New Accounts Supervisor - Private Agreement Solutions

New Accounts Supervisor

Start a career with First National Bank Alaska, the Best Place to Work in Alaska as recognized 11 years in a row by Alaska Business magazine readers. Now hiring a New Accounts Supervisor!

As one of Alaska's largest private note servicers, we help our business customers enhance their customers' experience by providing a safe and secure way to make and receive payments and store legal documents leaving them more time to focus on building strong customer relationships.

If you enjoy fostering excellent customer relationships, assisting with the management of daily work by directing workflow, providing oversight, exhibiting leadership and providing guidance, consider the New Accounts Supervisor position in our Escrow New Accounts Unit. We have a competitive salary schedule based upon minimum experience to very experienced; the job/salary offer would be commensurate with your experience.

Schedule: Monday-Friday

General Purpose Summary

Supervises employees in one Escrow function and ensures the highest levels of customer satisfaction; acquires, expands, and retains customer relationships; administers and provides subject matter expert support for one key escrow function and performs some aspects of an additional function, which may include customer service, support, accounting, and new accounts; and assigns and streamlines workflow processes by performing the following essential duties and responsibilities:

Essential Duties and Responsibilities

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

1. Helps ensure the highest levels of customer satisfaction, through both internal and external channels. Supervises employees in at least one Escrow function. Assigns work, trains staff and directs workflow to ensure effective use of resources. Reviews and approves daily work and internal reports.
2. Responds to complex and/or escalated customer and internal inquiries, researching and resolving complex servicing issues by interacting with bank personnel, title companies, and other industry personnel, and provides suggestions and/or solutions to the customer.
3. Acquires, expands, and retains customer relationships by identifying opportunities, strategizing proactive development activities, cultivating referral networks, and focusing on viable target markets to sustain and grow Escrow's profitability.
4. Implements the bank's business development strategy aimed at retaining existing customers and expanding new business relationships; identifies current and prospective customer needs, uses a planned calling program, and schedules and coordinates selling and cross-selling efforts with functional managers and other bank employees. Responsibilities may vary depending on the assigned function within the Escrow Section.
5. Obtains client referrals and cross-sells bank products and services to industry professionals and customers; partners with other bank specialists to provide expertise to clients when needed. Connects clients across all lines of business at the bank.
6. Completes special projects as assigned by supervisor, including analysis requested by senior management. Recommends responses to internal and external audits, researches process deficiencies, and recommends improvements. Assists with staff training in compliance with regulatory procedural changes.
7. Ensures accuracy of escrow account information and documentation, ensures repayment terms comply with bank and government requirements and approves written amendments to existing files. Acts as loan support subject matter expert resource to branch locations and various business units.
8. Interacts with industry professionals including title companies, and bank personnel to ensure escrows are administered in compliance with government regulations, loan documentation, and bank policies and procedures.
9. Monitors and reviews the unit's processes impacted by consumer and IRS regulation and their changes, including but not limited to 1098 reporting, and consumer disputes; and recommends changes to processes. Stays abreast of pertinent banking regulations.
10. Performs other work-related duties as assigned by supervisor.

Compliance Expectations

• Ensure business unit's operations comply with bank policy, procedures, and banking regulations (for business unit heads).
• Ensure you and your delegates comply with the bank's policies, procedures, laws, and regulations.
• Stay updated on relevant laws and regulations.
• Maintain customer confidence and protect the bank's operations by you and your delegates identifying and protecting confidential information.

Supervisory Responsibilities

Supervises assigned employees. Carries out supervisory responsibilities in accordance with the organization's policies and applicable laws. Responsibilities include interviewing and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems; and making recommendations regarding the hiring and terminating of employees.

Qualification Requirements

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.

Education and/or Experience:

Escrow Supervisor I Minimum: Bachelor's degree in business or related field and two years' progressively responsible experience in banking, real estate, title company, or business-related field; or four years' progressively responsible experience in banking, real estate, title company, or business-related field; or equivalent combination of education/training and experience. One year of supervisory experience.

Preferred: Two years supervisory experience in the financial or real estate industry, managing both staff and involved processes. Familiarity with real estate transactions, escrow services, and real estate and loan terminology.

Escrow Supervisor II Minimum: Bachelor's degree in business or related field and three years progressively responsible experience in banking, real estate, title company, or business-related field; or five years progressively responsible experience in banking, real estate, title company, or business-related field; or equivalent combination of education/training and experience. Two years supervisory experience.

Preferred: Working knowledge of FNBA's Escrow business. Three years supervisory experience.

Other Skills and Abilities:

Word processing and spreadsheet software experience required. Ability to keyboard 40 wpm and operate a 10-key calculator required.

Language Skills:

Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations. Ability to write reports, business correspondence, and procedure manuals. Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public.

Mathematical Skills:

Ability to work with mathematical concepts, such as probability and statistical inference. Ability to apply concepts such as fractions, percentages, ratios, and proportions to practical situations.

Reasoning Skills:

Ability to define problems, collect data, establish facts, and draw valid conclusions. Ability to interpret an extensive variety of technical instructions in mathematical or diagram form and deal with several abstract and concrete variables.

Physical Demands:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

While performing the duties of this job, the employee is regularly required to sit; use hands to finger, handle, or feel objects, tools, or controls; reach with hands and arms. The employee is frequently required to talk and hear. The employee is occasionally required to stand; walk; stoop, kneel, crouch, or crawl.

The employee must occasionally lift and/or move up to 25 pounds. Specific vision ability required by this job includes close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.

Working Conditions:

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. The noise level in the work environment is usually moderate.