Loan Service Representative

Loan Service Representative

The Loan Service Representative supports the daily operations of the Consumer Loan Department by overseeing the processing and servicing of closed consumer loans and providing guidance to loan service staff. Reporting to the Assistant Vice President, this role ensures accurate, timely, and compliant loan servicing while delivering exceptional customer service to both internal and external customers. The position plays a key role in maintaining loan portfolio integrity, resolving customer inquiries, and ensuring all loan documentation, payments, and escrow activities are processed correctly in accordance with bank policies and regulatory requirements.

Essential Duties and Responsibilities:

• Respond daily to customer inquiries on existing loans, referring requests to the Loan Service Manager when needed.
• Service and maintain all loans on bank portfolio based on customer needs.
• Provide exceptional customer service to internal and external customers.
• Process loan payments and general ledger transactions.
• Quote payoffs and prepare discharges on loans secured by real estate.
• Upload closed loans to mortgage system and to storage database.
• Confirm accuracy of borrower and loan in bank's core processing system.
• Review all closing documents for completeness and accuracy. Advises attorney of any necessary changes to correct errors on final documents.
• Prepare and deliver original documentation to bank vault for safe keeping.
• Balance and process escrow disbursements.
• Complete all yearly compliance training and testing and comply with bank, federal, and state regulations. Comply with bank policies and procedures. Adhere to departmental and bank wide service standards.
• Other related duties as required.

Education and Experience:

• High School diploma or General Education degree (GED)
• OR one to three months related experience and/or training
• OR equivalent combination of education and work experience

Computer Skills:

• Knowledge of computer applications including Microsoft Word, Excel and Access

Skills Required:

• Excellent verbal and written communication skills
• Strong interpersonal and customer service skills
• High level of organization and attention to detail
• Desire to learn consumer lending products and services

Work Environment and Physical Demands:

• The working conditions and physical demands described here are representative of those that must be met by an associate to successfully perform the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.
• While performing the duties of this job, the associate is regularly required to sit, use hands to sort, write and keyboard, and to listen and speak. The associate is frequently required to reach, walk, stoop, crouch. The associate is occasionally required to stand, lift, bend, drive and travel.
• The associate may work offsite at community, financial education and bank-at-work events several times a year and occasionally makes business calls with the Banking Center Manager.