Loan Servicing Specialist

ESSENTIAL FUNCTIONS:
Loan Servicing Specialist I
Customer Service: 50%

• Respond to all customer and Bank inquiries made by phone or email in a timely manner
• Research and respond to customer inquiries and resolve customer disputes regarding billing, service, statement errors, and payment processing.
• Process rejected checks, ACH and loan payments daily as necessary

Billing and Reconciliation : 40%

• Order home equity line checks, encode temporary checks and mail welcome letter to customer.
• Process all payoff funds received.
• Post all loan payments and payoffs accurately.
• Review cashiers check receipts for accuracy and ensure there are no missing items.

Loan Servicing Specialist II
Perform the duties listed above with the addition of the following:
Customer Service: 25%

• Review consumer, commercial and lease loan packages for completion and accuracy, and ensure documents reflect the loan officer’s and/or committee approvals; document that loan packages comply with Bank and regulatory policies.
• Review monthly past due and matured loans reports to determine priority in work flow management.
• Review tickler report of upcoming changes and take appropriate follow-up action including rate changes, term changes, payment schedule changes, special billing notices, etc.
• Complete loan checklist ensuring all documents have been completed, negotiated accurately and are in file. Research, notate and route file on pending items for follow-up.

Billing and Reconciliation: 25%

• Balance the FIS/IBS loan subsystem daily and clear all rejects and posting error
• Balance daily loan General Ledger accounts including but not limited to loan control clearing, ACH clearing and FASB fee reconciliation.
• Review, correct and distribute adjustable interest and payment change notices to the customer.

Data Entry: 50%

• Process 80 loans per month comprised of consumer, commercial and lease loan packages to core processing system including new, renewed and modified loans.
• Update new loan tracking system to reflect new loans received for input and their final disposition.

Loan Servicing Specialist I, II/Loan Servicing Team Lead
Non-Essential Functions: 10%

• Perform special projects and research as assigned.
• Perform other duties as assigned.

Loan Servicing Team Lead
Perform the duties listed above with the addition of the following:
Leadership/Advisory: 50%

• Schedule team coverage and assign team tasks to ensure service level agreements are met.
• Mentor and provide leadership and performance feedback to team members.
• Assist Loan Service Manager in recruiting, interviewing and hiring.
• Recommend wage adjustments, staffing and work assignments.
• Conduct regular team and coaching meetings with team members; Participate in department meetings
• Establish goals and work plans consistent with Bank needs and monitor/measure progress.
• Continually monitor process flow for efficiency and expediency
• Assist with special projects as necessary
• Perform other duties as assigned.

Customer Service: 25%

• Create and remit outgoing wire transfers for new loan disbursements/advances.
• Review and process incoming wire transfers and post the transactions.
• Review and respond to consumer credit disputes via E-Oscar, maintain customer complaint log
• Analyze reports received from special lending program providers and post all payments, advances or maintenance required to the accounts.

SUPERVISORY RESPONISIBILITIES
Loan Servicing Specialist I, II
None

SUPERVISORY RESPONISIBILITIES
Loan Servicing Team Lead
Loan Servicing Specialist I, II

MINIMUM QUALIFICATIONS
Loan Servicing Specialist I, II
Core Job Specific Competencies:

• Accuracy/Quality: Achieves high standards of work processes and outcomes; completes tasks with a concern for all the details involved; monitors and checks work for precision, clarity, and completeness; produces quality results.
• Attention to Detail: Accomplishes tasks through concern for all areas involved; shows concern for all aspects of the job; accurately checks for processes and tasks and follows up in a timely manner with appropriate persons.
• Continuous Learning: Takes responsibility for own learning and development by acquiring and refining of technical and professional skills needed in job related areas; proactively seeks performance feedback and identifies approaches to improve own performance.
• Customer Service: Provides internal and external customers with the products and services that match their needs in a timely, efficient manner; follows up on customer complaints, questions, and requests.
• Dependability: Makes self available for work on a consistent and timely basis with infrequent unplanned absences; completes work in a timely manner; meets commitments with minimal oversight.
• Prioritization/Time Management: Assesses multiple tasks or issues which are competing for a limited amount of time or resources and determines the order in which each will be addressed; sets priorities, goals, and timetables to achieve maximum productivity; tracks both completed and incomplete activities.
• Product Knowledge: Demonstrates a working knowledge of the features and benefits of the products and services offered, and understands how those features benefit customers.
• Teamwork: Works cooperatively with others as part of a formal or informal team to accomplish Bank goals; respects the needs and contributions of others; contributes to and accepts consensus; subordinates own objectives to the Bank or Team.

Loan Servicing Team Lead

• Product Knowledge: Demonstrates proficient knowledge of features and benefits of loan products and services offered, and understands how those features benefit customers.
• Problem Solving: Develops actionable recommendations based on an understanding of trade-offs; commits to action after identifying alternative methods that are based on logical assumptions and information; takes into consideration resources, constraints, organizational values, and changing environments.
• Verbal Communication: Expresses ideas effectively in individual and group situations adjusting style and methods to meet the specific needs of the audience; attentively listens to others to gather data and paraphrase meaning to verify understanding.

Knowledge, Skills and Abilities:
Loan Servicing Specialist

• Basic knowledge of commercial, real estate and consumer loan documentation, methods and procedures.
• Basic knowledge of loan documentation regulatory and compliance codes and statutes.
• Knowledge of modern office administration methods and procedures.
• Skills operating a personal computer including word processing, spreadsheet and presentation software.
• Basic mathematical calculation skills.

Loan Servicing Team Lead

• Thorough knowledge of commercial, real estate and consumer loan documentation, methods and procedures.
• Thorough knowledge of loan documentation regulatory and compliance codes and statutes.
• Knowledge of processes relating to the perfection of collateral.
• Knowledge of modern office administration methods and procedures.
• Skills operating a personal computer including word processing, spreadsheet and presentation software.
• Basic mathematical calculation skills.

Loan Servicing Specialist I, II/Loan Servicing Team Lead
Physical Requirements:

• Ability to stand, bend, stoop, sit, walk, twist and turn.
• Ability to lift up to 25 pounds occasionally.
• Ability to use a computer keyboard and calculator.
• Work environment is indoors, majority of the time is spent sitting at a desk.

Education and Experience:
Loan Servicing Specialist I
A combination of education and experience equivalent to a high school diploma; and knowledge typically gained through a minimum of two years loan servicing, loan documentation or banking industry experience.
Loan Servicing Specialist II
A combination of education and experience equivalent to a high school diploma; and knowledge typically gained through a minimum of four years loan servicing, loan documentation or banking industry experience.

• Loan Servicing Team Lead*

A combination of education and experience equivalent to a high school diploma; and knowledge typically gained through a minimum of five years loan servicing, loan documentation or banking industry experience.

Job Type: Full-time