Jill Karwowski

•Adhere to internal policies and procedures while staying within regulatory guidelines.

•Process loan payments, loan advances, portfolio changes, payment delinquencies, maturities, and any portfolio exceptions.

•Maintain knowledge of loan systems, procedures, policies, and system applications.

•Work diligently and effectively to resolve both internal and external customer issues. Research and troubleshooting is heavily relied upon with internal loan portfolio issues that involve the way a loan is structured, billing, rates and any other post booking issues that could arise.

• Act as the main point of contact for all internal and external customers for all loan servicing requests.

•Project management is necessary when new projects are rolled out. You must maintain your daily workload along with manage the special projects and the deadlines.

•Assisting other CPA's/RM's/PM's/Closers on your team when the workload allows.

•Monitor the group inbox where advances, pay downs and customer inquiries are filtered through for the Specialty Team.

•Monitor hazard insurance, KYC remediations, collateral release and retention.

•Distribute delinquency report to Relationship Managers, Portfolio Managers and customers. Work to get payments collected and resolved.

• Deliver exceptional customer service to every customer by leveraging extensive knowledge of products and services and always leaving them with a positive experience.
• Offer advice and assistance to customers, paying attention to special needs or wants.
• Train new personnel regarding company operations, policies and services.
• Exhibit high energy and professionalism when dealing with clients and staff.
• Process advances, pay downs and wires for all clients while adhering to process and procedures guidelines.
• Provide online support and troubleshooting
• Do pre-closing due diligence to mitigate unnecessary exposure to risk.
• Work projects that come down the pipeline.
• Deliver weekly reports, analyze reports and minimize risk by checking reports frequently.
• Create web meetings and book conference rooms for in person meetings.
• Maintain a high level of confidentiality and adhere to Bank Regulations.
• Do quality control through noticing small details , problem-solving and maximizing efficiency.
• Perform data entry into bank systems ensuring data integrity and accuracy.
• Field customer phone calls and e-mail inquiries daily.
• Acted as critical support during the merger from People's United Bank to M&T Bank.

• Provided technical support during onboarding and throughout various stages of pipeline.
• Evaluated loan requests and documents to verify accuracy and completeness.
• Processed loan applications and monitored progress from start to finish.
• Maintained compliance with laws and regulations governing commercial loans.
• Built trust and promoted customer loyalty throughout the entire loan boarding process.
• Maintained customer relationships by being a champion of the systems, processes and procedures.
• Obtained and reviewed corporate reports.
• Balanced internal GL accounts.
• Helped organize and facilitate on site meetings, loan closings and corporate gatherings/functions.
• Deescalated customers and staff through high intense loan closings.

• Delegated tasks to administrative support staff to organize and improve office efficiency.
• Resolved issues through active listening and open-ended questioning.
• Answered 80-100+ incoming calls daily.
• Fielded escalated calls and worked with support staff and other departments to resolve customer issues in a timely manner.
• Provided feedback on employee work performance.
• Organized events that made a positive impact on support staff.
• Maintained a positive attitude for a high stress environment.
• Monitored agent performance and provided learning or coaching opportunities.
• Monitored and responded to Customer Service Inbox inquiries.