Thomas Murphy Email & Phone Number

Spokane, Washington, United States

Spokane, Wa

Responsible for retail loan servicing within an environment of high work volumes and established deadlines. Works on assignments that are moderately complex in nature where independent action and a high degree of initiative are required in resolving problems and developing recommendations. Independently handles servicing and production tasks requiring knowledge of retail lending documents, policies and procedures. Frequently acts independently to determine methods and procedures on new assignments.Perform loan servicing activities such as general loan maintenance, processing loan payments, data entry, loan document creation, lien perfection, escrow/tax support, flood review or general ledger reconciliation. Responsible for understanding moderate to complex retail loan products and documentation, regulation, policy and procedure changes and apply changes to work process. Captures metrics to assist Leadership in coordinating and adjusting workflow. Responsible for participating in continuous improvement efforts to assist in the implementation of workflow improvements. Perform work accurately and within assigned deadlines. Responsible for providing outstanding customer service; respond to requests and make recommendations to internal and external customers. Demonstrate compliance with all bank regulations that apply to your position and keep up to date on regulation changes. Maintain working knowledge of our policies and procedures regarding the Bank Secrecy Act, Regulation CC, Regulation E, Bank Security, and other regulations that apply to your position. May be asked to coach, mentor, or train others and teach coursework as subject matter expert.

Spokane, Washington

-Resolving customer service issues. -Complying with all policies, procedures and regulatory banking requirements. -Providing other convenience services. -Opening new accounts and assisting with Teller transactions as needed. -Adapting, as needed, to meet the ever-changing needs of our customers and the communities where we do business.-Making their lives easier by sharing and setting up self-service options to access their accounts 24 hours a day/7 days a week. -Partnering with your branch team and Specialists to connect them to experts who can help with specialized financial needs.

Spokane, Washington Area

- Responsible for delivering an outstanding client experience to both new and existing clients.The Client Services Representative serves as the first point of contact for our clients.- Establish and maintain strong client relationships.- Determine proper escalation path for all client matters and issues to ensure an outstanding client experience.- Participate in client visits in an effort to build stronger client relationships through face to face interaction.- Assist in client training during the on-boarding phase and will continue to support the client facing tools throughout the relationship.- Facilitate the flow of information to delivery teams, communicates changes to client information, expectations, and contract scope deliverables.- Track and monitor scope deliverables, key performance indicators and development/validation of periodic business review documents and service fee billings.

Spokane, Washington Area

• Responsible for first level triage for all issues/questions submitted by both external clients and internal users as related to the usage of the company reporting platform.• Handle custom configuration and report mapping.• Provide guidance and assistance to clients to access each report within the platform.• Develops and maintains effective relationship with clients and works to ensure client has a meaningful and positive experience when working with company reporting platform.• Understand how client’s data can be utilized for tracking, measurement, and reporting.• Has solid knowledge of Salesforce.com in order to manage tickets through the case management system for issue tracking, issue categorization, and insight into issue types, volumes, and resolution timeframes.• Works with reporting platform trainer to assist with client training sessions.• Participates in specialized client training where applicable.• Troubleshoot incoming service requests, assessing each issue and determining appropriate ownership for resolution.• Performs reporting customization for the client and track hours consumed by the client.• Drives interpretation and analysis of common themes/issues regarding reporting platform – daily, weekly, and monthly analysis, and works with team to communicate with all stakeholders.• Analyzes feedback from multiple sources in order to identify necessary, recommended, improvement activities.

Spokane, Washington Area

- Responsible for delivering an outstanding client experience to both new and existing clients. The Client Services Representative serves as the first point of contact for our clients.- Establish and maintain strong client relationships.- Determine proper escalation path for all client matters and issues to ensure an outstanding client experience.- Participate in client visits in an effort to build stronger client relationships through face to face interaction.- Assist in client training during the on-boarding phase and will continue to support the client facing tools throughout the relationship.- Facilitate the flow of information to delivery teams, communicates changes to client information, expectations, and contract scope deliverables.- Track and monitor scope deliverables, key performance indicators and development/validation of periodic business review documents and service fee billings.

Spokane, Washington Area

- Act as a technical resource to team members, model a strong client focus, coach for improved performance, and communicate team results and priorities and a daily and yearly basis.- Monitor daily queues and allocate resources to ensure that work is completed in a timely fashion and according to contract deliverables.- Coordinate the resolution of complex client issues; ensure appropriate business partners are involved. Ensure highest possible level of service to clients and personally work with clients who require special assistance.- Ensure a high level of employee productivity, teamwork, morale, operational efficiency and effectiveness by providing opportunities for continued growth of all employees through employee skills training.- Act as a liaison to the client, sales representatives, and team members to ensure that client requirements, changes in client expectations, feedback and deliverables are communicated to team members and the company in a clear and timely manner.- Communicate daily goals and monitor individual work performance toward those goals. Monitor measurements and provide feedback on results to employees.- Assist in selection process and training of new hires and employees transitioning into new positions.- Coordinate and negotiate with utility personnel as needed to resolve metering, billing and rate schedule issues.

Spokane, Washington Area

- Firm understanding of client industry, weather related usage patters, and market related changes to analyze daily utility invoices.- Identification and resolution of unusual cost and consumption patters, discrepancies, and savings opportunities for clients.- Coordinate and negotiate with utility personnel as needed to resolve metering, billing, and rate schedule issues.- Develop and maintain close working relationships with appropriate utility client service representatives and national account managers.

Spokane