Loan Servicing Specialist

Description

POSITION SUMMARY

As part of the Loan Servicing Team, this position is responsible for providing exceptional customer service to internal and external customers through a variety of communication channels including phone, email and written correspondence and takes responsibility for initial handling and coordination of the inquiries, typically by resolving routine to moderately complex inquiries and escalating more complex issues as appropriate; obtaining pertinent information to escalate to other team members for further assistance, if necessary; monitors department email and helpdesk tickets. Fosters a positive and professional customer service experience during all interactions with customers, co-workers and third-party relationships while adhering to proper customer identification procedures and confidentiality requirements. Handles and performs appropriate follow-up tasks including on-going communication with the requestor. Cooperates with other members of the department to achieve departmental goals. Applies regulatory requirements within established procedures and ensures compliance with Regulations, Acts and Rules (Regulations such as: B, BSA/AML, CC, CRA, CTR, D, DD, E, FCRA, GG, O, OFAC, P, SAR, UDAAP, Z; Acts, Articles and Rules such as: Customer Due Diligence Rule, Customer Identification Program Rules, Equal Credit Opportunity Act, Gramm-Leach-Bliley Act, Inflation Reduction Act, Secure 2.0 Act, UCC Articles 3, 4, 5, 7, 9 and 12, USA Patriot Act). Ensures Loan Servicing functions are processed according to the most recent written procedures, completes all daily tasks within established deadlines; completes all education, training and professional development required for this position. Escalates complex issues, exceptions, or non-routine matters to appropriate team members or leadership.

ESSENTIAL FUNCTIONS / KEY RESPONSIBILITIES

• Maintain a consistent voice to answer internal and external customer requests, process loan payoffs, payment history requests, billing disputes, and information requests while conveying to the customer their importance to Pathfinder Bank. Loan Servicing Specialists must respond to inquiries and requests within 2 hours, or prior to the end of the business day.
• Performs necessary follow-up tasks for customer inquiries and research requests, including ongoing communication with the requestor.
• Communicates with departments or coworkers, when necessary, to ensure resolutions related to customer inquiries are completed within a reasonable timeframe, according to customer service guidelines.
• Process daily received or returned mail for the Lending and Loan Operations departments, maintain control and tracking systems for processing of returned mail related to loans.
• Processing of advances for loans in process and lines of credit.
• Daily/Monthly reports including Line of Credit Reviews, Bank Check Logs, as well as others.
• Complete credit confirmations and prepare payoff letters.
• Facilitate automatic loan payments via internal transfer or work with other departments to provide proper documentation for external transfer setups.
• Collaborate with team members and supervisors to meet productivity and accuracy goals.
• Assists with storage of various forms of documentation and eventual destruction according to departmental and regulatory document retention guidelines, adhering to Document Retention policies, standards, and process controls.
• Maintain working knowledge of applicable banking laws and regulations and ensure compliance with Bank policies, procedures, and internal controls.
• Perform daily duties with general supervision and established procedures; complete tasks including but not limited to: cross training; research and resolve complex inquiries from internal and external customers; review reports; support team workflow and manage individual work priorities; prepare and enter data into various systems; perform operational duties associated with various types of loan products in accordance with established procedures; maintain escrow accounts; post payments, payment corrections and loan adjustments; provide accurate payoff quotes.

SECONDARY FUNCTIONS AND RESPONSIBILITIES

• Perform various clerical duties including ordering supplies for the department.
• Monitor and act upon system-generated exception reports.
• Assist the Loan Operations Specialists with preparing/gathering Audit related requests.
• Work closely with Loan Operations Specialists to support cross training of department members regarding Loan Operations and Servicing responsibilities.
• Provide assistance wherever necessary to help the Loan Operations Department and the Bank in achieving their annual goals.
• Provide support to Branch Administration as a contact for Branch personnel regarding tasks related to Loan Operations and Servicing functions.
• May be involved in the preparation and distribution of daily rate sheets, including obtaining the most recent rates from the appropriate services.
• May be required to perform other duties as assigned.

COMPETENCIES & BEHAVIORAL EXPECTATIONS

• Customer Service Expertise
• Excellent Organizational & Time Management Skills
• Operational Excellence & Attention to Detail, Especially in Time Sensitive Situations
• Ability to Follow Detailed Procedures/Workflows, As Specified by Supervisor/Manager, And Apply Them Accurately
• Analytical/Critical Thinking & Problem Solving
• Technology & Systems Aptitude
• Communication & Collaboration
• Accountability & Initiative
• Ability To Maintain a Clean Work Environment
• Ability To Work Independently & As Part of a Team
• Ability To Maintain a High Level of Concentration
• Effective Written and Verbal Communication Skills
• Risk Awareness & Regulatory Compliance

Requirements

• General knowledge of Loan Servicing processes required
• One year prior experience in customer service or administrative support preferred
• Knowledge of key banking regulations with experience applying them in an operational setting is preferred
• 3-5 years experience working in a banking, financial services or operations related environment is a plus
• Proficient with scanners, document imaging systems, and intermediate computer applications
• Strong organizational skills with the ability to manage multiple priorities and deadlines
• Demonstrated ability to work in an office related work environment with a focus on production and customer service
• Excellent written and verbal communication skills with a high degree of professionalism and discretion
• Proven ability to work independently with minimal supervision and understand the importance of detail and accuacy in data entry and processing
• Ability to work at a sustained pace to meet production rates while handling repetitive tasks, maintaining high quality standards and a high level of concentration
• Understanding of confidentiality and data security best practices
• Foundational understanding of customer, deposit, loan documents and document imaging concepts
• Ability to learn and apply regulatory and compliance requirements

EDUCATION, CERTIFICATIONS & TECHNICAL SKILLS

• High school diploma or equivalent required, bachelor’s degree in business, Information Systems, Finance, Computer Science, or a related field preferred
• Other relevant banking related certifications preferred
• Strong working knowledge of core banking platforms, banking regulations, loan operations/servicing tools and document imaging preferred
• Proficiency in Microsoft Office products, including Excel, Word, Outlook, as well as Adobe required
• Ability to work with reporting tools and operational dashboards preferred

PHYSICAL & WORK ENVIRONMENT REQUIREMENTS

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accomodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is regularly required to sit or stand for extended periods, walk, stoop and kneel; use hands to keyboard, file or handle objects; reach with hands and arms; have manual dexterity to handle paper documents and operate scanning equipment; must be able to see, talk and hear. This role may involve repetitive motion and high-volume document processing. The employee must frequently lift and/or move up to 10 pounds and occasionally lift and/or move up to 50 pounds. 100% onsite, Monday–Friday, during business hours.