Senior Loan Servicing Specialist

POSITION SUMMARY: Performs tasks to support the loan servicing group. Process and service non-real estate consumer loans, process and service commercial loans, service residential real estate loans, construction draw processing, handles customer service inquiries including but not limited to payoff letters, escrow posting and insurance tracking, assist with monthly reconcilements, preparation, review and digital indexing of file documents with accuracy and completeness. This list is not to be construed as exclusive or all-inclusive; other duties may be required and assigned. Essential Duties and Responsibilities: Services current loan portfolio. Ensures accurate data entry of new loans, disbursements, extensions, payments and payoffs. Process and input commercial property loans. Commercial processing includes: Thorough review of each new commercial real estate loan request to anticipate needs. Regular communication with the lender, underwriter, vendors and clients throughout the process. Learn and follow commercial procedures and workflow while being adaptable to changes according to individual file needs or procedural changes. Post-closing upload to core, perfecting security interest and funding. Process and input non-real estate loans with accuracy and communication with the lender. Post closing upload to core, perfecting security interest and funding. Post-closing residential real estate processing includes recording, disbursement, invoice payment, upload to core and document image retention. Maintain bank’s loan records including imaging documents and filing. Answers telephone, email and walk-in clients with routine inquiries regarding insurance, escrow, payoffs, payment history, and other loan details. Become a subject matter expert on all available products and relevant guidelines, policy and procedures for those products. Review daily edit and balancing reports, monitors loan advances, maintenance, disbursements and payment processing, books new loans, loan payoffs, billing changes and interest calculations. Review non-real estate loans for pre-closing accuracy. Review commercial real estate loans for pre-closing accuracy. Review loans post-closing for input and compliance. Organized, detail-oriented, and comfortable dealing with numbers. Must be able to think “outside of the box” for problem solving and excellent customer service. Communicate documentation requests with lenders, vendors and customers and perform follow up to ensure requested documentation is received and imaged in a timely manner. Process and document construction draw requests. Works closely with builders, surveyors, insurers and lenders. Prepare monthly reports for vendor payments and audits. Complete loan changes as requested by loan officers, processors, underwriters, etc. and ensure accurate records on loans Communicate with lenders and customers on missing or insufficient documentation and perform follow up to ensure requested documentation is received in a timely manner Perform additional servicing duties including, but not limited to; resolving credit reporting disputes, prepare annual escrow analysis, disburse and remit escrow premiums, delinquent tax letters and payments, force placed insurance servicing, insurance claim disbursements. Client Satisfaction Maintain high expectations and standards for quality customer service Support bank goals Pleasant, respectful, and courteous in all interactions with clients and co-workers Staff Development Attend and participate in-service scheduled training, educational classes and meetings to maintain current and compliant. Attend and participate in required on site BSA/AML, IT, HR and Compliance in-service training programs as mandated by federal, state and local regulatory agencies and Brannen Bank policy. Satisfactorily complete all required Bank Secrecy Act/Anti-Money Laundering/OFAC compliance training and comply with all regulations which apply within the scope of the position Safety Report all accidents and incidents observed Identify emergency situations and respond appropriately Follow established policies and procedures for worker Report all hazardous conditions and equipment to supervisor immediately Operate all equipment in a safe manner. General Responsibilities Complete all assigned tasks in a timely manner as instructed by supervisor Adhere to work schedules in completing and performing assigned tasks Cooperate with department personnel, as well as other bank personnel to ensure that services can be adequately maintained to meet the needs of the client Adhere to established employee policies QUALIFICATIONS To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skills, and ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. EDUCATION REQUIREMENTS AND EXPEREIENCE High School Diploma or GED Minimum 6 months experience in a customer service industry. Some college background preferred; business or related degree is a plus Detailed knowledge of lending products, including residential, consumer and commercial regulations. Experience in solving practical problems and the ability to resolve problem with a variety of variable in situation where only limited standardization exists. Experience in developing, training, leading, inspire and motivating teams. Strong knowledge of PC skills to include Microsoft office products such as Excel and Word. Prefer knowledge of Jack Henry, Laser Pro and MortgageBot. KNOWLEDGE, SKILLS AND ABILITIES: Language Ability: Must be able to read, write, speak and understand the English language Mathematical Skills: Ability to add subtract, multiply, and divide in all units of measure, using whole numbers common fractions and decimals Ability to perform basic mathematical calculations; add, subtract, multiply, and divide. Cognitive Demands: Demonstrated understanding to carry out instructions furnished in written, oral and diagram form Identifies and resolves problems in a timely manner Ability to prioritize and plan work activities Ability to organize tasks and work area Demonstrates an interest in working in banking. Competencies: Customer Relations – Interact and maintain positive customer relationships by treating customers in a polite and courteous manner; Manages difficult or emotional customer situations; responds promptly to customer needs; Treat people with respect; inspires the trust of others, works with integrity and ethically. Upholds organizational values; excellent oral and written communication skills, as well as exceptional customer service skills Judgement – Applies policies/procedures to the individual situations of customers; effectively explains policies/procedures to customers or prospective customers. Determines which situations should handle versus those that should be handled by a supervisor/manager. Attention to Detail – Reviews and own work and avoids mistakes/errors by performing activities that require the application of basic mathematical and reasoning skills; Excellent organizational and follow-through skills. Business Acumen – The ability to obtain essential information about a situation, focus on the key objectives, recognize relevant options available for a solution, select an appropriate course of action and set in motion an implementation plan to accomplish the end goal. Make adjustments as necessary to keep the activity moving forward. ENVIRONMENTAL ADAPTABILITY Works primarily indoors in a climate controlled setting. PHYSICAL REQUIREMENTS The physical demands described below are representative of those that must be met by an individual to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. How much on-the-job time is spent in the following physical activities? Show the amount of time by checking the appropriate boxes below. None 1/3 2/3 Over 2/3 Stand, Walk X Sit X Use hands, handle or feel X Reach with hands and arms X Climb or balance X Stoop, kneel, crouch or crawl X Talk or hear X Does this job require that weight be lifted or force be exerted? If so, how much and how often? Check the appropriate boxes below. None 1/3 2/3 Over 2/3 Up to 10 lbs X Up to 25 lbs X Up to 50 lbs X Up to 100 lbs X > 100 lbs X Does this job have any special vision requirements? Check all that apply. X Close vision (clear vision at 20 inches or less) X Distance vision (clear vision at 20 feet or more) X Color vision (ability to identify and distinguish colors) X Peripheral vision (ability to observe an area that can be seen up and down to the left and right while eyes are fixed on a given point) X Depth perception (three-dimensional vision, ability to judge distance and spatial relationships) X Ability to adjust focus (ability to adjust the eye to bring an object into sharp focus) ______ No special vision requirements