Loan Servicing Specialist - (On-site)

HERITAGE BANK•Tacoma, WA

11d•Onsite

About The Position

Heritage Bank is seeking a Loan Servicing Specialist to support internal and external customers. This role involves providing primary support over the telephone and via email, performing basic account maintenance, and executing monetary transactions. The position is full-time and fully on-site at the Southern Operations Center in Tacoma, WA. The typical schedule is Monday-Friday, 8:00 a.m. to 5:00 p.m., with flexibility required to ensure adequate staffing for training or employee absences. The base salary range for Level I is $20.00 - $22.70 - $26.87 per hour.

Requirements

High School Diploma or equivalent – required.
Level I - 1 year recent related customer service experience in loan servicing and/or branch banking, with an understanding of basic bank transactions and products/services, in a financial services industry – required.
Equivalent combination of education, experience, and training may be considered.
Provides an exceptional level of quality service for internal and external customers, and responds to customers' needs, questions and concerns in an accurate, effective, and timely manner.
Ability to gain working knowledge and understanding of principles, procedures, requirements, regulations, and policies related to assigned area, as well as the Bank’s policies, procedures, products, and services.
Ability to display initiative to independently learn and apply skills to improve errors and overall servicing quality.
Basic knowledge of bank accounting practices including the understanding of debit/credit relationships; math skills to calculate interest, balance accounts and locate routine mathematical errors.
Effective listening verbal, written and telephone etiquette business communication skills, with the ability to communicate issues and follow up items over the phone and via email; ability to read, write, speak and understand English well.
Detail oriented with strong organizational, time management, data review and processing skills; with the ability to manage multiple assignments, ensuring that priorities are set, with the ability to meet multiple and sometimes competing deadlines, with an emphasis on accuracy and quality.
Ability to work well both independently and collectively within a team environment.
Ability to work successfully in a production environment where volume, efficiency and accuracy are required.
Flexible with and accepting of change in a fast paced environment, with willingness to learn new skills.
Unquestionable integrity in handling sensitive and confidential information required.
Working knowledge of office administration practices and procedures.
Working knowledge and use of MS Office products (Word, Excel, Outlook) and retrieval of data, with the ability to adapt to and learn new products and technologies quickly.

Nice To Haves

Coursework and/or certification in accounting; or relevant education – preferred.
Working knowledge of financial services loan systems and experience utilizing loan servicing and client file management applications, i.e., OSI/DNA – preferred.

Responsibilities

Provides support to internal and external customers over the telephone and email utilizing professional phone etiquette and business communication skills, in accordance with the Heritage Bank Service Standards.
Processes loan payments, incoming wires, and advances for all loan types.
Answer telephone and provide courteous and efficient customer service.
Forward calls to appropriate personnel as needed.
Open and distribute department mail.
Posts payoff transactions accurately to loan system and process all paid off/closed loan files per department procedures.
Process the release of all types of collateral and supporting services in a timely manner.
Performs file maintenance activities, i.e., returned checks; automatic payments and tax registration set-ups for new loans.
File supporting documentation in appropriate files.
Cross-train within the department to provide back-up, as needed.
Contributes to the success of the department with willingness to share in all department responsibilities, as required or assigned.
Gains working knowledge of, and ensures bank activities are performed in compliance with, all state and federal banking laws and regulations applicable to assigned area.
Understands and complies with all policies, procedures, standards and guidance relevant to assigned job responsibilities.