Loan Servicing Clerk II

First Mid Bank & Trust•Edwardsville, IL

2d•$18 - $22

About The Position

The Retail Loan Servicing Clerk II provides centralized loan servicing support to the bank’s 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 while providing excellent service to internal and external customers. The position processes and reconciles loan payments, reviews billing notices and schedules, responds to servicing inquiries, and supports compliance with applicable regulations and servicing guidelines. It also reviews title policies, handles escrow analysis inquiries and Successor in Interest applications, monitors alerts for fraudulent activity and frozen credit lines, and processes force-placed insurance premiums and refunds. The clerk completes recurring reports and reconciliations, helps train teammates, completes required training, and performs other related duties as assigned.

Requirements

High school education or equivalent.
At least 3 years of clerical or banking experience.
Proficiency with Microsoft Office products.
Thorough understanding of loans, loan systems, and data systems.
Ability to handle detailed information accurately, promptly, and confidentially.
Ability to handle a significant workload involving varied tasks.
Strong interpersonal skills and the ability to interact professionally with teammates and internal and external customers.
Ability to gain a comprehensive understanding of internal policies and procedures and the state and federal laws and regulations governing loan servicing, and to ensure compliance when completing 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 electronic transfers, ACH transactions, wire transfers, and other payments accurately and on time.
Maintain in-depth knowledge and skill across loan servicing tasks and departmental 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 training required for job responsibilities and perform other related duties as assigned.

Benefits

Comprehensive healthcare and well-being benefits.
Competitive health, dental, and vision coverage with HSA match.
Paid family leave and parental leave.
Generous paid time off.
Paid holidays.
Banking perks.
Tuition reimbursement.
Employee Stock Purchase Plan.
401(k) plan with employer match.
Discretionary short-term incentives, including bonuses, incentives, and/or commission.
Performance-based bonuses.