Loan Source Support Specialist I

Position Title:

Loan Source Support Specialist I

FSLA Status:

Non-Exempt

Reports to:

Loan Source Manager

Job Summary:

Demonstrate and deliver Southside Bank core values by creating an environment for employees to gain consistent and accurate answers in relationship to the loan origination platform - nCino. While working daily to enhance the experience of our lending staff, this role will embrace a system of continuous improvement and elevated quality, efficiency, learning, and consistency.

Essential Functions:

• Provides support to end users for functionality issues/questions and be an intermediary between Bank staff and loan origination system.
• Troubleshoots system application support requests by performing root cause analysis and ensuring proper documentation of resolution.
• Analyzes systems and procedures to ensure efficient processes and system optimization.
• Reviews and tests service releases, patches, requests and customizations and makes recommendations of enhancements that would be beneficial for the organization.
• Performs site visits to various locations/departments to understand application support needs and potential enhancements needed.
• Ensures that solution, training, procedures and application support documentation is maintained to the highest quality and ensure documentation is distributed to necessary employees.
• Attends User Group meetings to facilitate appropriate networking with employees of vendors and other users of the software or clients of the vendor.
• Self-educates to maintain system expertise and ensure system knowledge remains current.
• Maintains advanced knowledge of Southside Bank loan policies and procedures effecting the Retail banking division along with associated departments. Provides clear and sound guidance with respect to decisions within policies and procedures.
• Notifies appropriate parties when updates are needed to Southside Bank documents, policies, or procedures as business processes change.
• Reviews and recommends solutions to complex problems referred by employees, requiring good judgment and frequent on-the-spot decisions.
• Responsible for tracking calls/emails received from loan or Retail staff regarding proposed need for further analysis.
• Attends training directed to the loan division periodically to ensure they have an understanding of the current processes and/or identifying any gaps in procedures.
• Assists in the oversight of the content, updates, and standardization of the loan origination platform - nCino information on the Hub.
• Maintains ongoing communication with direct management to inform concerns, successes and training opportunities.
• Maintains confidentiality of all sensitive Bank information.
• Maintains a positive and caring atmosphere for customers and employees consistent with Southside Bank's mission, CORE Values, and Blue Book culture guide.
• Provides enthusiastic, professional, and courteous service to Southside Bank customers and employees.
• Participates in proactive team efforts to achieve departmental and company goals.
• Understands and agrees to abide by the policies and procedures established at Southside Bank.
• Responsible for complying with audit policies and procedures as they pertain to this position.
• Performs duties in compliance with applicable laws and regulations, including but not limited to the Bank Secrecy Act (BSA) and related anti-money laundering laws, and in accordance with the Bank's Information Security Program.
• Must comply with all applicable laws and regulations.

Additional Functions:

• Under general guidance with respect to general objectives; in the majority of tasks and projects assigned independently determines methods, work sequence, scheduling, and how to achieve objectives of assignments; operating within specific policy guidelines.
• Provide leadership to others through example and sharing of knowledge/skill.
• Complies with all safety policies, practices, and procedures. Report all unsafe activities to supervisor and/or Human Resources.
• Performs additional duties, as assigned or directed.

Required Education/Experience:

• High School or GED diploma required.
• Bachelor's degree (B. A.) from four-year College or university preferred.
• nCino knowledge or training experience preferred.
• Minimum two years of bank related experience and/or training required.
• Experience with a strong emphasis in loan origination, loan servicing or related loan functions preferred but not required, or equivalent combination of education and experience.

Necessary Skills:

• Ability to read, analyze, and interpret common scientific and technical journals, financial reports, and legal documents.
• Ability to respond to common inquiries or complaints from customers, regulatory agencies, or members of the business community.
• Ability to write articles for publication that conform to prescribed style and format.
• Ability to calculate figures and clarify complex interest rates, annual percentage rates (APRs), and loan terms.
• Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists.
• Ability to interpret a variety of instructions furnished in written, oral diagram, or schedule form.
• Proficient personal computer skills including electronic mail, record-keeping, routine database activity, word processing, spreadsheet, graphics, etc.
• Handle multiple projects simultaneously.
• Ability to lead and motivate others by exemplifying Southside Bank core values.

Physical Activity/Dexterity:

• Manual dexterity sufficient to reach/handle items and work with fingers. Works with fingers and perceives attributes of objects and materials.

Physical Environment Demands:

• Must be able to remain in a stationary position 90% of the time.
• The person in this position needs to occasionally move about inside the office to visit other offices, conference rooms, office machinery, etc.
• Constantly operates a computer and other office productivity machinery, such as a calculator, copy machine, and telephone.
• Constantly positions self to operate on a computer.
• The person in this position frequently communicates with other people throughout each day. Must be able to exchange accurate information when conversing.

Working Conditions/Environment:

• Well-lighted, heated and/or air-conditioned indoor office setting with adequate ventilation.
• Moderate noise (e.g. business office with computers and printers, light traffic).

Work Schedule/Hours:

• Monday through Friday as scheduled 8:00am to 5:00pm.
• Available for overtime, as needed.

Southside Bank uses E-Verify to confirm the employment eligibility of all newly hired employees.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information. 41 CFR 60-1.35(c)