Loan Servicing Specialist

POSITION SUMMARY Provides high quality customer service to customers, investors and bank personnel for all residential and consumer loan products offered by the Bank. Furnishes information, answers questions, and performs specialized servicing tasks to ensure that the loans the bank owns or services are properly maintained. Responsible for boarding and funding new loans from Encompass to Insight, monitoring ongoing hazard and flood insurance coverages, including performing force placed insurance. The incumbent will also ensure payment of all insurance types, taxes, and private mortgage insurance. Performs annual escrow analysis, processes loan payoffs, remits investor payments, reconciliations, and reporting timely. In addition, the incumbent will answer customer phone calls, research loan accounts to satisfy customer inquiries, monitor and/or maintain department reports and perform any other loan servicing functions, as needed. ESSENTIAL FUNCTIONS Reviews Encompass and exports all loans submitted to boarding on the correct disbursement date. Completes full loan boarding activities based on the documents provided. Coordinates with the originations team to board and disburse each loan on the proper dates. Performs construction loan activities to include review of the draw requests, funding the disbursements, and converting to permanent mortgage upon construction completion. Responds to customers, bank staff and investor inquiries or concerns related to the servicing of an account. Researches problems and adjusts the core system, as required, and approved by management, when applicable. Sets up Investor Loans on the core system and performs the related tasks associated with boarding this loan type. Remits timely monthly payments and reports to all the loan investors. Processes timely payments of taxes, homeowner’s insurance, private mortgage insurance, and condo fee bills from the customers’ escrow accounts. Performs annual escrow analysis. Monitors for home equity lines of credit going into their repayment period and perform the required file maintenance. Communicates to customers that their draw period will be expiring in a timely manner. Balances various general ledger and custodial checking accounts as required. Reviews interest rate changes on adjustable customer’s accounts for accuracy. Updates interest rate indexes for the Bank’s loan products on a daily, weekly, monthly basis or as required. Processes loan modifications and subordination agreements. Performs account maintenance (e.g., reversals, late charge waivers). Responds to payoff requests to include preparing payoff quotes, required payoff documentation and mortgage releases timely and within state requirements. Monitors and maintains all department loan reports on an ongoing basis to identify and correct problems. Updates property insurance policy information on the core system on an ongoing basis. Monitors property insurance coverage (hazard and flood) and perform forced place insurance procedures in accordance with the applicable regulations, as needed. Monitors and maintains separate files for loans covered by flood insurance. Monitors the payments of property taxes on mortgage loans that do not escrow for taxes. Contacts customers regarding their requirement to pay their taxes. Adds a monthly escrow payment to the customer’s bill if the customer fails to resolve the delinquent tax issue. Follow-up to ensure all recorded deeds are received and that recording information is input into the loan servicing core system. Processes incoming and outgoing mail. Performs record retention procedures (e.g., boxing, paring down files). Supports document imaging initiatives. Complies with all Bank policies, procedures, BSA, Deposit and Lending regulations. Maintains a general understanding of Residential and Consumer loan origination process and updates the servicing procedures as these processes change. Performs other related duties as required. REQUIRED EDUCATION / EXPERIENCE / SKILLS Post high school education with one (1) to three (3) years mortgage loan servicing experience or some comparable combination of education and experience. An accounting background is helpful. Knowledge of all pertinent regulations related to Residential and Consumer lending. Excellent written and verbal communications skills. Strong customer service orientation. Proficient operation of the Bank’s loan servicing system and Microsoft Software such as Word, Excel, and Outlook. Working knowledge of the Bank’s loan product offerings, Bank loan regulations and the Bank’s loan policies and procedures. Ability to interact with co-workers and customers in a positive manner. Ability to exchange information with others clearly and concisely: to present ideas, facts and technical information. Ability to perform under stress when confronted with critical timeline constraints and large work volumes. Ability to perform a variety of duties within the department, after receiving appropriate cross training, without the loss of efficiency or composure. Ability to receive guidance and supervision and follow work rules and procedures. Ability to meet deadlines, and to meet punctuality and attendance standards. Ability to systematically identify task requirements and monitor progress towards accomplishment. Ability to maintain relationships that facilitate task accomplishment, to cooperate and resolve conflicts, to recognize needs and be sensitive to others and to convince and persuade. Ability to work independently as well as in a team‑based environment. Ability to learn quickly with a strong attention to detail and problem‑solving. Windsor Federal Bank, an Equal Opportunity Employer, offers a competitive compensation and benefits package including vacation, personal days, paid sick time, holidays, participation in a 401(k) plan, and profit sharing. An Equal Opportunity Employer #J-18808-Ljbffr