SWBC

Client Services Representative

• Provides support to the Financial Institutions by working escalated or time sensitive issues in a professional and timely manner
• Assists Financial Institutions with questions regarding reports and Focus Net
• Handles Support Line to provide training in data entry, CoTrak or other Service Center procedures to include assisting with procedures inquiries and problem resolution
• Performs time-sensitive account maintenance before and after account processing cycles
• Resolves inbound and makes outbound service calls regarding routine collateral protection insurance coverage questions, inquiries and/or problems on the status of insurance on loans made by financial institutions by researching, verifying, updating loan insurance information and documenting the affected account’s history file
• Services complex calls, questions or problems from the Customer Service Staff to include refers, when necessary, unique, highly complex calls to appropriate resources to ensure customer satisfaction
• Creates internal management reports; and assists in special projects as needed

Client Service Representative

Customer Support

• Resolves inbound service calls regarding routine questions, inquiries, and/or problems associated with processing of loss drafts made by borrowers, contractors, and insurance companies and third parties in a timely and courteous manner by researching and verifying information and distribution status.
• Tags (record) the call.
• Inputs information regarding conversation accurately into the Loss Draft Tracking system as required to document call activity.
• Sets-up processing tasks such as property inspections, disbursement requests, and other activities pertinent to the loss draft process.
• Applies de-escalation skills when callers are upset and appropriately refers unresolved calls to the appropriate team members to ensure customer satisfaction.
• Performs other duties as required.

Loss Draft Customer Service Representative

Bilingual

• Perform inside sales, placement, and service of SWBC and client’s financial products
• Facilitate inbound/outbound calls regarding availability and suitability of products/services
• Update call results and record all customer contacts
• Produce new business or service existing customers/clients
• Make outbound calls to promote lending and related products
• Follow department scripting and phone etiquette to achieve project goals
• Participate in department meetings or product/technique training as directed by management team

Bilingual Account Services Representative, Spanish/English

• Perform inside sales, placement, and service of financial products
• Facilitate inbound/outbound calls regarding availability and suitability of products/services
• Update call results and record all customer contacts
• Produce new business or services existing customers/clients
• Assist borrowers with consumer lending products and submit loan applications
• Promote lending and related products offered by SWBC’s business partners and client
• Maintain records of all customer contacts and ensure SWBC's services meet market place expectations
• Participate in department meetings or product/technique training as directed by management

Bilingual Account Services Representative – Spanish/English

Technical Product Manager

• Leads high-impact products in the payments space, working closely with executive leadership to drive innovation
• Opportunity to mentor and shape the future of product management within a dynamic and fast-growing company
• Creates features, epics, and technical user stories with complex Product specifications for Dev teams to build a new platform
• Collaborates with leadership on the creation of the product roadmap
• Produces deep technical documentation for a variety of stakeholders
• Delivers Go to Market and Commercialization materials
• Helps create and update playbooks for migration, beta, pilot, sunset, and release
• Translates solutions into designs, user stories, and acceptance criteria
• Manages the Product backlog for Transaction Processing
• Integrates 3rd party services and SaaS vendors to our platform
• Aligns self and others with company’s strategic vision and corporate initiatives
• Leads cross-functional teams in the execution of the product roadmap
• Performs market and competitive research to identify gaps and opportunities
• Engages with users to gain critical insights into their pains and their ideals
• Applies creative thinking to design solutions based on insights and market research
• Manages feature sprint, epic, and product-level iterative life cycles
• Works cross-functionally to address stakeholder needs and concerns
• Articulates feature benefits to customer success and product marketing teams
• Influences, guides, and helps execute version releases and go-to-market plans

Senior Technical Product Manager – Payments

Payroll

• Maintains payroll-related accounts and processes multi-state payroll.
• Responsible for reconciliation and accuracy of payroll system.
• Prepares forms, enters data into payroll system, computes wages and deductions, and posts to payroll records.
• Initiates direct deposits when necessary.
• Interacts with clients as a first escalation contact regarding payroll questions and problem resolution.
• Acts as a first level approver for all payroll transactions.
• Aides team members with labor issues, tax withholding, deductions, documentation, etc.
• Verifies accuracy of information, checking for possible law violations i.e. FLSA, etc.
• Collects and ensures new hire paperwork and appropriate documents are processed accurately in the payroll and timekeeping systems.
• Maintains W-4 and I-9 documents for all client new hires and processes E-Verify.
• Inputs garnishments i.e. child support, tax levies, student loans, creditor garnishments, bankruptcy orders, etc.
• Answers inquiries from state and federal agencies such as the Texas Attorney General and the IRS.
• Inputs new hires and terminations with child support withholding orders into the Texas Office of Attorney General system as well as other reporting agencies.
• Audits payment of bonuses for employees that have child support arrearage.
• Maintains knowledge of government contract requirements i.e. Davis Bacon Act and McNamara-O’Hara Service Contract Act, including certified payroll reporting, wage decisions, fringe benefits, and job classifications and assists clients with compliance.
• Assists clients with set up of Wrap Up Programs including ROCIP, OCIP, and CCIP reporting requirements.
• Maintains client contact information and list of standard client requested reports.
• Performs all other duties as assigned.

Client Service Representative

Loss Draft Customer Service Representative

Bilingual Account Services Representative, Spanish/English

Bilingual Account Services Representative – Spanish/English

Senior Technical Product Manager – Payments

Senior Payroll Specialist