FLSA: Non-Exempt JOB TITLE: Customer Relationship Manager

CATEGORY: Full Time LOCATION: Amarillo

SHIFT: Monday–Friday, some Saturdays, flexible schedule; typically, between 8:00 AM and

REPORTS TO: Mortgage Operations Team Lead

5:00 PM

Summary

The Mortgage Customer Relationship Manager must be detail oriented and organized with excellent communication, phone, and customer service skills. Day to day responsibilities for the Mortgage Customer Relationship Manager include, but are not limited to, administrative assistant items such as mail flow, appraisal desk, customer service, document storage/filing while also assisting the mortgage team on loan files through completion. Additionally, the Mortgage Customer Relationship Manager will work with the mortgage loan originators to maintain existing customer relationships by maintaining deposit accounts, receiving and tracking loan payments, and effectively communicating with customers, when necessary, on past dues as well as clearing exception reports.

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Essential Duties

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

· Collection of mail and delivery to appropriate personnel

· Maintain appraisal desk by monitoring assignment of transactions, effectively reassigning appraisal orders when necessary, and reaching out to appraisers to add them to list of available inspectors. Submitting appraisal invoices to appropriate parties for timely payment to inspectors.

· Answer mortgage phone calls and effectively relaying information or transfer to appropriate departments/staff.

· Assist with in-house loans by effectively completing General Ledger and Credit/Debit Tickets that correlate with corresponding accounts.

· Delivery of In-House funding documents to appropriate department in a timely manner

· Monitor tracking of trailing documents for in-house loans that include but are not limited to recordings, Original Notes, and final title policies.

· Scan and upload documents to file storage

· During peak times, assisting in completing loan files by follow-up on requested verification items for approval and submitting files for document preparation with attorneys.

· Assist in wire submission and approval when needed for in- house loans and construction draws.

· Assist deposit customers who were captured directly through the Mortgage Department channel

· Serve as a single point of contact between the Mortgage Department and other banking channels to assist mortgage banking customers

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Minimum Requirements

These specifications are general guidelines based on the minimum experience normally considered essential to the satisfactory performance of this position. The requirements listed below are representative of the knowledge, skill and/or ability required to perform the position in a satisfactory manner. Individual abilities may result in some deviation from these guidelines.

Must be able to pass a background and Credit check

· High School Diploma or equivalent required; 5+ years residential mortgage loan operations (processing and closing) experience required

· Proficient knowledge of Microsoft office products

· Excellent social and networking skills to support the community bank image

· Proven ability to provide an Excellent Customer Experience

· Basic skills in computer terminal and personal computer operation; word processing and spreadsheet software.

· Effective oral, written and interpersonal communication skills with the ability to apply common sense to carry out instructions and instruct others, interpret documents, understand procedures, write reports and correspondence, speak clearly to customers and employees.

· Complete in-house training based on requirements set up for this position

· Effective Time management skills

· Ability to maintain confidentiality at all times

· Ability to work with minimal supervision while performing duties.

· Ability to deal with routine problems involving multiple facets and variables.

· Must follow company policies, all state and federal laws, regulations and guidelines

· Current driver's license and a vehicle with appropriate insurance coverage if required to drive in the course of performing assigned duties and responsibilities.

The incumbent must be able to perform this position safely, without endangering the health or safety to themselves or others.

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Secondary Duties

The position of Customer Relationship Manager performs duties specific to the position and other functions as assigned.

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Supervisory Responsibilities

The position of Customer Relationship Manager has no supervisory responsibilities.

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Environment and Physical Activity

The environment for this position is an open office that is mostly clean and comfortable and includes driving a Bank or personal-owned vehicle approximately 5% of the time which includes exposure to the outside weather elements and moving mechanical parts. It may include some minor annoyances such as noise, odors, drafts, etc. The incumbent is in a non-confined office-type setting in which he or she is free to move about at will.

The incumbent in the course of performing this position spends time writing, typing, speaking, listening, lifting (up to 10 pounds), carrying, seeing (such as close, color and peripheral vision, depth perception and adjusted focus), sitting, pulling, walking, standing, squatting, kneeling and reaching.

The incumbent for this position may operate any or all of the following: telephone, copy and fax machines, adding machine (calculator), computer terminal, personal computer and related printers

Mental Demands

The incumbent in this position must be able to accommodate to reading documents or instruments, detailed work, problem solving, customer contact, reasoning, math, language, presentations, verbal and written communication, analytical reasoning, stress, multiple concurrent tasks, and constant interruptions.

MEMBER FDIC – EQUAL OPPORTUNITY EMPLOYER

This is not necessarily an exhaustive list of all responsibilities, duties, skills, efforts, requirements or working conditions associated with the job. While this is intended to be an accurate reflection of the current job, management reserves the right to revise the job or to require that other and/or different tasks be performed as assigned.