Loan Servicing Operations Specialist

Responsibilities

• Processing Loan Payments, Exceptions, and Corrections
• Conducting Necessary Research Including Questions About Postings and Payment History
• Maintaining Suspense Accounts and Following Up for Timely Resolution
• Processing Payment Changes, Recurring Payment Setups, Stops, Returns (NSF), and Reapplications
• Resolving Payment Posting Discrepancies, Unapplied Funds, Reversals, and Adjustments
• Reconciling Credit Balances
• Partnering with Branch Staff and Call Center to Resolve Payment Issues and Support Customer Needs
• Reviewing Fee Waiver Requests, Ensuring Correct Approvals, and Processing Fee Waiver Requests
• Performing Careful and Timely Review of Various Mortgage Servicing Platform Reports to Ensure System Integrity
• Cross-training on Related Loan Servicing Functions as Needed in a Small Team Environment
• Performing Other Duties and Projects as Assigned

Requirements

• High School Diploma or Equivalent Required
• 1-3 Years of Experience in Loan Servicing, Loan Operations, or Payment Processing in a Financial Institution Preferred
• Excellent Customer Service, Communication, and Problem-Solving Skills
• Ability to Manage Multiple Priorities in a Deadline-Driven Environment
• Intermediate Proficiency in Microsoft Excel, with the Ability to Independently Create, Maintain, and Analyze Spreadsheets Using Logical Formulas, Lookup Functions, Data Organization Tools, and Basic Visualizations to Support Routine Reporting and Decision Making