Consumer Loan Servicing Specialist

SUMMARY

The position of Consumer Loan Servicing Specialist is responsible for performing routine clerical duties related to all loan products, with a primary focus on consumer loan (non-real estate and real estate secured) products; performs annual escrow analysis, pays out escrow distributions, tracks/maintains insurance for each secured loan file; processes consumer, commercial and real estate loan payments; performs advances on lines of credit; works daily insurance and other various monthly reports; promotes business for the Bank by maintaining good customer relations and referring customers to appropriate staff for new services.

ESSENTIAL DUTIES

1. Tracks and maintains insurance (homeowner’s and flood) on all secured loan products. Corresponds with insurance companies and/or customers when insurance has lapsed.
2. Performs annual escrow analysis, pays monthly escrow distributions for homeowner’s insurance, flood insurance, property taxes, and PMI.
3. Performs final review of booked/funded consumer loans (non-real estate and real estate).
4. Handles payoff requests and processes payoffs received through mail or wire.
5. Conducts account research to update customer’s complete banking relationship.
6. Processes consumer, commercial and real estate loan payments and advances.
7. Prepares daily notices and statements for mailing.
8. Reviews and processes change of address forms and return mail.
9. Maintains scanning, imaging, and filing from the centralized department scan tray as well as scanning and imaging any pertinent information to customer accounts (insurance, escrow distributions, letters, payoff requests, payoffs, late fee waivers, file maintenance, etc.)
10. Answers the telephone; responds to routine loan officer or customer inquiries related to account balances, loan balances and payoff requests.
11. Processes paid consumer loans and terminates collateral when applicable.
12. Corrects loan accounting system errors as necessary.
13. May process various loan reports and callbacks.
14. Provides effective customer service and assists in resolving problems within given authority.
15. May be required to perform official notary services.
16. Types routine letters, reports, and forms.
17. Maintains files, copies, and faxes documents. Orders and distributes supplies.
18. Treats people with respect; keeps commitments; Inspires the trust of others; works ethically and with integrity; upholds organizational values; accepts responsibility for own actions.
19. Demonstrates knowledge of and adherence to Equal Employment Opportunity (EEO) policy; shows respect and sensitivity for cultural differences; educates others on the value of diversity; promotes working environment free of harassment of any type; builds a diverse workforce and supports affirmative action.
20. Assures compliance with all Bank policies and procedures and all applicable state and federal banking laws, rules and regulations.
21. Completes administrative tasks correctly and on time; supports the Bank’s goals and values; benefits the Bank through outside activities.
22. Performs the position safely, without endangering the health or safety to themselves or others and will be expected to report potentially unsafe conditions.  The employee shall comply with occupational safety and health standards and all rules, regulations and orders issued pursuant to the OSHA Act of 1970, which are applicable to one’s own actions and conduct.

MINIMUM REQUIREMENTS

These specifications are general guidelines based on the minimum experience normally considered essential to the satisfactory performance of this position. The requirements listed below are representative of the knowledge, skill and/or ability required to perform the position in a satisfactory manner. Individual abilities may result in some deviation from these guidelines.

• High school diploma or certificate from college or technical school; or related experience and/or training; or the equivalent combination of education and experience.  Work related experience should consist of a credit or loan processing background.  Educational experience, through in-house training sessions, formal school or financial industry related curriculum, should be business or financial industry related.
• Basic experience, knowledge and training in lending activities, terminology and products and services.
• Basic knowledge of related state and federal banking compliance regulations, and other Bank lending policies.
• Basic skills in computer terminal and personal computer operation; host computer system; word processing, spreadsheet and specialty software programs.
• Basic typing skills to meet production needs of the position.
• Basic math skills; calculate interest, commissions, proportions, and percentages; balance accounts; add, subtract, multiply and divide in all units of measure, using whole numbers, common fractions and decimals; locate routine mathematical errors; compute rate, ratio and percent.
• Effective verbal, written and interpersonal communication skills with the ability to apply common sense to carry out instructions, interpret documents, understand procedures, write reports and correspondence, and speak clearly to customers and employees.
• Ability to deal with routine problems involving multiple facets and variables in standardized situations.
• Good organizational and time management skills.
• Ability to work with general supervision while performing duties.
• Current driver’s license and a vehicle with appropriate insurance coverage if required to drive in the course of performing assigned duties and responsibilities.

Please note that this job description is not inclusive of all activities, duties or responsibilities that are required of this position. Duties, responsibilities and activities are subject to change at any time with or without notice.