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Job Description
The Loan Servicing Representative is responsible for servicing all retail loans, providing accurate loan records and documentation, while maintaining the highest level of customer service. LSRs will be assigned to one or more of following areas as lending volumes dictate: consumer - real estate and non-real estate secured; dealer services; loan payoffs; imaging; escrow; construction; loan support; loan operations; investor accounting and/or modifications.
Essential Functions
Maximize technology tools available
Balance workstations daily
Develop knowledge of servicing / origination systems
Partner with third party vendors and agencies
Review and send customer correspondence
Ensure compliance with Northwest’s policies and practices
Ensure compliance with Federal / State regulations
Post loan transactions for all product types
Complete new loan set-up and post-closing
Process payoff quotes and payoff transaction
Process new loan fundings
Initiate automatic transfer of loan payments
Perform maintenance on loans
Respond to customer inquiries
Monitor and service escrow accounts
Monitor loan collateral records
Ensure accurate lien information
Perform accounting of force placed insurance
Review insurance certificates / policies
Ensure accurate insurance analysis
Perform accurate flood insurance review
Update tax records / online information
Perform accurate escrow analysis
Research and correct posting errors
Ensure total document and data integrity
Monitor and follow up on document tracking
Perform accurate report reconciliation
Meet benchmarks on loan functions / servicing
Recommend improvements to procedures
Develop customer service levels
Meet peak volume periods with efficient, accurate output
Complete the imaging and indexing of loan documents
Ensure compliance with Northwest’s policies and procedures, and Federal/State regulations
Navigate Microsoft Office Software, computer applications, and software specific to the department in order to maximize technology tools and gain efficiency
Work as part of a team
Work with on-site equipment
Qualifications
High School Diploma or equivalent preferred
2 - 6 years customer service experience preferred
Lending experience preferred
Administrative Skills
Ability to work with financial data
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Northwest is an equal opportunity employer. We are committed to creating an inclusive environment for all employees.
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