Possess advanced understanding to provide high level customer service to internal and external customers. Provides loan support by performing duties related to the origination, servicing and collection of consumer, commercial and mortgage loans.
We are seeking someone to perform the following:
1. Department Customer Service
- Ability to work directly with bank customers to resolve complex problems/issues.
- Educate branch staff and other departments to assist them to be more effective with their customers and to eliminate repeat errors.
- Able to work independently or as a team to problem solve or make decisions when supervisor or group lead is unavailable.
- Work on problems/projects of diverse complexity and scope.
- Research and analzye problems and recommed solutions.
- Maintain compliance with rules and regulations with attention to bank policy, procedures and regulatory deadlines.
- Creat and maintain procedures.
2. Department Tasks
Input and maintain all consumer, mortgage and commercial loans on the core:
- Includes specialized types of loans, including forbearance agreements, small business, troubled debt restructures, settlement agreements and attorney prepared documents.
- Use independent judgement to make appropriate adjustments to loans as needed or required.
- Work independently to manage workload to meet service level requirements
- Set product defaults
- Maintain relationship profitability module codes.
- Maintain flexibility to meet unexpected montly and quarterly high volume demands.
Verifies accuracy of consumer, mortgage and commercial loan input and maintenance completed by others.
- Requires complete understanding of core system including complicated payment and rate structures.
LAS and DDL non-post transactions
- Responsible for timely and accurate resolution.
Responsible for document management:
- Examine files prior to imaging to ensure proper documentation and approval is included.
- Determines dates for retention and/or destruction of files.
- Prepares and compiles documents for internal and external auditors and examination teams.
Reconciles and processes investor purchase statements:
- Transfers the investor and servicing of MERS mortgages.
- Works with investors to resolve and funding adjustments.
Proper application of payments and payoffs received via mail:
- Includes determining that lines of credit to be closed have proper documentation.
Preparation of payoff statement:
- Ensures appropriate customer authorization is obtained
- Completes with time allowances per regulatory guidelines.
Willing to cross-train for other department tasks.