POSITION SUMMARY: Possess advanced understanding to provide high level customer service to internal and external customers. Provide loan support by performing duties related to the origination, servicing, and collection of consumer, commercial and mortgage loans. 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 analyze problems and recommend solutions. • Maintain compliance with rules and regulations with attention to bank policy, procedures, and regulatory deadlines. • Create and maintain procedures. Department Tasks • Input and maintain all consumer, mortgage and commercial loans on the core: o This includes specialized types of loans, including forbearance agreements, small business, troubled debt restructures, settlement agreements, and attorney prepared documents. o Use independent judgment to make appropriate adjustments to loans as needed or required. o Work independently to manage workload to meet service level requirements. o Set product defaults. o Maintain relationship profitability module codes. o Maintain flexibility to meet unexpected monthly and quarterly high volume demands. • Verify accuracy of consumer, mortgage, and commercial loan input and maintenance completed by others: o Requires complete understanding of core system, including complicated payment and rate structures. • LAS and DDL non-post transactions: o Responsible for timely and accurate resolution. • Responsible for document management: o Examine files prior to imaging to ensure proper documentation and approval is included. o Determine dates for retention and/or destruction of files. o Prepare and compile documents for internal and external auditors and examination teams. • Reconcile and process investor purchase statements: o Transfer the investor and servicing of MERS mortgages. o Work with investors to resolve and fund adjustments. • Proper application of payments and payoffs received via mail: o This includes determining that lines of credit to be closed have proper documentation. • Preparation of payoff statement: o Ensure appropriate customer authorization is obtained. o Complete within time allowances per regulatory guidelines. • Willing to cross-train for other department tasks. MORE ABOUT THE ROLE: Required Skills • Advanced computer or keyboard training • Excellent written and oral communication skills