Loan Servicing Senior Specialist

: **If you are a current FIB employee, please apply through the Career Worklet in the Employee Portal . This position may be located in our Spokane, WA Downtown and Great West Center in Billings, MT What's Important to You We know your career is just one aspect of a meaningful, complex, and demanding life. That's why we designed our compensation and benefits package to provide employees and their families with as much choice as possible.

• Accrue and use your paid time off (PTO) immediately - no waiting period - plus paid federal holidays in addition to PTO.
• Through our Child Care Assistance Program, First Interstate will contribute up to $1,500 per eligible dependent, with a max of $4,500 annually.
• We prioritize wellness by offering eligible employees $25 per month, or $300 per year, toward a fitness club membership or exercise-related classes.
• The health and happiness of the places we call home matter to us. Learn a little more about what we do for the communities we serve and why we want YOU to be a part of it.

We encourage you to apply. Reach for what you want and tell us why your work ethic and willingness to learn make you a natural fit for #TeamFirstInterstate. SUMMARY The Loan Servicing Senior Specialist will be responsible for various duties supporting the loan servicing team. These duties can include management of insurance for various loan products, general customer service, conduct loan level research with root cause analysis, creating and delivering procedures and training, and interfacing with other support functions outside of Servicing such as IT, Secondary, Commercial and Consumer Loan Servicing, and the Home Loan Operations team. The role requires technical and business acumen, the ability to work autonomously, and strong time and task management skills. ESSENTIAL DUTIES & RESPONSIBILITIES include the following: other duties may be assigned.

• Assist with customer service calls regarding account inquiries, problem solving and complaint resolution.
• Ensure appropriate insurance coverage is in place for all serviced loans, to include vendor communication and customer outreach when necessary.
• Payment, payoff and reconveyance processing
• Updating data in the servicing core system, and documenting customer contact
• Ensure compliance with all regulatory and investor guidelines.
• Engage in process improvement activities.
• Document and publish policies and procedures.
• Act as a first level escalation point for complex customer inquiries.

QUALIFICATIONS To perform the job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. EDUCATION & EXPERIENCE Bachelor's degree (BA/BS) from a college/university with a degree in Finance or Business or other relevant field and 1- 3+ years' experience in Lending Operations OR an equivalent combination of experience and education. Familiar with operational processes, procedures, systems, and loan servicing regulations preferred. LANGUAGE SKILLS Ability to read and comprehend instructions, correspondence, and memos. Ability to compose professional correspondence to customers and management team. Ability to effectively present information one-on-one and in group situations to customers and other employees of the organization. MATHEMATICAL SKILLS Ability to calculate in all units of measure using whole numbers, fractions, and decimals. Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages, area, circumference, and volume in all units of measure. Ability to apply concepts of basic algebra and geometry. REASONING ABILITY Ability to apply common sense understanding to carry out instructions furnished in written and/or oral form. Ability to solve practical problems and deal with a variety of situations. Ability to interpret documents to ensure they are correct. OTHER SKILLS & ABILITIES Ability to work independently, to prioritize and manage deadlines and to follow instructions. Effective communication skills with ability to collaborate with other teams for corrections or clarification to complete research. Problem solving skills are necessary to carry out daily tasks. Must have the ability to exhibit a positive and professional attitude, even in difficult situations. PHYSICAL DEMANDS While performing the duties of this job, the employee is regularly required to use hands to finger, handle, or feel; reach with hands and arms; and talk or hear. The employee frequently is required to walk, sit, and climb or balance. The employee is occasionally required to stand and stoop, kneel, crouch, or crawl. The employee must occasionally lift and/or move up to 10 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, and ability to adjust focus. WORK ENVIRONMENT The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The noise level in the work environment is usually moderate. COMPENSATION & BENEFITS We offer a competitive total compensation package including base salary and benefits. The anticipated pay range for this position is $26.59 to $37.98 per hour in WA and depends on a variety of non-discriminatory factors including, but not limited to, job-related knowledge, skills and experience, education, and geographic location. Benefits include, but are not limited to, medical, dental, vision, short-term and long-term disability benefits and life insurance, flexible spending accounts, health savings account, employee assistance program, 401(k), Paid Time Off (new hires accrue at .069 per hours worked which equates to approximately 18 days per year inclusive of paid sick time) and up to 11 paid Federal holidays. For more information regarding our benefits, please visit . **If you are a current FIB employee, please apply through the Career Worklet in the Employee Portal .