Loan Services Representative

Cape & Coast Bank•Hyannis, MA

7h•$24 - $27•Onsite

About The Position

Join a team that is passionate about serving our customers, supporting our communities, and helping one another succeed. The Loan Servicing Representative plays a critical role in delivering exceptional customer experience throughout the life of a loan. This position supports the servicing and administration of consumer and residential mortgage loans by ensuring accuracy, regulatory compliance, and timely resolution of customer and internal inquiries.

Requirements

Service Excellence – Anticipates customer needs and delivers responsive, accurate, and professional support.
Attention to Detail – Maintains a high level of accuracy when reviewing documentation, servicing loans, and completing operational tasks.
Operational Excellence – Demonstrates strong organizational skills and a commitment to efficiency, quality, and continuous improvement.
Problem Solving – Investigates issues thoroughly, identifies root causes, and implements effective solutions.
Communication – Communicates clearly and professionally with customers, colleagues, investors, and third-party partners.
Teamwork & Collaboration – Works effectively across departments to achieve positive customer and business outcomes.
Accountability – Takes ownership of responsibilities and consistently follows through on commitments.
High School Diploma/GED
Two to three years of previous administrative experience in a banking or financial environment.
Ability to maintain confidentiality; with tact and diplomacy.

Nice To Haves

Experience with Fiserv and secondary market loans highly preferred.

Responsibilities

Deliver responsive, accurate, and professional service to customers and internal partners by researching inquiries, resolving issues, and following through to completion.
Maintain and service consumer and residential loan accounts, ensuring loan records are accurate, complete, and compliant with Bank and regulatory requirements.
Board new loans, perform quality control reviews, and verify loan data to ensure accuracy throughout the servicing process.
Monitor escrow accounts and support annual escrow analyses, payment adjustments, and exception resolution.
Track and administer flood and hazard insurance requirements, including renewals, cancellations, reinstatements, force-placement processes, and customer communications.
Support secondary market and investor servicing requirements, including reporting, remitting, documentation, and portfolio maintenance activities.
Review loan documentation and perform servicing-related maintenance, corrections, and account updates within the Bank's core and ancillary systems.
Reconcile servicing reports, general ledger accounts, and other operational records to ensure data integrity and timely issue resolution.
Monitor daily servicing exceptions, system-generated reports, and transaction activity, researching and resolving discrepancies in a timely manner.
Collaborate with colleagues across Retail Banking, Lending, Operations, and Compliance to ensure a seamless customer experience.
Identify opportunities to streamline processes, improve efficiency, enhance controls, and strengthen service delivery.
Maintain current knowledge of applicable banking regulations, investor requirements, servicing standards, and Bank policies.
Perform all duties in accordance with established regulatory, compliance, and information security requirements.
The above is a description of the ordinary duties of the position. It should be expected that from time to time, other duties related and unrelated to the above, may be assigned and, therefore, required.