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Performs the duties related to maintenance and servicing of multiple types of loan records for basic and those of a higher level, for tasks and processes on Commercial, Consumer and Mortgage loans. Follows, develops, and recommends processes and updated/new procedures as they apply to servicing loans including the processing of loan documents, preparing reports, letters, and notices to members. Process requests in all EastRise channels of emails, facsimiles, and phone calls to assist members with a wide variety of concerns. Requests include general and more complex servicing of member loans. Provides the highest level of quality member service directly with member and while acting as a resource for others in the department and throughout the organization. Provides servicing of loan products post loan origination/closing as well as ongoing member support.
Major Duties and Responsibilities
Provide top-level timely service when handling telephone, chat and email communication with members, vendors, and outside parties, with member experience and satisfaction always in mind. Provide top-level timely in-person, telephone and electronic/email support and service to organization staff. Strive for positive member experience and member satisfaction in every interaction. Work directly with members and EastRise team members answering questions, including those more complex in nature, regarding mortgage, consumer and commercial loan documents, balance owing, escrow status, payment breakdown and other basic and more complex matters pertaining to loans. Troubleshoot account-specific problems, as well as identify anomalies and trends that may indicate a larger issue. Maintain a thorough and comprehensive understanding of the organization’s products, lending policy, and familiarity with regulatory requirements which apply to Loan Servicing.
Service loans within the loan portfolio, including loan system setup/review for integrity of key loan data fields, processing of member requests for loan transactions, loan payoff requests, disbursements, billing/statements, loan research and maintenance via all EastRise channels. Take action on requests, workflows, and emails. Create/update procedures. Ensure risk mitigation across the portfolio for compliance. Responsible for loan report reviews, performing system maintenance and ensuring system data integrity throughout loan portfolio including system quality control and verification processes.
Perform assigned loan servicing functions, some more complex and of higher levels, to include some or all of the following areas of responsibility: Training and development of staff, leader of department projects and functions, escrow set-up, disbursements, escrow analysis, credit bureau reporting and disputes, insurance plan servicing (collateral protection, debt protection, GAP, credit insurance), loan modification review, preparation and system updates, insurance claims, tracking to ensure perfected lien position, investor and participation reporting, remitting and reconciliation, discharges, releases and other loan servicing activities following general servicing standards and requirements. With support and direction from Managers and Supervisors, lead Loan Servicing Department initiatives, special projects, procedure and workflow updates and training.
Work directly with investors, taxing authority, insurance agents, internal department, branch personnel, attorneys and auditors with various loan servicing inquiries, situations and problems. May coordinate, and act as Loan Servicing point person for audits and exam. Completes forms, documents or notices required by private mortgage insurer, third party vendor, government entity or investor as directed.
Perform system software regression and testing for system upgrades, processes and functionality. Conduct specific tests to examine system tools from end-user perspective. Maintain and assist with cross-training in various other duties to provide support and coverage within the department. Act as backup for all Loan Servicing duties as needed to ensure all tasks remain current. Assists management to identify efficiencies, make recommendations for process changes or find ways to reduce expenses.
Must comply with all company policies and procedures, applicable laws and regulations, including but not limited to, the Bank Secrecy Act, the Patriot Act, and the Office of Foreign Assets Control.
Knowledge and Skills
ExperienceThree years to five years of similar or related experience, including preparatory experience.
Education/Certifications/LicensesA high school degree or equivalent
Interpersonal SkillsA significant level of trust, credibility and diplomacy is required. In-depth dialogue, conversations and explanations with customers, direct and indirect reports and outside vendors can be of a sensitive and/or highly confidential nature. Communications may involve motivating, influencing, educating and/or advising others on matters of significance. Typically includes subject matter experts as well as first level to middle managers.
Other SkillsCOMPETENCIES: Must be at least 18 years of age. Favorable Background, Credit, Criminal, Bondability, and Reference Checks required. (Motor Vehicle check dependent on position.) Travel to other branches or locations may be required depending on position.
ADA Requirements
Physical RequirementsPerform primarily sedentary work with limited physical exertion and occasional lifting of up to 25 lbs. Must be capable of climbing/descending stairs in emergency situation. Must be able to operate routine office equipment including telephone, copier, facsimile, and calculator. Must be able to routinely perform work on computer for an average of 6-8 hours per day, when necessary. Must be able to work extended hours whenever required or requested by management. Must be capable of regular, reliable and timely attendance.
Working ConditionsMust be able to routinely perform work both indoors in climate-controlled environment and outside in sometimes inclement weather.
Mental and/or Emotional RequirementsMust be able to perform job functions under independently and with limited supervision. And work effectively as part of a team. Must be able to read and carry out various written instructions and follow oral instructions. Must be able to speak clearly and deliver information in a logical and understandable sequence. Must be able to perform basic mathematical calculations with extreme accuracy. Must be capable of dealing calmly and professionally with numerous different personalities from diverse cultures at various levels within and outside of the organization and demonstrate highest levels of customer service and discretion when dealing with the public. Must be able to perform responsibilities with composure under stress of deadline, requirements for extreme accuracy and quality and/or fast pace. Must be capable of exercising highest level of discretion on both internal and external confidential matters.
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