Position Title: Retail Loan Servicing 1

Department: Loan Servicing

Position Reports to: Loan Servicing Management

Position Supervises: No Direct Reports

Position Summary:

Ensure Mortgage and Consumer loans process on the mainframe system as directed by the note. The position includes the responsibility of any ancillary systems needed to service the loan. Provide excellent support to bank personnel, auditors and examiners using the banks OWN IT core values.

Duties and Responsibilities:

• Provide excellent customer service to all Internal and External customers of the bank using the banks OWN IT core values.
• Basic data entry processing, understanding how some fields in various applications affect changes made to avoid errors that would impact customer relations.
• Basic knowledge of First Federal Bank’s policies and procedures, demonstrates ability to apply knowledge to make basic decisions that are within the individuals bounds.
• Responsible for completion of time sensitive job duties as instructed.
• Completes department self-assessments.
• Performs maintenance and monetary transactions as instructed.
• Provides research services as needed.
• Scan, Index, and retrieve documents using document imaging system.
File and maintain all mortgage/consumer loan files
• -both physical and imaged files
• Assist in the process during audits, exams and mergers.
• Familiar with automatic transfers, consumer complaints and when to escalate a complaint, participations, PMI, flood, 1098 reporting, some general ledger balancing and other servicing related functions.
• Communicate with internal/external customers to satisfy inquiries on Escrow or Insurance issues, perform corrective actions, process shortage payments, adjust customer accounts and provide required correspondence to the customer.
• Ensure all taxes are paid.
• Prepare letters and reports as instructed.
• Complete daily/weekly/monthly rotational items as assigned.
• Complete other duties as assigned.

Education, Certification, License and Experience:

• High school graduate or equivalent.
• 0-3 years banking or related experience. Knowledgeable on PC’s; understanding of network; proficient on the bank’s mainframe system; good communication skills; good time management skills.
• Escrow Servicing Experience Required

Skills and Knowledge:

• Ability to read and comprehend instructions, short correspondence, and memos; Ability to write simple correspondence; Ability to effectively present information in one-on-one and small group situations to customers, clients, and other employees
• Must have knowledge of loan types, products, the core banking system and excellent customer service skills. Knowledge of Excel and Word are needed.
• Understanding of Bank’s policies and procedure; Understanding of applicable regulations and laws; Knowledge of commonly used concepts, practices and procedures within the assigned fields.
• Responsible for knowing and ensuring compliance with applicable laws, regulations and guidelines, as detailed in policies that include but are not limited to Bank Secrecy Act and other applicable anti-money-laundering rules, Fair Lending, Community Reinvestment Act, Gramm-Leach-Bliley Act, and other laws and regulations as they pertain to the positio