Mortgage Servicing Specialist I

Pay Range: $22.50 - $26.40 (Hourly)

Position Overview:
This is a full-time career opportunity based in Bangor, Maine, offering both remote and on-site work options, with a requirement of a minimum of three days per week in the office. The Mortgage and Consumer Loan Servicing Specialist role entails servicing both the Bank's residential mortgage and consumer loan portfolios, implementing consistent controls to mitigate operational risk, and delivering exceptional customer service to internal and external clients. Specialists respond efficiently to customer requests, focusing on prompt resolutions and demonstrating a high level of proficiency with the Bank's core banking system (Jack Henry Silverlake).
Level I: Primary focus is on the personal development of skills and acquisition of knowledge related to the role. Quality of work is vital to success and development to higher levels.
Level II: Level I expectations of continued development of skills, acquisition of knowledge, and quality of work remain with additional focus on increasing production of work-product.
Level III: Level I and II expectations of quality, production, and continued development/knowledge growth remain with added responsibilities that may include training less-experienced associates, assisting with complex issues/projects, reviewing processes and procedures for improvement opportunities.

Key Accountabilities:

• Serve as the primary contact for internal and external customers regarding mortgage and consumer loan servicing, ensuring adherence to federal and state regulations.
• Maintain compliance with policies and procedures, maintaining internal and external audit readiness.
• Demonstrate understanding of mortgage and consumer lending processes and products, including end-customer usage and structure.
• Independently resolve complex customer issues accurately and timely, requiring contact with internal departments, external partners, and government agencies as necessary.
• Identify opportunities to enhance operational efficiency and accuracy through process improvements.

General Accountabilities:

• Ensure collateral interest is secured, manage lien perfection on collateral secured accounts, and ensure reporting accuracy with state agencies for collateralized loans.
• Process payments, reconcile accounts, and provide allocations to financial institutions and/or government entities.
• Evaluate requests for account modification/renewal for accuracy before conducting required transactions.
• Review and evaluate periodic reconciliations for specific general ledger accounts to manage loan exceptions.
• Conduct maintenance activities to update the system as process changes occur.
• Interact harmoniously with others, focusing on bank goals through teamwork.
• Perform additional duties as assigned, including providing training to colleagues.

Functional Areas/Tasks Include:

• New Loan Documentation Review
• New Loan Booking to Core System (Jack Henry Silverlake)
• Loan Modification Coordination and Processing
• Home Equity Loan Servicing
• Collateral Tracking and Discharges
• General Ledger Reconciliation
• General Loan Account Maintenance
• General Customer Service Activities (via Phone and E-Mail)
• Credit Bureau Reporting and Disputes

Key Competencies:

• Creativity/Innovation
• Adaptability/Flexibility
• Proactivity/Initiative
• Integrity/Ethics
• Interpersonal Skills
• Organizational Skills
• Vision/Values

Knowledge/Experience:

• College Degree Preferred
• High School Diploma or Equivalent Required
• Banking and/or Loan Experience Helpful

Skills:

• Committed to providing exceptional customer service.
• Strong computer skills with the desire to learn and apply new technology.
• Demonstrated ability to effectively communicate, verbal and written.
• Proven ability to meet goals and standards and perform in a fast-paced, challenging work environment.
• Capacity to work with little supervision and make independent decisions.
• Ability to research and solve problems.
• Ability to manage multiple tasks concurrently and prioritize accordingly.

Physical Demands/Conditions:

• General office environment
• Moderate lifting (to 35 lbs.) required, along with moderate reaching, walking, sitting, and standing.

Equipment Used:

• General office equipment

External and internal applications and position incumbents who become disabled must be able to perform the essential functions either unaided or with the assistance of a reasonable accommodation to be determined by management on an individual basis.