Loan File Servicing Associate - Loan Servicing

This position is hybrid, with a formalized schedule split between remote and office work. Primary location: Bank Plaza – Wheeling, WV.

Summary

Responsible for accurately and promptly posting loan payments, monitoring completed loan files (physical and imaged), and preparing release documents based on collateral type for paid-in-full loans.

Responsibilities

• Process and post all loan payments and payoffs received through mail accurately and timely to the correct accounts, including Chapter 13 payments on loans in bankruptcy.
• Provide payoff quotes on all loan types, both verbally and in writing, to internal and external customers.
• Process and post incoming wires as payoff or payment transactions accurately and timely to the correct accounts.
• Understand and complete total loss claims/letters of guarantee.
• Monitor receipt of documents required to be retained from new loan files and ensure proper retention and filing.
• Learn and understand loan documentation, particularly security and collateral documents.
• Process paid loan documents, including releases for deeds of trust/mortgages, vehicles, and deposit accounts, refund checks, and paid loan letters to customers in accordance with procedures.
• Index all work completed to corresponding loan file.
• Ensure accurate and timely processing of loan payment posting, paid loan processing, and new loan file completion.
• Collaborate effectively with peers and leaders.
• Demonstrate willingness to change processes and adopt technological capabilities.
• Learn new systems and processes to streamline and scale work.
• Perform work within customer service level expectations and key vendor processing timelines.
• Complete daily work as defined with accuracy.
• Acquire and maintain proficiency in the Bank’s policies and procedures, adhering to all applicable laws, rules, and regulations.
• Complete all assigned compliance training in a timely manner.

Requirements

• High School Diploma or General Education Degree (GED) required.
• Professional demeanor in appearance, interpersonal relations, work ethic, and attitude.
• Clear, concise, effective written and oral communication skills to express thoughts, ideas, and concepts collaboratively and in a solutions-oriented manner.
• Ability to interact effectively within a team and with customers.
• Demonstrated ability to manage priorities and meet critical deadlines.
• Strong organizational and prioritization skills.
• Team player with a positive outlook.
• Willingness to provide a level of service that differentiates the Bank from competitors.
• Ability to interact with outside customers and provide superior service to internal departments.
• Collaborative with co-workers and employees.
• Able to multi-task and function effectively under stressful conditions.
• Ability to work in a team environment as well as independently.
• Ability to perform detailed work and maintain confidentiality.
• Ability to handle workload pressure and deadlines.
• Demonstrated proficiency in basic computer applications such as Microsoft Office and ability to learn various banking software programs.