Loan Servicing Clerk II

At First Mid, base salary is one component of our Total Rewards program.Exact compensation is determined by factors such as (but not limited to) education, skills,internal equity,and experience.This position offers additional compensation in the form of discretionary short-term incentives (i.e. bonus, incentives, and/or commission). Benefits for this role include comprehensive healthcare, well-being benefits, paid family leave as well as generous paid time off. Total Rewards also include banking perks, tuition reimbursement, an Employee Stock Purchase Plan, and a 401K plan with company match. Incentives and benefits are subject to eligibility requirements.

As a Retail Loan Servicing Clerk II, you will be responsible for providing centralized loan servicing support to bank’s branches, customers, loan operations and loan officers. Responsible for loan servicing encompassing customer support via phone or ticket, complex problem resolution, file maintenance validation and adherence to SLAs. Provides excellent service to both internal and external customers.

Responsibilities include, but are not limited to:

• Serve as primary point of contact for incoming customer service inquiries related to loans, via phone or ticket, while meeting established service level standards.
• Identifies and resolve payment related discrepancies in a timely and effective manner.
• Initiate and complete payment reversals and corrections in accordance with established procedures.
• Conduct reviews of billings notices and billing schedules to verify accuracy.
• Execute accurate and timely processing of various types of payments, including but not limited to electronic transfers, ACH transactions and wire transfers.
• Maintains full, in-depth knowledge and is highly skilled in all areas of loan servicing and tasks within the department.
• Provides exceptional customer service by phone or email to internal and external customers.
• Completes a variety of loan reports on a daily, weekly and monthly basis.
• Remains current and knowledgeable on local, state and federal regulations affecting functions of Retail Loan Servicing.
• Reviews final title policies for accuracy and works to ensure timely receipt of all required policies, resolving any errors or discrepancies in accordance with policy and investor requirements.
• Addresses escrow analysis inquires in accordance with RESPA and servicing guidelines.
• Accept and review Successor in Interest applications and collect supporting documentation for bank decision making.
• Monitor and process alerts for fraudulent activity and frozen credit lines.
• Ensures timely and accurate processing of force-placed insurance premiums and refunds on customer accounts.
• Assists in answering questions and providing training to teammates when needed.
• Responsible for performing a variety of miscellaneous duties, including:
  • Reversing payments related to returned checks
  • Processing loan construction disbursements
  • Responding to subpoena and summons by providing requested documentation to the Tax & Legal Department
  • Conducts daily reconciliation of the non-posted transactions
  • Conducts daily reconciliation of departmental general ledgers

General

• Completes required training specific to job responsibility.
• Performs other related duties as assigned.

Qualifications

Education/Experience:

• High School Education or equivalent.
• 3+ years of clerical or banking experience

Skills:

• Proficient in Microsoft Office products.
• Thorough understanding of loans, loan system and data system.
• Detailed information must be handled in an accurate, timely and confidential manner.
• Must be able to handle a significant workload of varying tasks.
• High Level of interpersonal skills with the ability to interact professionally with the team as well as internal and external customers.
• Ability to gain a comprehensive understanding of internal policies and procedures as well as state and federal laws and regulations governing Loan Servicing functions to ensure compliance upon completion of individual job duties.

Total Rewards:

• Competitive health, dental & vision coverage with HSA match
• 401(k) with employer match + Employee Stock Purchase Plan
• GenerousPTO, paid holidays & parental leave
• Tuition reimbursement & performance-based bonuses

First Mid Bancshares, Inc., is an Equal Opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, gender identity, sexual orientation, protected veteran status, or any other applicable federal or state-protected classification.

THIS JOB DESCRIPTION DOES NOT CONSTITUTE A CONTRACT FOR EMPLOYMENT