Loan Servicing Specialist

Classification: Non-Exempt
Reports To: Loan Servicing Manager
Department: Loan Servicing

Our Mission: Community Bank partners with individuals, businesses, and communities to realize their dreams, protect their financial futures and improve their lives.

Our Core Values: At Community Bank, we are committed to fostering a workplace that reflects our core values. We believe in:

Taking Care of Each Other.
Always Doing the Right Thing.
Being a Great Teammate.
Working Hard to Achieve Our Goals.
Giving and Expecting Mutual Respect.
Enjoying Life Every Day.
Being Positive.
Having a Sense of Urgency.

Summary/Objective:

Under the supervision of the Loan Servicing Manager this individual supports growth and customer retention by consistently delivering outstanding service and client support.

This individual is expected to provide the highest quality service and solutions to clients and co-workers alike. It is expected that you will work in conjunction with the other members of the department to complete all departmental requirements in a timely fashion while still balancing the workload.

This multifunction position requires a highly motivated individual with attention to detail.

Essential Functions:

Process and close Home Equity and other Consumer loan applications in the loan origination system (Encompass / Abrigo)
Order, obtain and review all applicable documentation needed to process and close a loan.
Prepare addendums and any disclosures or re-disclosures in the required time period.
Correspondence by phone and email with clients, loan officers, settlement agents, appraisers, and insurance agents
Review and clear loans to close.
Prepare closing documents and closing disclosure in required time frames.
Complete pre-funding QC checklist prior to the Funding of any real estate secured loan.
Prepare and remit closing packages for settlement.
Perform Post Close Review and process closing packages to verify accuracy and compliance.
Final review of loan files for completion and policy exceptions
Order PMI commitments and certifications for new loans
Prepare loan disbursements as needed and Image any documents to document repository
Track and follow up on any file exceptions; order LOC checks when applicable.
Boarding new loans to the servicing system (Premier)
Process payments, loan payoff processing and other various servicing functions as required and needed.
Stay informed of investor requirement changes and ensure adherence to all applicable requirements.

Handle the timely disbursement of escrowed taxes and insurance funds to the appropriate parties for those clients who have escrow accounts established with their real estate loan.
Manage loans that have paid off by returning notes and collateral documents to the borrower including the preparation of mortgage satisfaction documents.
Monitor various core system exception reports and processing any necessary maintenance.
Prepare subordination and modification documents and process necessary coding adjustments in the core.
Working with clients and their contractors during the construction phase of the loan process. Making sure schedules are met and disbursing funds as appropriate.
Answer incoming phone inquiries from customers and other departments of the Bank assisting with inquiries regarding existing loan accounts.
Prepare and or reconcile various reports

Other Duties:

Support other members of the department with departmental functions.
Serve as back up to other members of the department in their absence.
Special projects and other job duties assigned.

Education and Experience:

Minimum of a high school diploma or equivalent required.
Minimum of one to three years of experience in banking or loan operations required. Experience in loan processing, loan closing, construction monitoring, post close processing or escrow administration is a plus.

Key Competencies:

Requisite – Requires foundational expertise in relevant loan operation principles, with the ability to apply established procedures effectively in a professional setting.
Authority – Operates within a well-defined framework, with decisions and actions guided by supervisory oversight and established protocols.
Analytical – Requires analyzing and categorizing information, requiring sufficient judgment to conduct routine assessments and make appropriate decisions.
Supervision – Provides leadership and direction to personnel, assigns duties, and monitors performance. Assists in coaching and professional growth, helping employees refine technical skills and workplace competencies.
Interpersonal Relations/Customer Service – Requires well-developed communication and relationship-building to engage with clients, coworkers, and the public.
Ethics/Integrity – Possesses a comprehensive understanding of industry best practices, professional behaviors, and the applicable laws, rules, and regulations that govern ethical business conduct. Consistently upholds the highest standards of integrity, demonstrating unwavering commitment to fairness, compliance, and respect in all interactions. Fosters a workplace culture rooted in professionalism, accountability, and ethical decision-making.
Adaptability – Knowledge of successful approaches, tools, and techniques to seamlessly transition processes, optimize workflows, and foster resilience in evolving environments.
Productivity – Manages workload effectively, ensuring tasks are prioritized and executed with efficiency. Maintains a purposeful approach, consistently meeting goals and objectives while optimizing resources and time management.
Quality - Identifies opportunities for improvement and delivers high-quality outcomes within established deadlines.

Knowledge and Performance Expectations:

Strong communication, organizational, and time management skills.
Proficient in loan servicing software and Microsoft Office Suite.
High attention to detail and commitment to data integrity.
Initiative-taking approach to identifying issues and implementing timely solutions.
Comfort with working in a dynamic environment where priorities can shift quickly.
Ability to work both independently and collaboratively with colleagues across various departments maintaining a professional demeanor.

Efficiently perform the essential duties and responsibilities of the position.
Consistently attend work, meetings, and required training or staff events.

Work Environment and Physical Demands:

The work environment is typically a professional office setting within a financial institution, which may include branch locations, administrative offices, and client-facing areas. Employees are expected to maintain a high level of professionalism and confidentiality in accordance with banking regulations and company policies.

Work is generally performed indoors in a climate-controlled environment with standard office equipment such as computers, telephones, printers, and copiers.

Physical demands of the position may include, but are not limited to:

Prolonged periods of sitting or standing at a workstation or services counter.
Manual dexterity and fine motor skills for operating computers, handling documents, and using standard office equipment.
Routine walking within the office or branch to attend meetings, assist clients, or perform job-related tasks.
Visual acuity to read printed materials, review electronic documents, and perform detailed work.
Auditory ability to regularly communicate effectively in person and over the phone.
Sustained concentration and attention to detail are critical for performing analytical tasks and ensuring accuracy.
Occasional physical movements such as standing, reaching, bending, and twisting may be necessary.
Light lifting, up to 10 pounds, may be required to transport files, office supplies, or small equipment.

Accommodation:

The work environment and physical demands described provide a detailed representation of what employees might encounter in the workplace while performing the essential duties of the job. Reasonable accommodation may be made to enable qualified individuals with disabilities to perform essential job functions.

Work Schedule and Availability:

The Bank maintains a standard 40-hour work week to ensure operational consistency and employee engagement. While some schedule flexibility is required based on location assignments, availability during core business hours (8:00 a.m. to 5:00 p.m.) is essential for supporting key functions.

Travel Requirements:

Periodic travel is required to other branch locations or offsite venues for training, meetings, or operational support. Travel is typically planned.

EEO Statement:

Community Bank is an equal employment opportunity employer.

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