FHNF CLIENT SPECIALIST

Required Qualifications: Excellent communication skills, including composition of letters, memos, or correspondence, strong analytical skills, self-starter, excellent customer service/problem solving skills, must prioritize tasks, experience with loan reconciliations, exceptional knowledge of Microsoft Professional Suite (Word, Excel, One Note and Outlook), and training capabilities. Capable of resolving escalated issues arising from safekeeping operations and requiring coordination with other departments to bring all issues to a final resolution.

Educational Level: Degreed with four (4) years college education (business or finance), with five (5) years of banking, financial, or securities industry supervisory experience.

Responsibilities include:

• Work with manager and team with coordination of all safekeeping/enhanced operations activities.
• Provide enhanced operations servicing to our FHN clients that safe-keep SBA GICs, SBA COOFs, and USDA guaranteed loans.
• Issue, track, and maintain safekeeping receipt registry.
• Provide clients with Debit/Credit Advice in advance of payments of P&I, payoffs, redemptions, etc. Advice will identify the specific loan/security, amount, date of payment or disposition. Payments/Credits will be affected via fed wire or ACH Credit.
• Collection and disbursement of principal and interest payments in a timely manner as identified in the terms and conditions of the FHN Financial Safekeeping Agreement.
• This position requires a degree of due diligence to ensure payments are accurate and borrowers are in good standing (current status). Loans payments remitted in error must be reconciled with lenders to bring balances and paid-to-dates in synch between lenders and investors.
• Provide specific reports / statements to our FHN clients on a monthly basis that will reflect all payment activity on all assets whereby payments are received by FHN Financial. Statements will reflect all holdings, activities, and balances.
• Provide servicing for products sold to FHN Holder/Investors such as USDA Loans, SBA Loans, and COOF's.
• In the event of borrower payment delinquencies, this team will determine reason(s) for the delinquency and learn of plan to remedy such delinquency. All research must be properly documented on the respective FHN internal platform to properly our records/files.
• Work in tandem with the SBA's Fiscal and Transfer Agent (currently Guide house, LLP) and individual lenders to determine loan status.
• Work on additional projects and assignments on an ongoing basis.

Customer Service responsibilities and problem-solving skills of the position:

The number one goal is to continuously utilize knowledge from the customer experience to improve efficiency and effectiveness.

Problem solving skills required to resolve the following issues:

• Borrower deferment of payments.
• Borrower modifications to terms of promissory note (i.e., rate changes, maturity changes, payment amortization changes, etc.).
• Borrower default and the formal demand process.
• Borrower prepayments and any calculations of penalties that will be assessed and passed through to the respective holders/investors.
• Procedures to document any approved changes to the borrowers' terms (sample forms will be created and presented for lender review).

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information. 41 CFR 60-1.35(c)