Loan Servicing Operations Representative

Operational Responsibilities

• 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.
• Reviews and audits new loan set up data to ensure the accuracy of each loan entered on the loan system.
• Responsible for daily, monthly and bi-monthly investor reporting and remitting consisting of very large dollar amounts.
• Responsible for 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 loan retention following bank and investor guidelines.
• Maintains accuracy of 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. Coordinates any tax issues with Collections and OREO manager. Maintains associated record keeping and periodically prepares escrow analysis.
• Responsible for monitoring and accuracy of customer annual rate adjustment notifications.
• Prepares complex loan modification documents and performs maintenance of recast payments. Weekly preparation of bank control rate index data which sets interest rates on all bank loans.
• Trains new team members on multiple technology systems including loan system, tax processing, payment processing, and lender placed insurance.
• Monthly investor default reporting of complex data.
• Responsible for making all system changes to the terms of existing mortgages.
• 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.
• Attends all required training sessions and completes all required on-line training courses.
• Participates as loan operations expert on various committees.
• 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.
• 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: 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.