Loan Servicing Representative I

Coastal is at the forefront of modern banking, combining strong financial infrastructure with cutting-edge Banking-as-a-Service (BaaS) and fintech enablement strategies. We support individuals with personal banking needs and empower businesses by integrating modern banking technology that drives growth, flexibility, and innovation. At Coastal, we think and move like entrepreneurs—focused on impact, speed, and continuous improvement. We believe in working smart, collaborating deeply, and building solutions that unlock real potential.

About the role

Work within the credit department to support, input, and track loan documentation issues. Assist processors with credit duties and perform moderately complex clerical duties related to commercial and consumer loans.

Responsibilities

• Calculate and process payoffs ensuring funds are applied to appropriate accounts.
• Release collateral (reconveyances, partial releases, titles, UCC, etc.) relating to payoffs ensuring that collateral is released in accordance with loan terms.
• Process participation advances, payments, payoffs, and wires; review reports and calculate participation percentages to ensure balance with participating banks.
• Process daily incoming mail, scan, file, and update exceptions; request updated insurance on expired policies.
• Serve as a customer service representative answering all telephone and written requests to resolve client problems with payments, payoffs, copies, balance information, and interest calculations.
• Pay bills for title, recording, appraisal, etc., and update spreadsheets.
• Work exception reports for outstanding documents, insurance, UCCs, etc.
• Complete Line of Credit advance requests.
• Balance Loan Servicing GLs daily and monthly.
• Book commercial and consumer loans to the core system and disburse loan proceeds.
• Scan new loan files as needed and create and maintain loan files.
• Ensure compliance with all regulatory requirements.
• Provide customer service in accordance with Coastal’s Core Values.
• Other duties as assigned.

Requirements

• Proven effective verbal and written communication skills.
• Ability to handle multiple tasks at the same time.
• PC experience navigating in a Windows environment and using multiple applications.
• Prior experience with personal computers, Windows-based software, and Excel spreadsheets.
• Cooperative, professional attitude with customers, lenders, and co-workers.
• Excellent attention to detail to ensure timely and effective communication with customers until requests/issues are resolved.

Qualifications

• Associate’s degree (AA) or equivalent from a two-year college or technical school preferred.
• Six months to one year of related experience and/or training; or equivalent combination of education and experience.

How You’ll Thrive at Coastal

• Be the Best – Communicate effectively, pay close attention to detail, and prioritize your personal development.
• Be Relentless – Thrive in a goal-oriented environment exercising both patience and persistence. Advocate for our customers and team members and strive to promote the Coastal Difference.
• Be Un-Bankey – Be a forward thinker with a creative mindset. Build long-lasting relationships promoting the Coastal Difference, built on a foundation of integrity, honesty, and trust.
• Embrace Gray Thinking – Use sound judgment while decision-making and problem-solving. Think outside the box.
• Stay Flexible – Organize and strategize effectively while always being prepared to adapt on the fly. Seek efficiencies for Coastal to work smarter, not harder.
• Take Care of Each Other – Understand what it means to be a true team player and have your teammate's back. Practice self-awareness and build your emotional intelligence.

Benefits

We’re proud to offer a comprehensive benefits package designed to support your health, financial well-being, and work-life balance:

• Medical Coverage: Choose from three competitive medical plans.
• Health Savings Account (HSA): Available with eligible medical plans, offering tax advantages and employer contributions.
• Flexible Spending Accounts (FSA): Options for healthcare and dependent care expenses.
• Dental and Vision Insurance: Plans to keep you and your family smiling and seeing clearly.
• Life Insurance: Company-paid basic life insurance with options to purchase additional coverage for yourself and your dependents.
• Long-Term/Short-Term Disability (LTD): Income protection in the event of a long-term illness or injury.
• Supplemental Benefits: Including Hospital Indemnity, Accident Insurance, and Critical Illness coverage.
• 401(k) Retirement Plan: A competitive retirement savings plan with company matching.
• Paid Time Off: Generous vacation and sick leave policies.
• Holidays: 11 paid holidays throughout the year.

Physical Demands

The physical demands described are required to perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Sit for extended periods of time.
• Stand for extended periods of time.
• Perform repetitive finger, hand, and arm movement.
• Use electronic office equipment such as a computer keyboard, mouse, ten key, telephone, etc.
• View and read computer screens for extended periods.
• Occasionally stoop, kneel, crouch, or crawl.
• Occasionally lift or move up to 10 pounds.