Industry: Banking 

Title: Lead Specialist 

Location: Amherst, NY 14228 

Duration: 6 Months 

Hours: M-F 8 AM - 5PM (one late shift per month: 11 AM - 7:30 PM)   

Job Description: 

• Proven experience as a procedure writer, technical writer, or similar role. 

• Strong writing, editing, and communication skills. 

• Attention to detail and ability to organize complex information logically. 

• Familiarity with document management systems and tools (e.g., MS Word, SharePoint). 
• Knowledge of process mapping and flowcharting is a plus 

Position Summary: 

• The Lead Specialist, an integral part of a high-performing team, is responsible for commercial client support functions through telephone or written requests, the timely processing of commercial monetary transactions, and scheduled and non-scheduled loan maintenance.  

• Our team is dedicated to supporting the growth and servicing of the commercial portfolio, while providing stellar customer service to internal and external customers alike.  

• Under some supervision, the Lead Specialist is primarily focused on execution of basic to moderate processing work following defined procedures with some expansion to complex issues based on development.  

• The Lead Specialist is also responsible for moderate operational and/or administrative work requiring occasional decision-making and will escalate issues as needed.  
• Individuals in this position should have a basic to moderate understanding of commercial loans and commercial loan servicing. 

Overview of Primary Functions: 

• Regularly review existing procedures to identify areas for improvement, updates, or corrections. 

• Revise documents as needed to reflect process changes, best practices, or regulatory requirements. 

• Maintain consistency in language, format, and style across all procedure documents. 

• Ensure alignment with organizational standards and branding. 

• Administers moderate procedures, analysis, tasks and reporting for filing, recording, processing, servicing, recording, and/or organization of documentation associated with a product or process 

• Reviews and ensures proper documentation or procedures are used for complex activities and also checks the work of less experienced employees 

• Identifies and resolves moderate issues by following established guidelines. 

• Refers more complex problems to Senior Specialist or supervisor. May provide service in relation billing inquiries, service requests, suggestions and complaints from customers 

• Uses independent thought to recommend and implement programs to solve complex issues, contributes to workflow or process change and redesign, and forms a strong understanding of the specific product or process 

• Research requests to a logical conclusion and execute remedial action. Communicate to the requester the results of research and resolution of the problem effectively and timely. 

• Other duties as assigned, including performance of special tasks and follow up for accurate and timely completion of transactions   

Day-to-Day Tasks: 

• Perform accurate and timely monetary processing as indicated. This includes the processing of Dollar Transaction Forms and Loan Initial Funding Requests via the Centralized Funding process 

• Balance general ledger entries via Automated Posting Application (APA) to minimize account outages and work with the accounting department to correct discrepancies in a timely manner. 

• Post DDA entries via APA to Hogan system, send out cashier checks and process outgoing wires as needed based on service requests 

• Process requests received via departmental Quest, databases and KeyView system including Fee Waiver requests and changes to indicative account information.  This would also include transactions such as reapplication of payments, research of missing or misapplied payments, and producing payment history statements 

• Perform maintenance transactions on CLS including, but not limited to, setting up borrowing base ticklers, Advance Paydown ticklers and other monetary and indicative system changes. 

• Careful and timely review and action of various reports to alleviate potential customer impact issues and to ensure system integrity   

Education, Experience, & Differentiating Skills: 

• High School Diploma or equivalent work experience required. Bachelor's degree in Finance or accounting preferred 

• 2+ years of experience and a strong knowledge of commercial loan servicing 

• Demonstrates solid understanding of accounting principles 

• Familiarity with systems such as CLS/CL3 and LoanIQ 

• Proven excellent verbal/written communication and interpersonal skills 

• Excellent judgement and decision-making skills, demonstrated leadership skills 

• Strong analytical, research, and problem resolution skills 

• Comfortable navigating multiple computer systems and applications to utilize resources to draw conclusions & solve complex challenges 

• Moderate knowledge of banking policies, procedures, government regulations 

• Ability to perform complex scheduled and non-scheduled maintenance functions 

• Excellent internal and external customer service skills and proven ability to diffuse difficult customer situations independently