Loan Servicing Lead
SCOPE:
The Loan Servicing Lead will report directly to the Loan Servicing Supervisor. The responsibilities and duties for this position consist of specialized loan servicing duties as well as acting as a team lead for the Loan Servicing Department. This position will be responsible for providing backup for daily tasks as needed, as well as providing support for more complex loan servicing situations. The Loan Servicing Lead will assist the Loan Servicing Supervisor with various aspects of the department administration and provide leadership and guidance for the Loan Servicing Department in the manager’s absence. This position will facilitate the department’s group work and delegate tasks as needed, ensuring the daily expectations and work are being met. The ideal candidate for this position is a collaborative team player, an enterprising self-starter and possesses strong communication, problem solving and customer service skills, while having an acute attention to detail while working independently in a fast-paced environment.
ACCOUNTABILITIES:
Loan Servicing: (40%)
- Ensure the completion of the processing of extensions and maintenance of current loans ensuring correct documentation, maintenance and retention. Troubleshoot errors and communicate to lenders and customers.
- Approve secondary review of various weekly/monthly loan GL reconciliations.
- Oversee the timely completion of the payment of property taxes out of loan escrow accounts, working with internal IT staff as well as government officials.
- Assist with general maintenance of escrow accounts and maintain administration duties of the Core processing system in relation to escrow set up.
- Oversee the timely completion of daily check back of consumer loans, commercial loans, real estate loans, extensions and loan maintenance to comply with the bank’s SOX standards. Provide backup during absences or times of heavy workload.
- Assist with the developing and processing of escrow analysis payments and statements and support customers and lenders by answering questions regarding escrow analysis.
- Oversee and maintain the correct processing of credit bureau correction requests and errors, communicating with lenders and customers and updating records when necessary. Stay up to date on all Federal regulations related to credit bureau reporting and institute procedures appropriately.
- Troubleshoot issues with loan statements and notices, working with third parties to ensure adherence with bank regulations.
- Provide support services to customers, loan officers and other staff in regards to loan servicing requests, providing excellent internal and external customer service.
- Handle escalated loan servicing issues.
- Provide backup coverage for the completion of daily loan report reconciliation, correcting tickets/transactions that rejected the previous business day.
- Act as a liaison between servicing specialists, other bank personnel and third parties to facilitate the accurate reporting of year-end tax notifications and the ongoing servicing of these statements.
Project Management: (20%)
- Welcome feedback from other bank personnel, customers and regulatory officials as well as self-identify areas of improvement for the Loan Operations area and work with management to correct or enhance procedures.
- Lead process improvement projects in relations to Loan Servicing tasks, working with other related departments and personnel to create efficient, service oriented processes.
- Responsible for the development of manuals and supporting documentation to accomplish task/duties inherent in this servicing position.
Administration: (20%)
- Assist the Loan Servicing Supervisor with administrative duties of the Loan Servicing Department, including but not limited to:
- Loan Servicing Specialist scheduling
- Mentoring/training Loan Servicing Department
- Develop and train staff while implementing new procedures
- Monitor for adequate coverage and allocation of tasks to ensure work is being handled and processed in an accurate and timely manner.
- Work with the Loan Servicing Supervisor on volume reports, evaluating staffing needs and performance reviews while identifying ways to make the department run more efficiently.
- Stay up to date on Loan Servicing tasks in order to provide guidance and back up to all Loan Servicing personnel.
Core Processing: (15%)
- Assist internal bank staff as well as Jack Henry representatives with maintenance and upgrades of the bank’s core processing system (Silverlake).
- Work with Jack Henry and internal staff to troubleshoot errors and issues affecting loans in Silverlake acting as the contact for support tickets related to loan issues.
- Coordinate communication and training to internal loan servicing staff regarding maintenance and updates to the Core Processing system.
- Assist with the facilitation of third parties integration with Silverlake upgrades.
Other: (5%)
- As part of the overall team of bank employees, this position may be requested to assist in the support of other bank activities.
- Will perform other duties as assigned.
EDUCATION AND SPECIAL REQUIREMENTS:
- Must have Bachelor’s degree (B.A.) from a four-year college or university in business or related field; or two or more years of banking experience and/or training; or equivalent combination of education and experience.
- Knowledge of loan documentation and compliance preferred.
- This job requires skills needed in a typical office environment. This includes computer skills, communications skills, as well as utilization of office equipment.
EQUAL OPPORTUNITY EMPLOYER