Retail Loan Servicing Specialist

Salary Range: $19.50 - $22.00/hr

PRIMARY RESPONSIBILITY:

The Retail Loan Servicing Specialist is responsible for providing quality customer service to the Bank's Residential Mortgage, Home Equity Lines of Credit, and Consumer Installment loan customers while also performing administrative functions related to the servicing of loans.

This includes, but is not limited to, responding to customer inquiries, monitoring loan delinquencies and administering Subservicer oversight.

ESSENTIAL FUNCTIONS:


* Respond to customer inquiries and resolve issues in a timely and professional manner.


* Assist with oversight of mortgage loan Subservicer of FNMA & FHLMC sold mortgages;
+ Serve as liaison for servicing related issues with Subservicer to ensure timely resolution;
+ Ensure boarding of new loans to Subservicer is timely and accurate;
+ Perform monthly reconciliation of Subservicer escrow activity and invoice.


* Responsible for preparation and submission of monthly and quarterly servicing reports due to Investors, PMI companies, NYS, and other organizations as required.


* Perform escrow responsibilities including escrow analysis and payment distributions on residential mortgages.


* Prepare payoff statements for residential mortgage and consumer loans.


* Process collateral release and complete other necessary tasks associated with consumer loan/residential mortgage payoff such as PMI and tax servicing cancellation.


* Perform customer outreach with respect to past due consumer loans; Coordinate with Supervisor and Credit Administration on advanced collection process when necessary.


* Ensure adequate insurance coverage is in place on residential properties, as appropriate.


* Work with external auditor to provide necessary information to complete monthly and quarterly QC audits of residential mortgages.


* Monitor E-Oscar portal and respond to credit report disputes.


* Work with Mortgage department to ensure post-closing trailing documents are properly filed.

EDUCATION AND EXPERIENCE:

High school education (Associate’s degree preferred) and a minimum of 2 years banking experience, or the equivalent combination of education and experience.


* Excellent customer service skills, strong communication, interpersonal and problem-solving skills.


* Possess knowledge to ensure compliance with applicable laws, regulations, and policies.


* Experience with JHA Silverlake core processing platform is preferred but not required.

 

COMPETENCIES:


* Provide a remarkable client experience.

Greet clients with warmth, genuine interest, and a smile.


* Lead by example.

Identify current or potential problems, take ownership, and see them through to resolution.


* Act as a unified team.

Possess strong interpersonal skills including the ability to proactively communicate with and help others, within and across departments.


* Ability to think critically and so...