Loan Servicing Specialist

Summary/Objectives

Fosters a positive and professional customer service experience during all interactions with customers, co-workers and third party relationships while adhering to proper customer identification procedures and confidentiality requirements. As part of the Loan Servicing Team, this position is responsible for handling telephone and digital inquiries from internal and external customers. Handles and performs appropriate follow-up tasks including on-going communication with the requestor. Cooperates with other members of the department to achieve departmental goals.

Essential Functions

1. Maintain a consistent voice to answer internal and external customer requests, process loan payoffs, payment history requests, billing disputes, and information requests while conveying to the customer their importance to Pathfinder Bank. Loan Servicing Specialists must respond to inquiries and requests within 2 hours, or prior the end of the business day.
2. Performs necessary follow-up tasks for customer inquiries and research requests, including ongoing communication with the requestor.
3. Process daily received or returned mail for the Lending and Loan Operations departments.
4. Prepare and distribute daily rate sheets, including obtaining the most recent rates from the appropriate services.
5. Processing of advances for loans in process and lines of credit.
6. Daily/Monthly reports including Line of Credit Reviews, Bank Check Logs, as well as others.
7. Complete credit confirmations and prepare payoff letters.
8. Facilitate automatic loan payments via internal transfer, or work with other departments to provide proper documentation for external transfer setups.
9. Maintain proficient knowledge of, and demonstrate ongoing compliance with all laws and regulations applicable to this position, ensure ongoing adherence to pertinent policies, procedures, and internal controls, meet all job-specific training requirements in a timely fashion.

Secondary Functions

1. Perform various clerical duties including ordering supplies for the department.
2. Monitor and act upon system-generated exception reports.
3. Provide assistance wherever necessary to help the Loan Operations Department and the Bank in achieving their annual goals.
4. Completion of regulatory compliance training as assigned.

Competencies

• Customer Service Expertise
• Intermediate Computer Skills
• Communication
• Customer Focus
• Creative Thinking
• Professionalism
• Business Fundamentals

Supervisory Responsibility

None

Work Environment

This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, printers and filing cabinets.

Physical Demands

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. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to sit or stand at a desk, listen and speak on a phone, and work on a computer. There may be occasional lifting and transporting of up to 25 pounds. The employee must have physical strength to handle routine office materials and tools. Dexterity of hands and fingers.

• High school diploma or equivalent.
• Ability to multitask, prioritize, and meet deadlines in a fast paced environment
• Intermediate computer skills (Microsoft Word and basic Excel)
• Strong communication skills, both oral and written
• Excellent internal and external customer service skills
• Strong administrative and organizational skills
• Detail oriented, resulting in quality work output
• Strong mathematical skills and/or accounting background
• Demonstrate willingness to learn department skill sets, including product knowledge and compliance
• Applicants must be willing to perform all necessary job functions and uphold all customer confidentiality

Preferred Education, Experience and Qualifications

• 3-5 years banking experience
• Knowledge of Federal and State Banking Regulations
• Knowledge of core and front end data processing systems

Other Duties

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for these job duties, responsibilities and activities may change at any time with or without notice.

Compensation details: 17-21 Hourly Wage

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