Job Title: Loan Servicing/ Client Representative
Division: Lending
Department: Loan Administration
Reports To: Loan Administration Department Manager
FLSA Status: Non-Exempt
Summary: Performs loan service functions associated with pending and existing loans by performing the following duties.
Duties and Responsibilities include the following. Other duties may be assigned.
- Handles all incoming calls related to loan servicing issues by utilizing information in the loan service system and/or by reviewing information in the loan file folder.*
- Assists all clients with inquiries and/or accepts payments from clients.*
- Process all credit disclosures, save to file, log, and mail to client. *
- Prepares automatic debit forms as requested on existing clients and properly sets up ACH/ transfer functions on loan. *
- Processes and balances all loan payments and payoffs including charge off payments, payment adjustment or reversals, loan advances, incoming and outgoing wires, credit card payments, and fee account entries daily.*
- Accurately quotes payoffs with fees for recording and prepayment penalties as applicable. *
- Ensures all transactions are posted accurately.*
- Assist loan officers with delinquent payment collection and client follow-up
- Reviews daily reports of transactions, transfers, notices being sent, unpostable items, reconcile and balancing loan control general ledger daily with loan department and accounting.*
- Reconcile fees collected for processing in shared DDA with loan department and accounting.*
- Processes and balances all loan advances & wires including, but not limited to, construction loans, home equities, and warehouse draws.*
- Monitors and requests all loan accounts for evidence of insurance as required, including hazard, liability, PMI, and flood insurance.*
- Follows through with insurance agency or clients to secure adequate insurance including processing force-placed insurance when required.*
- Pays escrowed insurance for hazard, flood, PMI, as required.*
- Pays escrowed real estate taxes as required.*
- Process annual escrow analysis and statement production.*
- Monitors and updates the insurance and real estate taxes expiration dates and escrow information on the system.*
- Complete lookup of all tax receipts by June of each year and index paid receipts to the loan file. Any delinquent taxes are tracked on a spreadsheet and shared with loan officer(s)/ senior management. *
- Properly log client inquiries, payoff requests, releases.*
- Pull paid loan histories with supporting documentation to be released and index to the file. *
- Prepares and/or records the release of documentation and sends appropriate documents to title company, recorder, borrower, loan officer as applicable.*
- Boxes and tracks all paid-in-full files using established processes and prepares files for shipment to permanent storage.*
- Quotes payoffs as requested and logs in clients inquiry log.*
- Completes all third party verification requests, credit bureau corrections (through E-Oscar), and logs in client inquiry log.*
- Pull credit bureaus as requested by loan officers and logs in credit bureau’s log.*
- Sends appropriate early disclosures when applicable.*
- Sorts and distributes all incoming mail and interoffice envelops to appropriate department personnel for processing.*
- Processes file maintenance transactions and required corrections, including address change requests as needed.*
- Reviews and works various IBE reports daily and accurately.*
- Tracks and files bank’s copy of right to cure notices send to clients by CSI.*
- Prepares general ledger entries accurately as needed and assists in reconciliation of department general ledger accounts.*
- Scan and Index incoming documentation and supporting information in connection with his/her position or as requested by loan officers accurately.*
- Maintains and updates procedures manual based on information received from management and supervisors.*
- Manages, performs, and completes identified special projects within the department at the request of management and supervisors.
- Assists as needed with follow-up of all final or outstanding documentation in connection with all loans.
- Assists Documentation Specialist in preparing files and commitment letters and booking loans to CSI during high volume periods.
- Cross-trains in all other functions of the loan department to assist
- in any area as required or requested by management and supervisors.
- Maintains educational and professional expertise through attendance at job related seminars, conferences, and workshops.
- Assists in the development of manuals and supporting documentation to accomplish task/duties inherent in this position.
- Completes online compliance courses on time as assigned by management.
- Performs all other duties as assigned by management and supervisors.Qualifications:
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations. Ability to write reports, business correspondence, and procedure manuals. Ability to effectively present information and respond to questions from groups of managers, clients, customers, and general public.
Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages, area, circumference, and volume. Ability to apply concepts of basic algebra and geometry.
Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.
To perform this job successfully, an individual should have knowledge of Microsoft Word; Microsoft Excel; Microsoft Windows; Microsoft Outlook. Core Processor (CSI/NuPoint) and documentation software preferred.
High school diploma or general education degree (GED); or two to four years related experience and/or training; or equivalent combination of education and experience.
- Time management
- Oral communication skills
- Written communication skills
- Professionalism
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this job, the employee is regularly required to sit; use hands and talk or hear. The employee is frequently required to stand; walk; reach with hands and arms and stoop, kneel, crouch or crawl. The employee is occasionally required to climb or balance. The employee must occasionally lift and/or move up to 10 pounds. Specific vision abilities required by this job include close vision, distance vision, peripheral vision, depth perception, ability to adjust focus and ability to see color.
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
The noise level in the work environment is usually moderate.
