Position is responsible for (1) Responding to customer service requests on a daily basis through phone, email or as assigned by Manager or Team Lead. (2) Performing customer follow-up daily to resolve or provide updates on any open customer inquiry (3) Handling internal or external customer inquiries related to general customer service for consumer, commercial, and mortgage loans or other loan inquiries. (4) Ability to key or upload consumer loans, mortgage loans, commercial loans into the core processing system as well as processing all loan drafts and modifications. (5) Keying monetary transactions (6) Performing system file maintenance on existing loan data and transactions. (7) Year-end processing, keying and knowledge of 1098, 1099C, and 1099A forms (8) Working knowledge of general ledgers (9) Completing credit inquiries and verifications (10) Disbursing escrowed funds for taxes, life insurance, homeowner’s insurance (11) Processing loan payments received in daily mail. (12) Reviewing and updating operating policies and procedures specific to the Loan Servicing functions (13) Maintaining department service-level standards and providing exceptional customer service to internal and external customers (14) Partnering with internal customers to help achieve the business goals of the bank (15) Providing support for internal and external Loan Servicing functions (16) Adhering to the internal loan policy and procedures of the bank as well as adherence to compliance regulations and state/federal banking laws (17) Adhering to regulatory requirements of the Bank Secrecy Act, Anti-Money Laundering, Customer Identification Program and OFAC.

Required Education:

• High school graduate or equivalent

Preferred Education:

• Associate’s degree from a two-year college in business related field or bachelor’s degree in business or finance from a four-year college or university

Required Experience

• Previous work experience servicing consumer, commercial, and mortgage loans

Preferred Experience

• Fiserv core processing and loan servicing experience
• Nautilus

Required Skills

• Ability to read, analyze and apply policies and procedures, and interpret business and procedural documents
• Ability to multi-task, organize and prioritize assignments
• Ability to calculate figures and amounts
• Ability to carry out instructions and deal with standard situations with minimal supervision
• Must have problem solving ability
• Attention to detail
• Time management skills
• Must have excellent customer service skills, interpersonal skills and communication skills to effectively deal with various levels of internal and external customers
• Proficient personal computer skills including Microsoft Outlook, Microsoft Word and Excel spreadsheets
• Ability to work well in a team environment

Preferred Skills

• A demonstrated use of advanced computer skills
• Bilingual