

PHYSICAL AND MENTAL DEMANDS:

• Position accountabilities are typically performed while sitting for most of the day. The physical and mental demands of this position are representative of those that must be met by an employee to successfully perform the essential position accountabilities. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential position and accountabilities. First Citizens Bank reserves the right to review each requested accommodation and determine if it poses an undue hardship.

KNOWLEDGE, SKILLS AND ABILITIES

• Greater than five years banking experience and/or bachelor’s degree or combination of. Will consider an equivalent work experience of at least ten years in the banking or closely related field.
• Skill in performing basic mathematical principles (such as addition, subtraction, multiplication, division, decimals) in account transactions.
• Knowledge of the layout and functions of the computer keyboard and ten key adding machine; skill of using the touch system to perform data input.
• Knowledge of and ability to cross-sell FCB products and services to customers-such as the ability to identify customers’ needs, communicate services, explain advantages, and close sales activity.
• Skill in working with the public, presenting a professional image of the bank, and servicing prospective and current customer inquiries, requests, and complaints.
• Knowledge of current compliance related issues plus new and updated regulations.