BUSINESS SUPPORT REPRESENTATIVE

Business Support Representative – VI Loan Operations Department

Job Summary:
The Business Support Representative in the VI Loan Operations Department performs a variety of clerical, operational, and customer‑service related tasks to support the efficient processing of auto, mortgage, and personal loan activities. The position is responsible for reviewing, entering, updating, and reconciling loan information; preparing releases and reports; handling collateral files; and ensuring the accuracy and compliance of loan documentation. Additional duties include processing dealer incentives, managing unposted items, and performing quality assurance reviews in accordance with departmental procedures and regulatory requirements.

Essential Responsibilities:

• Receives renewal policies for auto loans and updates the host system daily.
• Completes daily recaps, reconciliations, and general ledger tasks.
• Handles mortgage payoffs, loan returns, and unposted items.
• Enters new auto loans accurately and in accordance with established procedures.
• Prepares releases for paid‑in‑full accounts.
• Conducts quality assurance reviews of loan files and documentation.
• Reviews the Auto Loan System (ALS) Cash Collateral report weekly.
• Processes dealer incentive disbursements by the 5th business day for the prior month.
• Validates and manages physical collateral and credit/collateral files.
• Performs other duties as assigned by the Supervisor.

Supervisory Responsibilities:
This position has no direct supervisory responsibilities.

Independence of Judgment:
Employee works under established procedures with moderate discretion when coordinating, reviewing, and integrating various loan processing elements. Judgment is applied in verifying documentation, identifying discrepancies, and ensuring accurate system updates.

Impact of Errors:
Errors in this position may affect other departments, loan operations, customer experience, or external service activities. Accuracy and attention to detail are essential due to the financial and regulatory impact of loan processing.

Physical Demands:
The physical demands described here represent those required to successfully perform the essential functions of this position. Reasonable accommodations may be made for individuals with disabilities.

The employee may be required to sit or stand for extended periods, handle documents, and use standard office equipment. Occasional lifting of files, loan folders, or small office materials may be required.

Work Environment:
This role is performed in a standard office environment with adequate lighting, temperature, and minimal noise. Work may involve handling secured documents, visit storage areas, or interacting with other internal departments as needed.

Competencies:
The competencies detailed below are the behaviors to be exhibited by the incumbent while performing his/her duties as relates to our corporate values, culture and philosophy.

• Customer Service: Understands internal and external customer needs and responds promptly and professionally.
• Teamwork: Works collaboratively with team members and other operational units.
• Ethics: Manages sensitive financial and personal information responsibly and upholds organizational values.
• Communication: Demonstrates strong verbal and written communication skills in English and Spanish.
• Attention to Detail: Ensures accuracy in data entry, documentation, and reconciliations.
• Analytical Skills: Identifies discrepancies and supports resolution of issues.
• Technical Skills: Uses Microsoft Office tools, banking software systems, and digital platforms effectively.

Minimum Requirements:

• High School Diploma or Technical College equivalent.
• Three to five (3–5) years of experience in mortgage, personal, or auto loan processing preferred.
• Knowledge of