Loan Servicing Administrator 1

Location: Seville

Manager: Nikki Nagy

Loan Servicing Administrator 1 Job Summary

The Loan Servicing Administrator 1 is responsible for the timely and accurate processing of loan payments, payoffs, and escrow payments. Provides loan servicing support including, but not limited to the following: generates and review reports, mails customer statements, prepares loan modifications and responds to customer inquiries. Responsible to provide superior customer service to all Westfield Bank customers, both internal and external.

Essential Functions (primary functions and/or reasons the job exists in order of importance)

1. Provides superior customer service to all Westfield Bank customers through timely and accurate processing of loan payments and payoff.
2. Processes and posts payments for all areas of the Bank the day they are received, including Premium Finance, Commercial, Consumer and Mortgage loans utilizing Input 1and COCC. Notifies management daily of any exceptions.
3. Prepares accurate Bank deposits for all loan related checks daily.
4. Generates, reviews and distributes Digital Archive reports including, but not limited to, maturity reports, unapplied funds reports, rate change reports, and late notice reports.
5. Provides professional customer service to all incoming loan related emails from internal and external customers; responsible for error resolutions, account research, and responding to all emails received within 24 hours of receipt. Tracks and resolves issues using COCC Contact Manager.
6. Processes loan payoffs, which includes preparation of the closed loan checklist.
7. Tracks and resolves all customer inquiries and complaints received through Bank phone calls, voice mail, contact manager, and email to ensure exceptional customer resolution.
8. Maintains awareness, understanding and compliance with the Bank's internal policies and procedures, laws, and regulations appropriate for this position.
9. Provides assistance in response to regulatory and internal/external audit requests.
10. In the performance of respective tasks and duties, the employee is expected to gain and maintain knowledge of and ensure compliance with Bank Secrecy Act regulations and all other regulatory, security and bank policies. This includes but is not limited to the reporting of potential suspicious activity.
11. Travels occasionally in order to participate in special assignments, training, and/or travel between office locations.

Desired Qualifications/Experience/Certification/Education (in order of importance)

1. 1+ years of relevant banking and/or business experience.
2. 1+ years of customer service-related work experience.
3. Experience being accurate with a focus on attention to details via previous work assignments.
4. Experience with Microsoft Windows, Outlook, Excel, and loan servicing systems or transferable software packages.
5. Excellent oral, written and interpersonal communication skills resulting in the ability to interact with all levels of management and employee population.
6. The ability to work occasional overtime for special projects, when necessary.
7. High school diploma, GED, or demonstrated commensurate experience.

Physical Requirements (specific to the role)

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

• Ability to work effectively in an office environment for 40+ hours per week (including sitting, standing and working on a computer for extended periods of time).
• Ability to communicate effectively in a collaborative work environment utilizing various technologies such as: telephone, computer, web, voice, teleconferencing, e-mail, etc.
• Ability to travel as required.

This job description describes the general nature and level of work performed in this role. It is not intended to be an exhaustive list of all duties, skills, responsibilities, knowledge, etc. These may be subject to change and additional functions may be assigned as needed by management.

We are an equal opportunity employer/minority/female/disability/protected veteran.