Loan Service Representative

PeoplesBank•Holyoke, MA

35d

About The Position

The Loan Service Representative supports the daily operations of the Consumer Loan Department by overseeing the processing and servicing of closed consumer loans and providing guidance to loan service staff. Reporting to the Assistant Vice President, this role ensures accurate, timely, and compliant loan servicing while delivering exceptional customer service to both internal and external customers. The position plays a key role in maintaining loan portfolio integrity, resolving customer inquiries, and ensuring all loan documentation, payments, and escrow activities are processed correctly in accordance with bank policies and regulatory requirements.

Requirements

High School diploma or General Education degree (GED)
OR one to three months related experience and/or training
OR equivalent combination of education and work experience
Knowledge of computer applications including Microsoft Word, Excel and Access
Excellent verbal and written communication skills
Strong interpersonal and customer service skills
High level of organization and attention to detail
Desire to learn consumer lending products and services

Responsibilities

Respond daily to customer inquiries on existing loans, referring requests to the Loan Service Manager when needed.
Service and maintain all loans on bank portfolio based on customer needs.
Provide exceptional customer service to internal and external customers.
Process loan payments and general ledger transactions.
Quote payoffs and prepare discharges on loans secured by real estate.
Upload closed loans to mortgage system and to storage database.
Confirm accuracy of borrower and loan in bank’s core processing system.
Review all closing documents for completeness and accuracy. Advises attorney of any necessary changes to correct errors on final documents.
Prepare and deliver original documentation to bank vault for safe keeping.
Balance and process escrow disbursements.
Complete all yearly compliance training and testing and comply with bank, federal, and state regulations. Comply with bank policies and procedures. Adhere to departmental and bank wide service standards.
Other related duties as required.