Commercial Client Services -SBA - Nesco Resource

Position: Lead Specialist
Schedule: Monday to Friday, 8:00 AM - 5:00 PM ET. Once a month, a late shift from 11:00 AM - 7:30 PM is required.
Location: 4910 Tiedeman, Brooklyn, OH 44144 or 4224 Ridge Lea Road, Amherst, NY 14226
Training: 100% on-site for the first 6 weeks, with a possible hybrid option afterward.

• Bachelor's degree in finance, business, or a related field.
• Experience in commercial lending, preferably focused on SBA loans.
• Knowledge of SBA loan programs, including 7(a) and 504.
• Strong interpersonal skills and the ability to build rapport with clients.
• Detail-oriented and organized.
• Ensure compliance with SBA regulations and internal policies.

The Lead Specialist plays a vital role in supporting commercial clients through telephone and written requests, processing commercial monetary transactions, and maintaining scheduled and non-scheduled loan services. The role focuses on providing excellent customer service to both internal and external clients while aiding in the growth and maintenance of the commercial portfolio.

Working under some supervision, the Lead Specialist handles basic to moderately complex processing work following defined procedures. The role may also involve dealing with more complex issues as skills develop. Responsibilities include operational and administrative work, with occasional decision-making and escalation of more complex matters. Candidates should possess a basic to moderate understanding of commercial loans and loan servicing.

• Administer procedures, analysis, and tasks related to product or process documentation, including filing, processing, and servicing.
• Review and ensure proper documentation is used for complex activities, assisting less experienced employees as needed.
• Identify and resolve moderate issues, escalating more complex problems to senior specialists or supervisors.
• Provide customer service in response to billing inquiries, service requests, suggestions, and complaints.
• Use independent judgment to recommend and implement solutions for complex issues, contributing to workflow improvements and process changes.
• Research and resolve requests efficiently, ensuring timely communication of outcomes.

• Process Dollar Transaction Forms and Loan Initial Funding Requests via the Centralized Funding process.
• Balance general ledger entries using the Automated Posting Application (APA), working with the Accounting department to resolve discrepancies.
• Post DDA entries via APA to Hogan system, issue cashier checks, and process outgoing wires as needed.
• Handle requests in departmental Quest, databases, and KeyView system, including fee waiver requests and changes to indicative account information.
• Perform maintenance on CLS, including setting up borrowing base ticklers and making other monetary and indicative system changes.
• Review and take action on various reports to prevent customer impact and ensure system integrity.

• High School Diploma or equivalent experience required; Bachelor's degree in Finance or Accounting preferred.
• 2 years of experience with strong knowledge of commercial loan servicing.
• Solid understanding of accounting principles.
• Familiarity with systems such as CLS/CL3 and LoanIQ.
• Strong verbal and written communication skills, with excellent interpersonal skills.
• Demonstrated leadership, judgment, and decision-making abilities.
• Strong analytical, research, and problem-solving skills.
• Ability to navigate multiple computer systems and solve complex challenges.
• Knowledge of banking policies, procedures, and government regulations.
• Ability to perform both scheduled and non-scheduled maintenance tasks.
• Excellent customer service skills with the ability to manage difficult situations independently.