Loan Servicing Specialist II

Responsibilities

• Responding to customer service requests on a daily basis through phone, email or as assigned by Manager or Team Lead.
• Performing customer follow-up daily to resolve or provide updates on any open customer inquiry.
• Handling internal or external customer inquiries related to general customer service for consumer, commercial, and mortgage loans or other loan inquiries.
• Keying or uploading consumer loans, mortgage loans, commercial loans into the core processing system as well as processing all loan drafts and modifications.
• Keying monetary transactions.
• Performing system file maintenance on existing loan data and transactions.
• Year-end processing, keying and knowledge of 1098, 1099C, and 1099A forms.
• Working knowledge of general ledgers.
• Completing credit inquiries and verifications.
• Disbursing escrowed funds for taxes, life insurance, homeowner’s insurance.
• Processing loan payments received in daily mail.
• Reviewing and updating operating policies and procedures specific to the Loan Servicing functions.
• Maintaining department service-level standards and providing exceptional customer service to internal and external customers.
• Partnering with internal customers to help achieve the business goals of the bank.
• Providing support for internal and external Loan Servicing functions.
• Adhering to the internal loan policy and procedures of the bank as well as adherence to compliance regulations and state/federal banking laws.
• Adhering to regulatory requirements of the Bank Secrecy Act, Anti-Money Laundering, Customer Identification Program and OFAC.

Qualifications

• Education: High school graduate or equivalent
• Preferred Education: Associate’s degree from a two-year college in business related field or bachelor’s degree in business or finance from a four-year college or university
• Required Experience: Previous work experience servicing consumer, commercial, and mortgage loans
• Preferred Experience: Fiserv core processing and loan servicing experience
• Required Skills: Ability to read, analyze and apply policies and procedures, and interpret business and procedural documents; Ability to multi-task, organize and prioritize assignments; Ability to calculate figures and amounts; Ability to carry out instructions and deal with standard situations with minimal supervision; Must have problem solving ability; Attention to detail; Time management skills; Must have excellent customer service skills, interpersonal skills and communication skills to effectively deal with various levels of internal and external customers; Proficient personal computer skills including Microsoft Outlook, Microsoft Word and Excel spreadsheets; Ability to work well in a team environment
• Preferred Skills: A demonstrated use of advanced computer skills; Bilingual