Position Title:      Loan Servicer

Department:        Loan Operations

Classification:     Non-Exempt

Revised:               May 2026

Scope:

Under the direction of the Manager of Loan Operations, the Loan Servicer assists internal and external customers and assembles proper loan documentation for loan files.

Duties and Responsibilities:

1. Loan Servicer Responsibilities:

1. 1. Booking & funding new loans 

1. 1. Reviewing new loans & secondary market loans for proper approval, system accuracy and documentation requirements.

1. 1. Maintains financial institution loan records by reviewing various daily loan reports, which include but are not limited to the following:  Tickler, New Loans, File Maintenance, Interest Fluctuation, Non-Activated Loans, etc.

1. 1. Maintains financial institution participation loan records by booking new participation loans, communicating with various participating banks, monthly payment posting and various maintenance and review of participation loans.

1. 1. Booking participation loans, monthly remittance of payments, daily payoff processing, etc for FreddieMac loans.

1. 1. Handles maintenance of loan portfolios for the financial institution including modifications, collateral changes, interest rate adjustments, loan reversals/corrections, auto pay - new and changes, monitoring construction loan disbursement and escrow setup, payout, and analysis.

1. 1. Reviewing insurance policies (real estate & other collateral).  Updating the Core system for tracking & escrow.  Reviewing reports for insurance coverage and processing mortgage escrow payouts through third-party Vendor – Allied Insurance & Accumatch Tax Service and various life insurance companies. Assist with the Annual Escrow Analysis and troubleshooting escrow issues. Refunding escrow on payoffs.

1. 1. Answers telephone and assist customers & third-party agents with routine inquiries regarding payoffs, changes of owner, name changes, and other loan details.

1. 1. Construction loan monitoring and draw processing to ensure projects are properly funded to stay within budget & completion.  Use of 3^rd party vendor processing system.

1. 1. Processing of paid off loans by releasing any mortgages/requesting UCC’s be terminated and send loan documents back to the Borrower.

1. 1. Processing of ACH payments requested by Borrowers or the Asset Mgmt. department.

1. 1. Maintains all collateral files for the institution.  This includes organizing & tracking original mortgages and title vehicles for reports.

1. 1. Processing returned mail to obtain the correct address, address updates to the core and customer verification of those changes.

1. 1. Scans & prepare indexing for new loan files into Director. Update existing imaged files so most recent activity, maintenance, etc. can be found in Director.  Add & clear exceptions as needed.  Prepares the weekly report and final monthly Loan Exception Report for Mortgage/Consumer/Commercial loans. Scans & Reviews withdrawn & denied loan files for all loans

1. Operations:                
   1. Keep abreast of changes in products, policies, and procedures, and attend training as needed.
   2. Performs other duties as assigned.

1. Customer Service:                 
   1. Assist customers with resolution of account problems and issues.
   2. Provides customer information and support.

Competencies:

1. Managing Time:

Able set goals for oneself and to be a self-starter.  Displays the ability to meet and set workflow deadlines.

1. Oral/Written communication skills:

Must be able to communicate thoughts clearly, both orally and written.

1. Customer Service:

Must understand customer needs and the elements of customer service.  Must be able to refer customers to appropriate individuals for further assistance.

1. Change management:

Must embrace change.  Must see change as an opportunity.  Must be willing to express and support manager’s ideas to affected staff.

1. Knowledge of regulations that pertain to loan activities.

1. Computer Knowledge:

Must have basic ability to operate computers, and software, such as Microsoft Word and Excel programs.

Special requirements for the position, in addition to the competencies and accountabilities listed above.

-   Prefer a high school degree and 1 year experience in a related position in a financial institution.

-   Must have the capacity to work under stress and handle difficult situations.

-    Must be able to prepare basic documents in both Word & Excel.

-   Must have the ability to be in tune with fine details & take initiative to research areas of possible concern.

The Union Bank Company is an Equal Opportunity Employer of women, minorities, protected veterans and individuals with disabilities which includes reasonable accommodation of otherwise qualified disabled applicants and employees.  Please see Human Resources should you have any questions about this policy or these job duties.