Loan Servicing Representative - Full-Time

Loan Servicing Representative

Job Location: Fargo Corporate Office

Job Location Type: On-Site

Schedule: 8-5 M-F

The Loan Servicing Representative provides prompt and accurate service related to personal, mortgage, and business loans in accordance with Gate City Bank's values, policies, and procedures as described below.

Essential Functions

• Maintain knowledge of loan attributes to perform tasks and file maintenance related but not limited to; loan balances, payments, interest, payoffs, automatic payments, modifications, insurance and title tracking.
• Deliver supervisor customer service by providing information and/or solutions for external customer questions/requests received by phone, email, alternative message sources and occasionally in person.
• Support and coach retail and other department team members by providing customer service via the Peer Assistance line (PAL).
• Apply critical thinking with the ability to problem solve and prevent errors, to read and interpret loan documents, and complete simple interest calculations.
• Communicate with title, insurance, and government agencies to understand requirements, follow procedures, perform research, and resolve issues.
• Prepare documents, review reports and resolve errors to achieve lien perfection and acceptable insurance requirements on all secured non-real estate loans.
• Proficiency in Microsoft Excel and Microsoft Word to assist in pulling, reviewing, and creating reports and preparing mail merged letters.
• Complete monthly general ledger account balancing and meet auditing and compliance requirements.
• Be a Subject Matter Expert (SME) for assigned tasks/role and assist with training of team members.

Other Duties

• Deliver a consistently exceptional service experience for both team members and customers.
• Build and maintain effective working relationships with team members, leaders, customers, and external partners.
• Demonstrate reliability and accountability in attendance to support operational needs and service expectations.
• Comply with all Gate City Bank policies, procedures, and all applicable laws and regulations.
• Maintain a high level of attention to detail and accuracy in all responsibilities.
• Exercise sound judgment and make timely decisions in a fast-paced environment.
• Utilize approved AI-enabled tools and technologies to enhance productivity, support problem-solving and decision-making, and drive efficiencies while exercising sound judgment and adhering to company policies, privacy standards, and responsible use expectations.

Education and Experience: Associate degree; two years of related experience; or equivalent combination of education and experience.

Other Skills:

• Strong oral and written communication skills.
• Interpret and use data for decision making.

EOE/including Disability/Vets

Member FDIC