Loan Admin Assistant I

Position Title:

Loan Admin Assistant I (Commercial Lending)

Exempt Status:

Non-Exempt

Reports to:

Commercial Relationship Manager, Market President, or Commercial Loan Admin Manager

Branch:

Cleveland

Benefits:

• Medical, Prescription Drugs, Dental, and Vision Insurance
• Insurance Eligibility for Team Members and Dependents Starting on the First Day of Employment
• 401(k) with a Match
• Basic, Voluntary, and Dependent Life Insurance
• Paid Time Off
• Paid Bank Holidays
• Workplace Wellness Programs
• Employee Assistance Programs
• Tuition Reimbursement

Job Summary: This entry-level support role works with supervision and assistance, as needed, to provide administrative and operational support to the lending department by assisting with loan processing, documentation, closing coordination, loan servicing, record maintenance, customer service, and regulatory compliance. This position works closely with loan officers, admin staff, borrowers, loan operations, credit, underwriting, accounting, compliance, and other internal departments to ensure loans are processed accurately, efficiently, and in accordance with Bank policies and applicable regulations.

The position plays a key customer service role by serving as a knowledgeable and responsive point of contact for customers for both the loan process and non-loan service requests. The Loan Administrative Assistant is expected to provide timely communication, explain administrative requirements clearly, follow through on customer requests, resolve routine issues, and coordinate with appropriate personnel to ensure customers receive accurate and professional service.

Essential Loan Job Functions:

• Processes loan applications and organizes required supporting documentation.
• Maintains complete, accurate, and organized electronic and physical loan files.
• Reviews loan documentation for completeness, accuracy, required signatures, dates, and supporting information.
• Enters and maintains borrower and loan information accurately in the Bank's loan processing and core banking systems.
• Provides administrative support to loan officers throughout the loan origination and servicing process.
• Prepares loan documents, disclosures, correspondence, reports, and other lending-related materials.
• Coordinates loan closings and assist with ensuring all required closing documentation and conditions are satisfied.
• Tracks outstanding loan conditions and follows up with borrowers, loan officers, vendors, and internal departments.
• Orders and monitors third-party services including appraisals, title work, credit reports, flood determinations, insurance documentation, and other required reports.
• Monitors loan processing, closing, renewal, and servicing deadlines to ensure timely completion.
• Communicates professionally as a primary administrative contact for borrowers regarding loan documentation, application status, closing requirements, payments, renewals, and other routine loan-related matters.
• Performs loan file quality-control reviews and identifies missing, incomplete, or inconsistent information.
• Assists with loan funding and disbursements by verifying required documentation and following established procedures.
• Processes or assists with loan-related transactions, including payments, payoffs, advances, renewals, extensions, and modifications.
• Assists with loan renewals, extensions, and modifications by gathering documentation and coordinating required approvals.
• Maintains loan ticker and tracking systems for maturities, insurance expirations, financial statements, annual reviews, and other required follow-up items.
• Prepares and maintains loan reports, including pipeline, exception, maturity, delinquency, and other reports as assigned.
• Follows up on missing or expired documentation and assists in resolving outstanding loan requirements.
• Coordinates with credit, underwriting, loan operations, accounting, compliance, and other departments to facilitate efficient loan processing.
• Maintains strict confidentiality of borrower financial information, personal information, bank records, and other sensitive information.
• Follows established Bank policies, procedures, internal controls, and operational standards.
• Supports compliance with applicable federal and state banking regulations and lending requirements.
• Identifies and promptly escalates discrepancies, exceptions, documentation deficiencies, or other issues to the appropriate personnel.
• Provides professional and responsive service to borrowers, loan officers, vendors, and internal departments.
• Performs general administrative duties necessary to support the efficient operation of the lending department, including filing, scanning, copying, data entry, record retention, correspondence, and scheduling.
• 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.

Essential Customer Service Functions:

• Serves as a primary administrative contact for customers regarding non-loan related matters such as creation and maintenance of deposit accounts, wire and funds transfers, stop payments, overdraft resolution, address changes, fraud issues, debit card and online banking issues and questions.
• Responds promptly and professionally to customer inquiries received by telephone, email, in person, or through other approved communication channels.
• Provides clear explanations of administrative requirements, requested documentation, deposit account-processing steps, and timelines within the scope of the position's authority.
• Assists customers with completing and submitting required documentation, ensuring customers understand what information or documents are needed to move the deposit account process forward or resolve the matter being addressed.
• Provides timely status updates and communicates outstanding requirements, anticipated next steps, and applicable deadlines to customers.
• Follows up with customers regarding missing or incomplete documentation, using professional and courteous communication to help prevent unnecessary processing delays.
• Coordinates customer requests with retail division, deposit account services, debit card departments, treasury management, fraud department, credit card department, investment services, wealth management and trust, and other departments to ensure questions and issues are addressed appropriately.
• Researches and resolves routine customer issues within established procedures and promptly escalate complex, sensitive, or non-routine matters to the appropriate loan officer or manager.
• Maintains ownership of customer requests by following through until the request has been addressed or appropriately transferred to another responsible employee.
• Communicates professionally regarding past-due or outstanding requirements, maintaining a respectful and customer-focused approach while following Bank policies and procedures.
• Protects customer confidentiality by appropriately handling personal, financial, and deposit account information and following all Bank security and privacy requirements.
• Maintains accurate customer records by promptly documenting relevant communications, requests, and updates in the appropriate Bank systems.
• Identifies opportunities to improve customer experience by communicating recurring customer concerns, process issues, or documentation challenges to management.
• Maintains a professional and courteous demeanor when interacting with customers, including during difficult, sensitive, or time-sensitive situations.
• Demonstrates responsiveness and follow-through by returning calls and messages within established service standards and keeping customers informed when additional time is required.
• Builds and maintains positive customer relationships through consistent, accurate, respectful, and solution-oriented service.
• Balances customer service with Bank policies and controls by assisting customers while ensuring required procedures, documentation, approvals, and regulatory requirements are followed.
• Represents the Bank professionally in all customer interactions and contributes to a positive overall customer experience.

Additional Functions:

• Operates within division or department policy guidelines using independent judgment in achieving assigned objectives.
• 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 diploma or general education degree (GED); or one to three months related experience and/or training; or equivalent combination of education and experience.

Necessary Skills:

• High degree of accuracy and attention to detail.
• Ability to review documents and identify missing or inconsistent information.
• Ability to prioritize multiple tasks and meet established deadlines.
• Exceptional organization and time management skills.
• Ability to maintain confidentiality and handle sensitive financial information.
• Autonomous problem-solving capabilities while also functioning effectively as part of a team.
• Ability to provide professional customer service with polished written and verbal communication skills.
• Ability to exercise sound judgment and appropriately escalate issues.
• High proficiency in core banking software (e.g., Jack Henry, Fiserv), loan origination systems, and Microsoft Office Suite.
• Strong familiarity with lending terminology, title work, lien perfection, and regulatory requirements.

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.
• 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; 8:00am - 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)