Loan Servicing Specialist-Specialized Loans

Primary Accountabilities / Responsibilities

• Provide outstanding service to customers and internal staff.
• Process paperwork for loan disbursement and board new and modified loans.
• Input loan, customer, collateral, and tickler data into the COCC system.
• Process monetary transactions, including loan disbursements, payments, advances, paydowns, and payoffs.
• Review assigned loans and track their progress.
• Complete discharges and releases as needed.
• Monitor and track receipt of closed loan documents and collateral documents.
• Respond to customer inquiries via phone or email.
• Escalate complex issues to management.
• Manage incoming and outgoing wires.
• Assist with insurance tracking and prepare flood validation packages.
• Ensure compliance with regulatory and policy requirements.
• Participate in training and maintain knowledge of department procedures.
• Maintain security and privacy of customer information.
• Perform related duties as assigned.

Accountability to Regulatory and Policy Compliance

• Understand and ensure compliance with state and federal requirements.
• Attend training to maintain knowledge of department procedures.

Professionalism and Customer Service

• Exhibit professionalism, empathy, and courtesy in interactions.
• Promote a positive culture of continuous improvement.
• Collaborate with business and technology partners to automate processes.

Loan Maintenance and Processing

• Assign loans to be boarded to Loan Servicing Specialists.
• Perform second reviews of maintenance completed by Loan Servicing Specialists.
• Perform pre-boarding reviews in Encompass and push to Insight through E-Link.
• Track and monitor task completion (discharges, electronic recordings, loan boardings, Flood Validation packages).
• Prepare demand letters for loan payoffs or paydowns.
• Assign discharges/releases to be completed to Loan Servicing Specialists.
• Process escrow disbursements for insurance premiums.
• Participate in special projects supporting merger and acquisition activities.
• Process Commercial Loan payment and payoff processing, including remittance and reconciliation.
• Accept customer calls from the Loan servicing queue.
• Review and process CML Daily, Weekly, and Monthly Loan Rate Changes.

Specialized Loans

• Ensure accurate and timely completion of new Commercial Loan Boarding and post-Boarding reviews.
• Develop junior team members through training, goal setting, and feedback.
• Participate in CML Subpoenas and other legal document requests.
• Process escrow disbursements for both residential and commercial loans.
• Perform second reviews of maintenance completed by Loan Servicing Specialists.
• Manage escrow processing for both residential and commercial loans.
• Participate in special projects supporting merger and acquisition activities.

Qualifications

• High school diploma or equivalent experience.
• Minimum 3 years related loan operations experience.
• Minimum 2 years directly boarding and servicing commercial and participation loans.
• Thorough knowledge of Bank operations.
• Well organized, attention to detail, strong problem-solving skills, able to assist and coordinate activities with others.
• Able to use all related computer applications and business machines.
• Knowledge of Banking laws, policies and procedures, service, and credit products.
• Principles of report preparation.
• Knowledge of loan and mortgage documents and state title requirements.
• Excellent understanding of government regulations and legal requirements involving mortgage and consumer lending.
• Ability to compute lending calculations including, but not limited to, interest rate changes.
• Able to perform very simple algebra.