Loan Servicing Specialist

The Loan Servicing Specialist is responsible for providing professional, efficient, and accurate service to both internal and external customers in accordance with established Bank policies, procedures, and regulatory requirements. This position performs a variety of loan servicing functions, including responding to telephone and email inquiries, processing customer and internal requests, completing general ledger reconciliations, reviewing daily reports, processing loan advances, and handling loan payments and payoff requests. The role requires strong attention to detail, effective communication skills, and the ability to support accurate and timely loan servicing operations.

Essential Functions:

• Provide professional, accurate, and timely service to internal and external customers by responding to inquiries received by phone, email, or other approved communication channels.

• Answer incoming calls, assist customers when appropriate, and route calls to the appropriate department or team member as needed.

• Accurately process loan payments, payoff requests, account maintenance, fund transfers, stop payments, corrections, address changes, and other loan servicing transactions in accordance with Bank policies and procedures while ensuring proper authorization and documentation.

• Respond to and resolve general loan servicing inquiries, including questions related to loan accounts, payments, payoffs, billing, statements, service issues, and payment processing in a professional and solution-oriented manner.

• Research and resolve customer questions, disputes, and complaints in a professional and solution-oriented manner, ensuring timely follow-up and communication.

• Proactively identify servicing issues, resolve discrepancies, and escalate matters when appropriate to ensure timely and accurate resolution.

• Maintain confidentiality of customer information and comply with all applicable Bank policies, procedures, and regulatory requirements.

• Process and respond to verification of mortgage requests accurately and timely.

• Research, respond to, and resolve credit disputes and loan-related questions in accordance with Bank policies and applicable requirements.

• Operational Support:

• Balance assigned monthly loan-related General Ledger accounts, including but not limited to Unapplied Funds and Chargebacks, ensuring discrepancies are researched and resolved in a timely manner.

• Review and process daily loan servicing reports, including rejected checks, ACH transactions, and loan payments, as necessary, to ensure accurate and timely posting.

• Complete end-of-day branch balancing activities accurately and in accordance with established procedures.

• Non-Essential Functions:

• Assist with department projects, process improvements, and other loan servicing duties as assigned.

Minimum Qualifications

Knowledge, Skills, and Abilities:

• Basic knowledge of FIS/IBS or similar core loan servicing systems.
• Basic understanding of consumer, residential, commercial, commercial real estate, construction, and line of credit loan products, methods, and procedures.
• Knowledge of modern office administration practices, methods, and procedures.
• Proficiency in operating a personal computer and using standard business software, including word processing, spreadsheet, email, and presentation applications.
• Strong attention to detail and ability to identify discrepancies or missing information.
• Effective verbal and written communication skills for interacting with internal and external customers.
• Ability to prioritize tasks, manage multiple requests, and meet established deadlines.
• Ability to follow Bank policies, procedures, and regulatory requirements.
• Strong organizational skills and ability to maintain accurate records and documentation
• Proficient in basic mathematics.

Education and Experience:

A combination of education and experience equivalent to a high school diploma and 1 year of experience in loan servicing, customer service, call center, banking, or retail sales / service.

Compensation:

The hiring range for this position is $21.95 to $30.00 per hour. The salary offered will fall within this range commensurate with the candidate's applicable experience, education, and skills.