Consumer Loan Servicer

CLASSIFICATION: Non-Exempt

REPORTS TO: Mortgage & Consumer Loan Servicing Manager

DATE: October 8, 2026

JOB DESCRIPTION

Summary/Objective

The Consumer Loan Servicer supports mortgage, home equity line of credit (HELOC), and consumer non-real estate secured loan servicing throughout the life of the loan. This position serves as a primary point of contact for borrowers regarding servicing-related questions and requests while ensuring loans are handled accurately, timely, and in accordance with bank policies, procedures, and applicable requirements. Responsibilities include customer support, account research, loan maintenance, payment and payoff assistance, exception resolution, document tracking, and general servicing administration. The position works closely with Lending, Collections, Compliance, Loan Operations, and other internal partners to resolve issues and provide a responsive borrower experience.

Essential Functions

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Respond to borrower questions regarding mortgage, HELOC, and consumer non-real estate secured loans through telephone, email, written correspondence, and other approved communication channels.
• Research and resolve servicing questions related to payments, balances, transaction histories, escrow accounts, insurance, loan terms, payoffs, and account maintenance.
• Process loan maintenance accurately and timely, including borrower information changes, payment-related adjustments, rate or payment changes, and other approved servicing updates.
• Assist borrowers with payment processing questions, payoff requests, loan documentation, and general servicing needs.
• Support payment research, payoff processing, loan balancing, document tracking, and other servicing administration activities.
• Assist with escrow-related servicing activities, including tax and insurance inquiries, research, and supporting documentation.
• Review, track, and resolve assigned servicing exceptions, documentation deficiencies, and system discrepancies.
• Maintain accurate and complete servicing records, borrower information, account notes, and supporting documentation.
• Follow applicable federal and state requirements, bank policies, approved procedures, and established internal controls.
• Identify and promptly escalate borrower complaints, potential errors, regulatory concerns, operational issues, or matters outside delegated authority.
• Support quality control reviews, audits, examinations, and compliance reviews by maintaining complete records and providing requested information.
• Partner with Lending, Collections, Compliance, Technology, Finance, and other departments to resolve servicing issues and improve handoffs.
• Assist with system testing, procedural updates, process improvements, and servicing-related initiatives as assigned.
• Meet established service levels, production standards, quality expectations, and customer service objectives.

Other Duties

• Perform other duties and responsibilities as assigned, consistent with the position's purpose and level.

Skills/Abilities

• Knowledge of mortgage, HELOC, and consumer loan servicing processes and terminology.
• Knowledge of customer service principles and borrower support practices.
• General understanding of financial institution operations and requirements affecting consumer and mortgage loan servicing.
• Ability to research, analyze, and resolve servicing questions accurately and efficiently.
• Strong attention to detail and commitment to accurate recordkeeping.
• Ability to manage multiple priorities while meeting deadlines and service expectations.
• Clear written and verbal communication skills, including the ability to explain servicing information to borrowers and internal partners.
• Ability to exercise sound judgment, protect confidential information, and escalate concerns appropriately.
• Strong organizational, problem-solving, and customer service skills.
• Proficiency with loan servicing systems, document management tools, and Microsoft Office applications.
• Ability to work effectively in a team-oriented and regulated environment.

Supervisory Responsibility

This position does not have supervisory responsibilities.

Work Environment

This position operates in an on-site office setting and routinely uses standard office equipment, including computers, telephones, printers, scanners, and filing systems. Job duties are performed through computer-based work, telephone and electronic communication, and in-person or virtual meetings. The opportunity to telework is not available.

Physical Demands

This position requires the ability to perform prolonged computer-based work; communicate effectively in person, by telephone, and electronically; use standard office equipment; and occasionally bend, stoop, stand, reach, lift files, and open filing cabinets. Reasonable accommodations may be made for qualified individuals with disabilities.

Travel

Limited local travel may be required.

Education and Experience

• High school diploma or equivalent required.
• Two or more years of experience in loan servicing, loan operations, retail banking, lending support, customer service, or a related financial services role preferred.
• Experience supporting mortgage, home equity, or consumer loan products preferred.
• Experience handling customer inquiries, account research, issue resolution, payment processing, or loan maintenance preferred.
• Familiarity with loan servicing systems and document management platforms preferred.
• Knowledge of consumer lending regulations and servicing requirements preferred.
• No certification or license is required.

Equal Employment Opportunity/M/F/disability/protected veteran status.

For Applicants located in Preston, Maryland (MD): The anticipated salary range for this position is $20.00 - $26.00 per hour.

For Applicants from all other locations: The salary will be based on experience, qualifications, and geographic location.

The ranges listed for Maryland represent the good-faith compensation the Company reasonably expects to pay for the position at the time of posting. Actual compensation will be determined based on factors including, but not limited to, the candidate's skills, qualifications, experience, education, certifications, internal equity, and business needs. This position may also be eligible for additional compensation, such as bonuses or incentive pay, where applicable.

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.