Small Business Ops Specialist II

Overview
Assemble business loan documentation to close Business Solutions Checking Line of Credit loans per federal/state laws and NF policies. Fund business loans after closing and perform due diligence related to transactions. Evaluate and process intermediate business loan and credit card applications submitted via the NG Online portal. Research and gather supporting data and loan documentation to ensure compliance with federal regulations, NCUA rules, and NF policies. Respond to basic electronic correspondence regarding Business Solutions through the Right Now Messaging system and other online channels. Act as a correspondence expert by researching and resolving member concerns and requests. Collaborate with subject matter experts on online business loan processing. Provide essential administrative support to facilitate complex loan and credit card application processing. Assist in mentoring level I co-workers to enhance their skills and efficiency in the loan process.

• Intermediate CRM transactions
• Complete pre-close, closing, funding, and booking for the following business loan types: CLOCs
• Perform ongoing quality control to detect errors and initiate or arrange for corrective action; ensure resolution
• Monitor the business loan process from origination to closing to ensure compliance with applicable federal and state laws, rules, regulations, and Navy Federal policies and procedures
• Review and verify received entity documentation for business members and collaborate with Lending Teams to resolve any missing information, questions, or issues
• Verify approved loan terms in LOS
• Prepare loan document for closing
• Ensure loan documentation satisfies regulatory requirements for applicable loan terms
• Responds to inquiries and requests for designated types of routine correspondence
• Provides updates to a standard response database in the Right Now Messaging system which increases consistency, speed, and efficiency of the responses
• Intermediate knowledge of applicable federal and state laws, rules, regulations and Navy Federal policies and procedures
• Create new loan files and review for completeness
• Monitor the business lending communication queues
• Respond to members or team members for assigned communications
• Involved in driving continuous process improvement to increase member experience quality; increase revenue; minimize financial risk and maintain high operational efficiency
• Lead, guide and mentor less experienced staff
• Work as a liaison between Business Solutions and business member
• Perform other related duties as assigned

• Familiarity with software such as: nCino, UAD, Oracle, MS Office Suite, Lotus Notes, Outlook, online communications, fax databases and other 3rd party vendor software solutions
• Working knowledge of various regulatory guidance provided by the NCUA, such as Reg B and other regulations
• Effective research and analytical skills to process and solve problems for multiple types of accounts efficiently
• Effective skill exercising initiative and using good judgment to make sound decisions
• Effective verbal, interpersonal and written communication skills
• Effective word processing and spreadsheet software skill
• Strong knowledge of English grammar & spelling with excellent writing skills to effectively respond to members
• Experience in member service preferably in a call center, retail banking or financial institution
• Effective skill interacting with staff, management, and members diplomatically and tactfully
• Effective skill reviewing documents for errors, inconsistencies, or missing information
• Experience in managing multiple priorities independently and/or in a team environment to achieve goal
• Advanced knowledge of Navy Federal's functions, philosophy, operations and organizational objectives
• Familiarity with Navy Federal financial and credit transaction documentation processess