Loan Servicing Specialist II

About the role

We do the right things, right now in a way that is relevant to our clients. The Loan Servicing Specialist II performs moderate to complex tasks to support the loan operations group, including escrow processing, quoting payoffs, payment corrections, research, escalations, remediations, and customer service.

Responsibilities

• Knowledge and utilization of a limited set of systems/technology
• May be responsible for training new associates
• Assists in providing guidance to other loan specialists
• Adheres to operational controls, including compliance with all required regulations and policies
• Understands loan fields and their impact in the loan servicing system
• Participates in special projects
• Assists in research for internal and external audits
• Maintains and updates policies and procedures to reflect current process of job functions
• Performs other moderate to complex duties including research and resolution
• Acts as a call agent—answers telephone and effectively communicates with internal and external clients
• Balances daily tickets and may assist others
• Posts and understands most types of loan transactions including loan payment corrections, collections processing, lease transactions, and other moderate to complex items
• Processes large volumes of insurance and property tax payments in a timely and compliant manner
• Understands and effectively communicates about escrow analysis and escrow processing
• Quotes payoffs which may include a variety of fees and/or complex calculations
• Creates letters and correspondence
• Reviews data for accuracy
• Completes a large volume of work in an efficient and accurate manner

Requirements

• High school diploma or equivalent
• 3 years operations and/or financial experience
• Ability to manage workflow and delegate as appropriate
• Intermediate knowledge of appropriate industry standard software (i.e., core banking and imaging)
• Intermediate knowledge using Microsoft Office
• Ability to define problems, collect data, establish facts, draw valid conclusions, and escalate as necessary
• Strong written and verbal communication skills
• Must demonstrate the ability to change priorities quickly, handle multiple priorities, work effectively under time constraints, and contribute to the team effort
• Strong attention to detail and level of precision
• Must have ability to listen and collaborate
• Financial, banking, and/or operation knowledge
• Strong customer service experience

Preferred Qualifications

• Familiarity with departmental documentation
• Familiarity with specific departmental processes
• Familiarity with relevant rules and regulations
• Ability to respond professionally and with solutions to common inquiries or complaints from the business line
• Detailed and proficient with multi-tasking
• Ability to perform in a high volume, stressful environment that works within deadlines

Level of Complexity and Scope

• Ability to handle moderate to complex tasks to support the department

Degree of Independence and Decision-Making

• Follows established procedures or guidelines
• Applies guidelines with proficiency
• Collaborates and communicates with management so management can make appropriate decisions, as needed
• Supports the strategic initiatives

Supervisory Responsibilities

• May be responsible for mentoring and training new associates
• Assists in providing guidance to other loan specialists

Physical Requirements

• Frequently lifts and carries less than 50 pounds
• Frequently sits, stands, and walks
• Ability to work on a computer most of the day
• May sit or stand for long periods of time

Compliance

The associate is responsible for meeting all compliance requirements imposed by State and Federal law and regulation, as well as all related First Financial Bank policies and procedures. This includes all Bank Secrecy Act, Anti-Money Laundering, OFAC, and Suspicious Activity reporting requirements, as well as all other lending and deposit compliance requirements.

Development and Training

• Annual company required training or other training as required

Pay

$19.47/hr to $23.56/hr

Benefits

We have relevant, thoughtful benefits and programs that support every aspect of our associates' holistic wellbeing. Incentive eligibility applies to all roles except Co-Op, Intern, or Student positions.