Loan Servicing Operations Representative

Salary Grade : 12

SUMMARY:

Performs a wide variety of service and operational duties in support of residential, commercial and consumer loan operations. Performs a variety of investor reporting and accounting duties in support of the residential lending secondary market function in conformance with established Investor and Bank policies and procedures. Resolves issues and provides internal and external customer support. Provides outstanding customer service efficiently, effectively and in conformance with Investor, State and Federal regulatory guidelines.  

ESSENTIAL JOB FUNCTIONS & RESPONSIBILITIES:

Operational Responsibilities

1. Performs multiple loan operations activities including preparing and booking new loans, mortgages, and consumer loans, processing mortgage payments and payoffs, ACH and exception payment handling, escrowing real estate tax, insurance monitoring,  loan maintenance, rate reviews, service audits, prepares credit references, prepares and issues mortgage discharges, researches real estate documentation for partial releases and prepares construction advances. 
2. Reviews and audits new loan set up data to ensure the accuracy of each loan entered on the loan system.
3. Responsible for daily, monthly and bi-monthly investor reporting and remitting consisting of very large dollar amounts.
4. Responsible for timely reconciliations and balancing of departmental G/L and DDA accounts.
5. Daily loan control balancing, Master Card and Visa machine balancing, unapplied payments, exception processing and rejected payments.
6. Monitors and responsible for accurate, complete loan retention following bank and investor guidelines.
7. Reviews complex commercial loan notes, participation agreements, SBA documentation, modifications and legal paperwork in preparation for accurate loan setup.
8. Monitors and follows up on escrow accounts to ensure timely payment to all cities and towns, and all hazard, flood and private mortgage insurance. Resolves tax disputes with towns, customers, etc. Contacts delinquent property tax customers. 
9. Coordinates any tax issues with Collections and OREO manager. Maintains associated record keeping and periodically prepares escrow analysis.
10. Responsible for monitoring and accuracy of customer annual rate adjustment notifications.
11. Prepares complex loan modification documents and performs maintenance of recast payments. 
12. Weekly preparation of bank control rate index data which sets interest rates on all bank loans.
13. Trains new team members on multiple technology systems including loan system, tax processing, payment processing, and lender placed insurance.
14. Monthly investor default reporting of complex data.
15. Responsible for making all system changes to the terms of existing commercial loans and mortgages. 
16. Interacts with Commercial Lenders and Commercial Loan Assistants to analyze and prepare information.
17. In the performance of respective tasks and duties, the employee is expected to maintain knowledge of and ensure compliance with Bank Secrecy Act regulations and all other regulatory, security and bank policies.
18. Attend all required training sessions and complete all required on-line training courses.
19. Participates as loan operations expert on various committees. 
20. Perform additional duties as required.

Customer Service

1. Delivers superior level of internal and external customer service by responding to customer inquiries, resolving complex problems and researching loan issues in a timely manner.  Escalates more complex problems to Loan Operations Coordinator or Manager.
2. Provides frequent and daily customer service support to the branch network, local municipalities, insurance, flood and property tax vendors. 
3. Performs electronic storage functions of active and paid loan documentation.

Compliance

1. Ensure departmental compliance with all State, Federal and investor requirements. 
2. Coordinates loan documentation for internal and external audits, examinations and semi-annual commercial risk reviews.
3. Is fluently knowledgeable of all loan products, programs and investor requirements.
4. Implements all Audit and Compliance changes as required by new or amended regulations.
5. Work closely with compliance teams.
6. Update department procedures and disaster recovery plan as required.

QUALIFICATIONS:

EDUCATION & CERTIFICATIONS: 

• Associates degree or equivalent experience.

KNOWLEDGE, SKILLS & ABILITIES:

• Minimum one year banking or financial services experience preferably in a loan servicing/support environment.
• Demonstrated ability to handle confidential information.
• Ability to produce large volumes of accurate work within defined time guidelines.
• Knowledge of accounting fundamentals.
• Strong understanding of loan systems.
• Ability to exercise independent judgment.
• Ability to handle multiple tasks while paying attention to financial and administrative details.
• Computer skills to include Word, Excel, and Adobe.
• Strong interpersonal and communication skills.  Requires the ability to handle frequent communication with internal and external customers. 

COMPETENCIES:

• Must have cyber security awareness to protect the digital environment, the Bank, and customers.

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