Branch & Loan Support Specialist-Louisville

Position Title: Branch & Loan Support Specialist (Louisville)

Department: Consumer Services

Reports To: Louisville Market President

General Summary/Purpose

The Branch & Loan Support Specialist personally delivers both day-to-day branch and teller operations and foundational loan production support, ensuring clients receive seamless, high-touch, concierge-level service from a single point of contact.

Approximately half of this role is dedicated to branch and teller operations - processing transactions accurately, opening and servicing consumer and business deposit accounts, handling cash, and serving as a primary point of client contact. The other half is dedicated to basic loan support - assisting Relationship Managers (Consumer and Business/Commercial) by collecting and organizing documentation, maintaining loan workflow records in nCino, ordering third-party services, coordinating loan packages, and supporting clients from application through closing and post-closing.

The role works in close collaboration with the Branch Experience Manager, Consumer and Commercial Relationship Support teams, Loan Operations, Credit Administration, and Treasury Services. This position requires strong organizational skills, the ability to multitask, and a high level of attention to detail. The Branch & Loan Support Specialist must prioritize and complete tasks quickly and efficiently while maintaining consistent communication and follow-up with Relationship Managers, internal partners, and clients.

Key Duties and Responsibilities

#1 Branch and Teller Operations Percentage of time: 50%

- Process deposits, withdrawals, transfers, payments, and other teller transactions accurately and efficiently while delivering a personalized, concierge-level client experience.

- Handle cash and negotiable instruments securely; balance the cash drawer and maintain appropriate cash limits in accordance with bank policies and cash handling guidelines.

- Open and maintain time deposit accounts, consumer and business deposit accounts, complete wire transfers and other account services, ensuring compliance with bank policies and procedures.

- Serve as a primary point of contact for client calls to the branch, answering and directing calls as appropriate or completing the customer request personally.

- Deliver exceptional service through in-person interactions, phone calls, and digital channels; educate clients on banking products, services, and digital banking options.

- Support client onboarding in partnership with Branch teammates and Treasury Services, including subsequent action items after account opening.

- Stay vigilant in detecting and preventing fraudulent activity; complete customer disputes in accordance with policy and work closely with the BSA and Fraud Specialist to deter fraud in the bank or its customers.

- Follow branch initiatives as described by the Branch Experience Manager, including Branch Score Card measurables, campaign initiatives, monthly operational checklist duties, and cash operations requirements.

- Identify potential referral opportunities to Private Wealth, Commercial, Business, Treasury, Trust, and PFC partners.

#2 Basic Loan Support and Production Assistance Percentage of time: 50%

- Move loan opportunities forward by collecting, organizing, and inputting required information to build out loan requests and support timely processing from intake through closing for consumer and business lending teams.

- Assist with entering, validating, and maintaining application and loan data in the Bank's lending platform (nCino) by creating or updating opportunities and facilities and posting key updates and required items based on RM direction and communications (e.g., Chatter).

- Coordinate with Relationship Managers to collect customer and third-party documentation, order and track appraisals, title work, flood certifications, and other third-party services, and follow up on outstanding items needed to move loan packages forward.

- Interact directly with clients to request, clarify, and follow up on required information, maintaining professional contact and proactively promoting a seamless, positive client experience.

- Pull credit reports and assist with underwriting preparation and follow-up in collaboration with processors, underwriters, credit analysts, and closers.

- Support renewals and maturities by researching upcoming deadlines, gathering required information, and requesting documents for RM review and next-step action.

- Print, assemble, and review complete and accurate loan packages and deliver them to Loan Operations in a timely manner; work with Loan Operations to clear documentation and collateral exceptions.

- Attend loan closings as needed and serve as a notary for client documents when required and authorized.

- Provide post-closing support by assisting with account transfers, wires, payment posting, construction draws, and other routine account servicing questions in accordance with established procedures and approvals.

- Document client interactions, meetings, and follow-up tasks within CRM systems (nCino/Salesforce) and organize loan documentation on the appropriate shared drive for booking, review, and ongoing reference.

Qualifications

Education, Training and Skills Required

(Identify the minimum required to perform the duties and responsibilities.)

____ Limited training normally acquired through high school education

__X_ Specialized education/training normally acquired through up to 18 months of higher education

____ Education/training equivalent to an Associates' Degree

____ Education/training equivalent to a Bachelors' Degree

____ Education/training equivalent to a Masters' Degree

____ Advanced education/training in a recognized field of specialization, e.g. CPA, MBA

____ Other (please specify)

Skills required: Prior banking or financial services experience strongly preferred, including teller/branch operations experience and exposure to loan processing or lending support. Strong customer service, relationship-building, and problem-solving skills with a high-touch, concierge service orientation. High attention to detail with a proactive approach to fraud detection and risk management. Ability to multitask and prioritize effectively across branch and lending duties in a fast-paced, leanly staffed, team-oriented environment. Notary commission (or willingness to obtain) preferred; comfort with core banking and CRM (nCino/Salesforce) platforms a plus.

Experience Required

(Identify the minimum required to perform the duties and responsibilities as well as the type of experience required.)

____ None

____ Three months to one year

__X_ More than one year, fewer than three years

____ More than three years, fewer than five years

____ More than five years, fewer than eight years

____ More than eight years