Retail Loan Servicing Specialist

Retail Servicing Specialist

The Retail Servicing Specialist is responsible for the day-to-day administrative and servicing of retail loan accounts, ensuring accuracy, compliance and excellent customer service. This role involves managing loan payments, escrow accounts, inquiries, and problem resolution while supporting regulatory and investor guidelines. The specialist works closely with borrowers, internal departments, and external partners to maintain loan integrity throughout the life of the loan.

Essential Functions:

Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

Process and apply loan payments, payoffs, adjustments, and account maintenance activities.

• Maintain escrow accounts for taxes, insurance and other disbursements.
• Process loan servicing tickets within SLA time frames.
• Monitor loans with flood insurance and force-placed policies to meet regulatory requirements.
• Review and analyze borrower inquiries regarding billing, payment history, escrow analysis, and account status.
• Research and resolve discrepancy payment issues, or customer complaints in a timely manner.
• Research, process and track tax interim bills and assessments for construction mortgages and re-analyze escrow accounts.
• Perform a variety of retail loan servicing process tasks including auto-transfer setups, drafting loan payoff statements, reviewing and executing on the monthly escrow analysis report.
• Research and report on insurance cancellation issues.
• Assist with audits, regulatory reviews and quality control testing related to loan servicing.
• Performs such other duties as may be required by the position.

Required Education and Experience:

• High school diploma or equivalent required.
• 2-4 years of relevant experience.
• Knowledge of retail loan products, loan documentation, escrow administration, and regulatory requirements.
• Ability to have attention to detail and accuracy in account management and recordkeeping.
• Ability to prioritize and manage multiple tasks in a fast-paced environment.
• Proficiency in loan servicing systems, Microsoft Office Suite, and document management tools.

Competencies:

• ENB Operational and Functional Competencies

Supervisory Requirements:

This position has no supervisory responsibilities.

Work Environment:

This job operates in a professional work environment. This role routinely uses standard office equipment such as computers, monitors, mouse, keyboard, phones, printers, scanners, photocopiers, filing cabinets, calculator, and fax machines. Due to physical location of this position, phone ringing, and people conversing, it may be difficult to hear at times and therefore easily distracting.

Physical Demands:

Ephrata National Bank promotes an equal opportunity workplace, which includes reasonable accommodations of otherwise qualified disabled applicants and employees. The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

While performing the duties of this job, the employee is regularly required to talk or hear. Specific vision required by the job includes close vision, distance vision, and ability to focus. While this position is primarily sedentary, the employee is frequently required to stand, walk, use hands to finger, handle or feel objects or controls, reach with hands and arms, bend, balance, stoop, kneel, and crouch. The employee must be able to lift and/or move up to 25 pounds including standard computer and copy paper boxes, and must be able to open and close filing cabinets and drawers.

Position Type and Expected Hours of Work:

This is a full-time position. Days and hours of work are Monday through Friday, 7:30 a.m. to 4:30 p.m. or 8:00 a.m. to 4:30 p.m. Flexibility of schedule to meet business needs is required.

Travel:

No travel is required for this position.

Pay Transparency:

Salaries may vary based on geographic location, market data, and individual skills, experience, and education. This role is incentive eligible with the payment based upon company, business and/or individual performance.

Benefits:

Additionally, as part of our Total Rewards program, Ephrata National Bank offers a comprehensive benefits package to eligible employees. This includes medical plans with prescription drug coverage; health savings account and/or flexible spending account; dependent care flexible spending account; dental and vision insurance; life insurance; 401(k) program with employer match and Employee Stock Purchase Plan; paid time off programs including holiday pay, jury duty, and bereavement; disability insurance coverage and maternity and parental leave; educational assistance and a robust wellness program with financial incentives.

To learn more about your potential eligibility for these programs, please visit About | Careers | Benefits | Ephrata National Bank.

EEO Statement:

Ephrata National Bank supports a diverse workforce and is an Equal Opportunity Employer. It is the policy of Ephrata National Bank to provide equal employment opportunities without regard to race, ethnicity, color, religion, sex, national origin, age, disability, marital status, covered veteran status, sexual orientation, gender identity, genetic information or any other protected characteristic applicable under law. The bank complies with all relevant federal, state, and local laws, as well as, all regulations regarding nondiscrimination.

This job description reflects management's assignment of essential functions and position responsibilities. Nothing in this job description restricts management's rights to assign or reassign duties and responsibilities to this job at any time. The employee is expected to adhere to all of Ephrata National Bank's procedures and to act as a role model in the adherence to bank policies.

Acknowledgement:

Employee electronic signature constitutes the employee's understanding of the requirements, essential functions and duties of the position.