Loan Servicing Operations Representative II

Salary Grade : 13

SUMMARY:

Performs a wide variety of complex service and operational duties in support of residential, commercial and/or consumer loan servicing operations. Resolves issues and provides internal and external customer support. Provides great customer service efficiently, effectively and in conformance with regulatory guidelines.

ESSENTIAL JOB FUNCTIONS & RESPONSIBILITIES:

Operational:

1. Performs multiple loan operations activities which may include: booking and auditing new loans, processing complex maintenance and transactions, research exception items, escrow servicing, insurance monitoring, rate reviews, investor reporting, service audits, preparing credit references, preparing mortgage discharges, and a variety of other duties as assigned and in observance of regulatory guidelines.
2. Responsible for timely reconciliations and balancing of departmental G/L and DDA accounts.
3. Daily balancing and review of reports to resolve transactional exceptions.
4. Monitors and is responsible for accurate, complete loan document retention in accordance with bank guidelines.
5. Performs electronic storage functions of active and paid loan documentation.
6. May have additional duties and assignments as required.

Customer Service:

1. Delivers quality level of internal and external customer service by responding to customer inquiries, resolving complex problems and researching loan issues in a timely manner. Escalates more complex problems to Loan Operations Coordinator or Management.
2. May work in conjunction with third party vendors.
3. May assist with loan documentation for internal and external audits and examinations.
4. Must adhere to bank and regulatory guidelines for handling confidential information.
5. Must have cyber security awareness to protect the digital environment, the Bank, and customers.

QUALIFICATIONS:

EDUCATION & CERTIFICATIONS: (Minimum education required to perform the duties of this position)

• High School Diploma or equivalent required.
• 2 years of loan servicing experience.

KNOWLEDGE, SKILLS & ABILITIES:

• Strong interpersonal and communication skills, both written and oral.
• Ability to problem-solve and independently research issues.
• Strong data entry capabilities and computer skills, including Microsoft Office products (Word, Excel)
• Ability to produce accurate work, with attention to detail, within defined time guidelines.
• Proven ability or qualifications to handle more complex servicing responsibility and a broader scope of tasks.

COMPETENCIES:

• Must have cyber security awareness to protect the digital environment, the Bank, and customers.