Loan Customer Service Specialist

POSITION SUMMARY:

Perform a wide variety of clerical and analytical support to commercial (CL), installment (IL), and mortgage (ML) Loan Officers, and Loan Assistants. Provide an array of support for loans. Exercise independent judgment under moderate supervision. Conduct relationships and activities consistent with established Bank policies, procedures and systems, the corporate code of conduct, Bank Secrecy Act and all applicable State and Federal laws and regulations.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Answer Department Group Line phone calls.

• Apply payments or payoffs received in the department.

• Process the daily IL Paids and send them to the customer.

• Work the daily CL Paids report and distribute the files as well as other necessary documents to the appropriate assistant.

• Correct the IL Misapplied Payments to loans daily and review the IL Daily Exception Report.

• Process payoff quote requests for CL, IL and overdraft banking (ODB) loans.

• Research loan information for subpoenas, customers, and any qualified individuals requesting the information.

• Assist customers and lending staff as well as other associates with questions regarding Loan Customer Service.

• Complete, review, submit and/or distribute required reports, being sure to meet deadline requirements.

• Provide support and servicing to internal and external customers on CL, IL, ML and ODB loans.

• Other duties as needed.

The duties listed above are the basic duties for the Loan Customer Service Specialist. Loan Operations personnel are required to learn and successfully perform the duties of all areas as designated by management.

Respond to internal and external inquiries regarding the status of existing loans, including assisting customers, loan officers and loan assistants when questions arise regarding loan account information.

Follow and assist with establishing, implementing and maintaining methods and procedures to assure all loan actions are processed correctly and timely. Maintain a comprehensive procedures manual on all job responsibilities.

Consistently demonstrate proficiency in providing exemplary customer service in person and by telephone while maintaining a friendly, positive, and professional attitude. Resolve difficult situations with tact and diplomacy.

Advise Loan Operations Management when there are problems with established procedures, policies, improper calculations on loans, or issues with meeting deadlines.

Maintain a neat and orderly work area and ensure that all confidential records are secured and/or disposed of properly.

Complete or attend all required training.

ADDITIONAL DUTIES AND RESPONSIBILITIES:

Assist others in the department as needed and/or directed. May be assigned other duties and responsibilities. May be assigned work or training at other assigned locations.