Loan Servicing Representative

Position Description: Loan Servicing Representative

The Loan Servicing Representative is responsible for performing a comprehensive range of loan servicing functions supporting commercial, residential real estate, and consumer loan portfolios. This role ensures the accurate boarding, maintenance, reconciliation, reporting, and closure of loan accounts while maintaining compliance with all applicable regulations, policies, and procedures. The Loan Servicing Representative serves as a key operational resource by providing exceptional support to customers, lenders, and internal departments while ensuring the integrity of loan records and servicing processes.

Principal Duties and Responsibilities:

• Enthusiastically support the Bank sales function by providing exceptional service to internal and external customers of the Bank.
• Professionally manage customer and employee inquiries and maintain confidentiality of customer account information in accordance with established policies and procedures.
• Process and verify posted transactions, loan advance requests, maintain automatic payment arrangements, and loan account maintenance, verifying transactions were post accurately and timely.
• Board new loans to the core processing system and ensure all required loan information is accurately entered. Disburse loan proceeds and process related funding transactions.
• Perform quality control reviews of new and renewed loan documents against the core banking system, including exception tracking, electronic imaging, and file maintenance.
• Monitor and process paid loan files supporting loan closure functions and provide paid documents and related correspondence to customers and appropriate third parties upon request.
• Satisfy previously recorded documents at the Register of Deeds, including liens placed at the Department of Motor Vehicles and Department of Natural Resources, terminate UCCs, and cancel flood certificates when applicable.
• Reconcile loan-related reports, records, and general ledger accounts; and monitor and prepare index rate changes.
• Report, remit payments, and reconcile loans sold on the secondary market, including Federal Home Loan Bank and Freddie Mac loans, as well as SBA reporting.
• Apply participation payments, verify our records against originating lender records, request funds from participating financial institutions, and report or wire payments to participating financial institutions.
• Coordinate with third-party insurance and tax monitoring vendors to ensure appropriate tracking of hazard insurance, flood insurance, and property taxes associated with mortgage-secured loans.
• Establish escrow accounts, disburse funds for taxes, insurance, and PMI/USDA payments, and oversee the annual escrow analysis.

Additional Duties and Responsibilities:

• Assist with creating and updating Standard Operating Procedures for the Loan Servicing Department's processes, tasks, and responsibilities.
• Maintain current knowledge of loan servicing practices, keep abreast of new and changing regulations, and develop professionally on a continuing basis. Participate in internal and external training and development opportunities as required.
• Perform other duties as may be necessary to fulfill the responsibilities of this role.
• Fully comply with all applicable enterprise policies and procedures. Acts in compliance with all applicable laws and regulations as outlined in training materials, including but not limited to Bank Secrecy Act. Responsible for reporting suspicious activity to the AML/CFT team.

Knowledge, Skills, and Abilities:

• High school diploma or equivalent and a minimum of two years of banking or related experience required.
• Computer literacy including experience with Office Suite, MS Word, Excel, and other computer software products.
• Ability to plan and prioritize a diversified workload, multi-task; exercise good judgment in all areas of responsibility; and work effectively under pressure and deadlines.
• Independent critical thinking skills, high attention to detail, and ability to analyze data and provide practical solutions.
• Communication skills with ability to effectively communicate and problem-solve with customers and employees.

Working Conditions:

Work is performed in a pleasant office environment with minimal chance for personal injury. Frequent mental concentration is necessary for listening and responding to various situations. Must be able to lift and move up to 20 pounds unassisted. Some twisting, bending, and turning is required. Work hours are generally during normal business hours and average 40 hours a week.

This role description describes the general nature and level of work performed by employee assigned to this role. It does not state or imply that these are the only duties and responsibilities assigned to the role. The employee may be required to perform other job-related duties as requested by management. All requirements are subject to change over time, and to possible modification to reasonably accommodate individuals with a disability.

This role description does not constitute an employment agreement between the employer and employee and is subject to change by the employer as the needs to the employer and requirements of the role change.