Retail Loan Servicing/Collection Specialist

Description

The Loan Servicer performs a variety of duties pertaining to residential mortgage and consumer lending as well as supporting loan collection related efforts.

Essential Functions:

• Provides professional, courteous, and efficient service to all internal and external customers, reflecting the Bank’s commitment to high standards of integrity and service excellence.
• Embrace the Bank’s core values: Caring & Compassion, Excellence, Relationships, Trust, and Enrichment. Be a source of possibilities.
• Assists/backs up the escrow process in all of escrow related needs.
• Assists/ backs up for the construction loan process.
• Assists/back up for insurance related tasks such as Homeowner Insurance Cancellations, Renewals, filing and monitoring. 
• Assists/ backs up for collection related items such as NSF’s and Deferment Processing, etc. 
• Responsible for receiving loan servicing hunt group calls.
• Responsible for daily incoming work such as processing payments, wires, payoff requests, credit verifications, processing of weekly rates, ARM, Line of Credit, processing of Allonges, etc.
• Assists customers and staff with loan-related inquiries and other details.
• Reviews daily reports and follows up accordingly.
• Processes loan payoffs including preparing mortgage discharges and filing of loans documents and mailing originals back to customers. 
• Reviews credit bureau disputes, initiates corrections and provides support for credit reporting needs.
• Verifies and consolidates paid off loan files.
• Provides back up in other servicing/collections areas as needed.
• Perform miscellaneous duties or special assignments as required, always aligning with the Bank’s values of integrity, service, and collaboration.

Other Duties and Responsibilities:

• Participates in system release/upgrade testing. 
• Attends all required meetings and training, maintaining a commitment to personal and professional growth in alignment with the Bank’s values.
• Complies with federal and state banking regulations, as well as with all bank and department policies and procedures.
• Interacts harmoniously, professionally, cordially and effectively with others, focusing upon the attainment of bank goals and objectives through a commitment to teamwork.
• Serve on various committees as assigned, actively contributing to the improvement of branch operations and customer satisfaction.

Working Conditions:

• Physical surroundings are generally pleasant and comfortable with protection from weather conditions, though temperature changes may occur.
• Ability to sit or stand with freedom of movement, regularly alternating between both positions.
• Ability to stand for extended periods of time when necessary, contributing to a dynamic and active work environment.
• Occasionally lifting one to ten pounds; infrequently lifting up to 50 pounds.

Requirements

• High School graduate or equivalent.
• One-year experience in customer service and familiarity of processing loan payments preferred.
• Accurate and detail oriented with strong time management skills.
• Strong oral and written communication skills with the ability to deal courteously and effectively with all levels of bank personnel.
• Strong attention to detail, ensuring that all tasks are completed to the highest standards of accuracy and compliance.
• Working knowledge of Jack Henry SilverLake, Encompass and Synergy preferred.
• PC skills including intermediate WORD and EXCEL (Microsoft Office products).
• Strong organizational skills.
• Proven ability to deliver quality work during times of increased volume, demonstrating resilience and a strong work ethic.
• Solid problem-solving skills.
• Commitment to ongoing learning.
• Ability to work harmoniously, professionally, cordially and effectively with others,
• focusing upon the attainment of Bank goals and objectives through a commitment to Teamwork.
• Ability to, with or without accommodations, read/see documents and computer screens, communicate in person via telephone or Zoom calls, and use a computer and other office equipment.
• Ability to prioritize and multi-task.
• Dependable and punctual, adhering to attendance standards and demonstrating accountability in all actions.
• Eagerly accepts new challenges. Understands that each day may be different and adapts to change accordingly.
• Ability to travel to all Bank locations, ensuring a flexible and adaptable approach to meeting organizational needs.