Consumer Loan Support Specialist
About The Position
In this role you will be responsible for monitoring highly complex retail loan servicing workflow, assisting other loan support specialists as needed and keeping leadership informed of department activities within an environment of high work volumes and established deadlines. Works on assignments that are highly complex in nature where independent action and a high degree of initiative are required in resolving problems and developing recommendations. Independently handles production tasks requiring advanced knowledge of highly complex retail lending documents, regulations, policies and procedures. Acts independently to determine methods and procedures on new assignments. Acts as a subject matter expert or lead and participate on project teams. Perform loan servicing activities such as general loan maintenance, processing loan payments, data entry, loan document creation, lien perfection, escrow/tax support, flood review or general ledger reconciliation. Responsible for understanding highly complex retail loan products and documentation, regulation, policy and procedure changes and apply changes to work process. Provide subject matter expertise of processes and systems in all aspects of loan production, loan servicing and support activities. Responsible for providing outstanding customer service, respond to requests including escalated problems and make recommendations to internal and external customers. Analyze and review team metrics to assist Leadership in coordinating and adjusting workflow. First point of contact for customer and associate escalations. Prepares formal written customer response communications as required. May participate on project teams within division and across departments. Collaborate and participate in cross-functional teams across business units to solve issues affecting all aspects of Loan Support activities. Demonstrates compliance with all bank regulations for assigned job function and applies to designated job responsibilities – knowledge may be gained through coursework and on-the-job training. Keeps up to date on regulation changes. Follows all Bank policies and procedures, compliance regulations, and completes all required annual or job-specific training. Maintain a working knowledge of Bank's written policies and procedures regarding Bank Secrecy Act, Regulation CC, Regulation E, Bank Security and other regulations as applicable to this job description. May be asked to coach, mentor, or train others and teach coursework as subject matter expert. Actively learns, demonstrates, and fosters the Columbia corporate culture in all actions and words. Takes personal initiative and is a positive example for others to emulate. Embraces our vision to become “Business Bank of Choice” May perform other duties as assigned.
Requirements
- 4-7 years of experience in retail loan servicing or equivalent including expertise in handling complex loan packages, regulations, policies and procedures.
- Less than 2 years of lead/supervisory/management experience or equivalent.
- Demonstrated advanced math, analytical, multi-tasking and problem-solving skills.
- Possess advanced working knowledge of consumer loans, function/department, regulations, policies and procedures.
- Possess excellent interpersonal, verbal, written communication and leadership skills.
- Ability to effectively communicate with people at all levels.
- Advanced knowledge and skills in the use of computer software including Word, Excel, loan servicing systems and other office equipment.
- Ability to troubleshoot and determine best work flow practices.
- Ability to provide technical training to others.
- Demonstrated critical thinking and decision-making skills with ability to work in a service-oriented environment with high work volumes and deadlines.
- Ability to work fully onsite at posted location(s).
Nice To Haves
- H.S. Diploma/GED
- Associate, Bachelor’s, vocational or technical degree in business, accounting, finance or related field
Responsibilities
- Monitoring highly complex retail loan servicing workflow
- Assisting other loan support specialists as needed
- Keeping leadership informed of department activities
- Performing loan servicing activities such as general loan maintenance, processing loan payments, data entry, loan document creation, lien perfection, escrow/tax support, flood review or general ledger reconciliation
- Understanding highly complex retail loan products and documentation, regulation, policy and procedure changes and apply changes to work process
- Providing subject matter expertise of processes and systems in all aspects of loan production, loan servicing and support activities
- Providing outstanding customer service, respond to requests including escalated problems and make recommendations to internal and external customers
- Analyzing and reviewing team metrics to assist Leadership in coordinating and adjusting workflow
- Acting as the first point of contact for customer and associate escalations
- Preparing formal written customer response communications as required
- Participating on project teams within division and across departments
- Collaborating and participating in cross-functional teams across business units to solve issues affecting all aspects of Loan Support activities
- Demonstrating compliance with all bank regulations for assigned job function
- Keeping up to date on regulation changes
- Following all Bank policies and procedures, compliance regulations, and completing all required annual or job-specific training
- Maintaining a working knowledge of Bank's written policies and procedures regarding Bank Secrecy Act, Regulation CC, Regulation E, Bank Security and other regulations as applicable
- Coaching, mentoring, or training others and teaching coursework as subject matter expert
- Actively learning, demonstrating, and fostering the Columbia corporate culture in all actions and words
- Taking personal initiative and being a positive example for others to emulate
Benefits
- Comprehensive healthcare coverage (medical, dental, and vision plans)
- 401(k)-retirement savings plan with employer match for qualifying associate contributions
- Employee assistance program
- Life insurance
- Disability insurance
- Tuition assistance
- Mental health resources
- Identity theft protection
- Legal support
- Auto and home insurance
- Pet insurance
- Access to an online discount marketplace
- Paid vacation
- Sick days
- Volunteer days
- Holidays
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
Associate degree
