Loan Servicing Specialist

About the role

The Loan Servicing Specialist is responsible for servicing loans and assisting customers timely and accurately as well as balancing the loan GL daily and working daily and monthly reports.

Essential Duties

• Provides support to all areas of the Loan Services Department where service or assistance is needed.
• Affords support for various special projects as directed.
• Performs daily balancing for department GL’s, account maintenance and journal entries within a specified timeline.
• Responds to routine internal and external customer inquiries related to account inquiries such as loan balance, payment amount, due date, etc., through Zendesk, email or TEAMs adhering to established SLAs.
• Prepares payoff requests, collateral releases, etc.
• Performs call back procedures on boarded loans within specified timeline.
• Assists with loan servicing responsibilities including but not limited to; processing loan payments and advances; maintaining digital credit files; process closed loan files within established guidelines and terminate collateral when applicable.
• Maintains ongoing tracking systems for post loan closing items including but not limited to; final title policies, hazard and liability insurance, flood insurance, UCC expirations, etc. Contact appropriate party for updates.
• Updates borrower files with documentation associated with loan servicing activities.
• Fulfills established processes and procedures for completion of job duties, follows regulatory standards.
• Embodies the TRAC Values and Critical Behaviors (Teamwork, Relationship, Authenticity, Commitment) as core principles, using them to guide daily interactions and decision-making.
• Completes administrative tasks with a sense of urgency, including required Bank Compliance Training. Responds to internal and external inquiries via email, phone, or messaging platforms in a timely and professional manner. Positively represents the Bank through ethical conduct and community involvement.
• Demonstrates an understanding of and commitment to EEO policies. Fosters a respectful, inclusive workplace by valuing cultural differences, preventing harassment of any kind, and supporting a diverse workforce.
• Ensures adherence to all Bank policies, procedures, and processes, along with applicable state and federal laws, rules, and regulations, ensuring confidentiality and data privacy while carrying out AML/CFT (Anti-Money Laundering and Countering the Financing of Terrorism) responsibilities specific to the role.

Qualifications

• High school diploma or equivalent required; bachelor’s degree preferred.
• Minimum 1–2 years of related experience in loan servicing in a financial institution preferred.
• Basic analytical and problem-solving skills; ability to work with and interpret data.
• Basic understanding of loan structure and loan documentation.
• General understanding of state and federal banking regulations and banking credit policies.
• Experience with Abrigo, CSI, and NuPoint preferred. Proficiency with Microsoft Office Suite (Excel, Word, Outlook) required.
• Effective oral, written, and interpersonal communication skills with the ability to apply common sense to carry out instructions, interpret documents, understand procedures, write reports and correspondence, and speak clearly to customers, vendors and employees.
• Strong organizational and time management abilities with attention to detail.
• Proficient teamwork and relationship skills to contribute to cross-functional collaboration and team success.
• Willingness to take on special projects and perform other duties as assigned, beyond core responsibilities, to support team and organizational needs.
• Commitment to continuous learning and professional development to stay current with industry standards and best practices.
• Ability to maintain authenticity and integrity in all professional interactions, ensuring trust and credibility with stakeholders.
• Capable of managing multiple priorities and meeting deadlines in a dynamic environment.
• Ability to work independently with minimal supervision and as part of a team.
• Proven ability to adapt to changing priorities and procedures.