SBA Servicing Support Specialist

This is a remote role that may only be hired in the following location(s): North Carolina and Arizona.

This position supports Bank products or services within SBA Lending, in the execution of advanced operating activities. This role is the primary point of contact for customers after an SBA loan closes. Works directly with FCB SBA borrowers to address issues and responds to inquiries that might arise post loan closing. Facilities post-closing loan disbursements which includes educating customers on the required documentation as well as reviewing all documentation provided and confirming compliance with SBA requirements prior to loan disbursements. Other direct customer communication includes, but is not limited to, financial statement/information collection, insurance management (collection of updated insurance documentation as well claims), and timely payment collection. This position is also responsible to manage all ticklers associated with loans in their portfolio, including but not limited to, tax tracking/monitoring, insurance monitoring, financial statement monitoring, etc. Coordinates with FCB SBA Portfolio Manager on servicing action requests and facilitates the any necessary communication with the borrower. Performs data review of post close documentation (loan booking and closing) to ensure compliance in loan approval including FCB and SBA policies and procedures.

• Account Servicing - Manages accounts, portfolios, or packages specific to line of business, including creation and termination. Performs data entry, processing, and documentation. Ensures accuracy and compliance with all rules and regulations.
• Operations - Performs various operational tasks that occur during customer, vendor, and/or associate inquiries.
• Service & Support - Develops relationships with customers, associates, or vendors to achieve business goals and streamline service experience. Determines target needs and provides resolution. May handle escalated and complex support issues.
• Business Proficiency - Provides knowledge in area of work. Assists in troubleshooting for both internal and external parties. May assist in promotion and distribution of Bank products or services.

Bachelor's Degree and 0 years of experience in Support, or Operations, or Customer Service OR High School Diploma or GED and 4 years of experience in Support, or Operations, or Customer Service

Preferred Qualifications: SBA servicing, SBA operations, operations, proficient in PCFS, experience with E-Tran, ability to transition from one task/project to another (handle multiple things at once while balancing long and short-term deadlines), knowledge of RIMS and BOSS.

First Citizens benefits programs are designed to meet our Associates where they are in life. Full-time associates (20+ hours) are offered a comprehensive benefits program, with customized offerings, including those designed to support families, however defined. More information regarding our benefits offerings can be bound here: https://jobs.firstcitizens.com/benefits