Loan Servicing Operations Representative

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
  • Prepares and books new loans, mortgages, and consumer loans, processes mortgage payments and payoffs, ACH and exception payment handling, escrows 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.
  • Reviews and audits new loan set up data to ensure the accuracy of each loan entered on the loan system.
  • Timely reconciliations and balancing of departmental G/L and DDA accounts.
  • Daily loan control balancing, Master Card and Visa machine balancing, unapplied payments, exception processing and rejected payments.
  • Maintains accuracy of customer annual rate adjustment notifications.
  • Weekly preparation of bank control rate index data which sets interest rates on all bank loans.
  • Monthly investor default reporting of complex data.
  • Interacts with Commercial Lenders and Commercial Loan Assistants to analyze and prepare information.
  • Trains new team members on multiple technology systems including loan system, tax processing, payment processing, and lender placed insurance.
  • Performs additional duties as required.
• Customer Service
  • 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.
  • Provides frequent and daily customer service support to the branch network, local municipalities, insurance, flood and property tax vendors.
  • Performs electronic storage functions of active and paid loan documentation.
• Compliance
  • Ensures departmental compliance with all State, Federal and investor requirements.
  • Coordinates loan documentation for internal and external audits, examinations and semi-annual commercial risk reviews.
  • Is fluently knowledgeable of all loan products, programs and investor requirements.
  • Implements all Audit and Compliance changes as required by new or amended regulations.
  • Works closely with compliance teams.
  • Updates department procedures and disaster recovery plan as required.

Qualifications

• Education & Certifications
  • (Minimum education required to perform the duties of this position)
  • Associates degree or equivalent experience.
• Knowledge, Skills & Abilities
  • 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.