Primis Bank

Title: Primary Care Associate I Location: United States Job Description: Position Summary: The Primary Care Associate I provides exceptional service and support to our banking customers. Primary point of contact for customers and ensure customer satisfaction. Responsible for maintaining accurate records of interactions and cross collaboration across the organization. Essential Functions - Manage and resolve customer inquiries and issues using the customer relationship management (CRM) system - Maintain accurate records of customer interactions and transactions - Handle inbound and outbound phone calls with professionalism and efficiency - Regular, reliable, and predictable attendance Marginal Functions - Provide outstanding customer service and ensure customer satisfaction - Provide general support to customers during online account opening - Collaborate with team members and internal stakeholders to improve customer service processes and outcomes - Troubleshoot and resolve issues related to online banking services - Provide general support to PCB's in customer relationship management - Stay current on product knowledge and company policies to provide accurate information to customers - Establish, maintain and enhance a relationship for business development opportunities if needed - Maintain compliance with and adhere to all state and federal regulations and Bank policies and procedures, including, but not limited to Bank Secrecy Act, SAR, CTR, FACT ACT, Community Reinvestment Act, EEO, and fair employment practices - All other duties as assigned Minimum Educational & Experience Requirements - Bachelor's degree (preferred but not required) - Previous banking experience preferred, including proven ability in sales and lending and consumer onboarding Minimum Skill Requirements - Communicate effectively via email with internal and external stakeholders - Strong problem-solving abilities and attention to detail - Proficiency in using CRM software and other relevant tools - Ability to handle multiple tasks and prioritize effectively - A positive attitude and a passion for helping customers Physical Demands In terms of an 8-hour workday, "occasional" equals 1% to 33%, "frequent" equals 34% to 66% and "continuous" equals 67% to 100%. However, some duties are performed monthly, annually or sporadically throughout the year and are essential functions. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions of the position, if the accommodation does not impose an undue hardship that would require significant difficulty or expense. - Continuous stationary position, particularly, but not limited to, at a desktop computer - Continuous repetitive use of hands/arms; particularly concerning to typing, writing, phone & computer use - Continuous communication: verbal and written, in-person, phone and electronic Work Environment - Remote with some travel to other locations

Position Summary: The Default Servicing Specialist is responsible for managing a portfolio(s) of delinquent consumer loans with a primary focus on loss mitigation. The specialist provides empathetic, informed guidance to borrowers, ensures full compliance with federal/state regulations and investor requirements, and collaborates with cross‑functional Primis teams through virtual channels. Essential Functions Delinquency & Default Management - Proactively monitor a portfolio of past‑due accounts using Primis servicing technology and digital workflow tools. - Conduct borrower outreach via phone, email, and secure digital communication channels where applicable. - Review account data, collateral information, and borrower circumstances to determine resolution paths. - Generate required default letters and disclosures through approved servicing channels. - Maintain thorough digital documentation aligned with Primis standards and regulatory expectations. Loss Mitigation Responsibilities - Educate borrowers on available loss mitigation options and guide them through remediation process. - Collect, review, and analyze financial documents submitted to determine appropriate remediation path. - Submit and track loss mitigation documentation in accordance with loss mitigation and default servicing procedures. - Communicate decisions clearly both internally and externally utilizing required compliance scripts and timelines. Regulatory & Compliance - Adhere to all federal, state, investor, and CFPB servicing guidelines. - Protect customer information with strict encryption practices appropriate for remote work. - Participate in virtual audits, QC reviews, and compliance training sessions when applicable. - Ensure all digital communications meet documentation and regulatory standards. - Regular, reliable, and predictable attendance. Marginal Functions Customer Experience - Provide compassionate and clear support to borrowers facing financial challenges. - Use remote tools effectively to create a smooth, efficient borrower experience. - Demonstrate Primis’s commitment to making banking simpler—even in difficult circumstances. Reporting & Remote Workflow Management - Maintain accurate tracking of delinquency stages, loss mitigation pipelines, and borrower status using remote dashboards and reporting tools. - Share trends, risks, and insights with management through virtual meetings and reports. - Participate actively in remote team check‑ins, standups, and performance discussions. Other Functions - Maintain compliance with and adhere to all state and federal regulations and Bank policies and procedures, including, but not limited to Bank Secrecy Act, SAR, CTR, FACT ACT, Community Reinvestment Act, EEO, and fair employment practices. - All other duties as assigned. Minimum Educational & Experience Requirements - 1 year experience in loan servicing, collections, default management, or loss mitigation. - Strong understanding of consumer and/or mortgage products and relevant regulations. - Ability to accurately analyze financial documents and borrower hardship information. Minimum Skill Requirements - Excellent remote communication skills—phone, email, and digital platforms. - Detail‑oriented with strong organizational abilities in a remote work environment. - Proficiency with loan servicing systems and Microsoft Office - Self‑Management & Accountability - Digital Communication - Cybersecurity Awareness - Adaptability - Team Collaboration Physical Demands In terms of an 8-hour workday, “occasional” equals 1% to 33%, “frequent” equals 34% to 66% and “continuous” equals 67% to 100%. However, some duties are performed monthly, annually or sporadically throughout the year and are essential functions. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions of the position, if the accommodation does not impose an undue hardship that would require significant difficulty or expense. - Continuous stationary position, particularly, but not limited to, at a desktop computer - Continuous repetitive use of hands/arms; particularly concerning to typing, writing, phone & computer use - Continuous communication: verbal and written, in-person, phone and electronic Work Environment - Remote