Loan Servicing Clerk II
About The Position
The Retail Loan Servicing Clerk II provides centralized loan servicing support to bank branches, customers, loan operations, and loan officers. The role handles customer support by phone or ticket, complex problem resolution, file maintenance validation, and adherence to service-level agreements. It provides excellent service to internal and external customers while maintaining knowledge of loan servicing activities and applicable regulations. The position processes and reconciles loan payments and related transactions, reviews billing and title documents, addresses escrow inquiries, and supports servicing matters including successor-in-interest applications, fraud alerts, frozen credit lines, and force-placed insurance. It also prepares loan reports, supports teammates with questions and training, and performs other duties as assigned.
Requirements
- High school education or equivalent.
- At least 3 years of clerical or banking experience.
- Proficiency in Microsoft Office products.
- Thorough understanding of loans, loan systems, and data systems.
- Handle detailed information accurately, promptly, and confidentially.
- Ability to manage a significant workload involving varied tasks.
- Strong interpersonal skills and ability to interact professionally with teammates and internal and external customers.
- Ability to gain a comprehensive understanding of internal policies and procedures and of state and federal laws and regulations governing loan servicing, and to ensure compliance when performing job duties.
Responsibilities
- Serve as the primary contact for incoming loan-related customer service inquiries by phone or ticket while meeting established service-level standards.
- Identify and resolve payment-related discrepancies in a timely and effective manner.
- Initiate and complete payment reversals and corrections according to established procedures.
- Review billing notices and billing schedules for accuracy.
- Process payments accurately and on time, including electronic transfers, ACH transactions, and wire transfers.
- Maintain in-depth knowledge and skill across loan servicing tasks and department functions.
- Provide customer service by phone or email to internal and external customers.
- Complete loan reports on a daily, weekly, and monthly basis.
- Stay current on local, state, and federal regulations affecting Retail Loan Servicing.
- Review final title policies for accuracy, ensure timely receipt of required policies, and resolve errors or discrepancies in accordance with policy and investor requirements.
- Address escrow analysis inquiries in accordance with RESPA and servicing guidelines.
- Accept and review Successor in Interest applications and collect supporting documentation for bank decision-making.
- Monitor and process alerts for fraudulent activity and frozen credit lines.
- Process force-placed insurance premiums and refunds on customer accounts accurately and on time.
- Answer questions and provide training to teammates when needed.
- Reverse payments related to returned checks.
- Process loan construction disbursements.
- Respond to subpoenas and summonses by providing requested documentation to the Tax & Legal Department.
- Reconcile non-posted transactions daily.
- Reconcile departmental general ledgers daily.
- Complete required training specific to job responsibilities.
- Perform other related duties as assigned.
Benefits
- Comprehensive healthcare and well-being benefits.
- Paid family leave and generous paid time off.
- Banking perks.
- Tuition reimbursement.
- Employee Stock Purchase Plan.
- 401(k) plan with company match.
- Competitive health, dental, and vision coverage with HSA match.
- Paid holidays.
- Performance-based bonuses and discretionary short-term incentives.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
High school or GED
