Retail Loan Servicing Representative II

Northwest Bank•Warren, PA

1d•Onsite

About The Position

The Retail Loan Servicing Representative II is responsible for servicing all loans, providing accurate loan records and documentation, while maintaining the highest level of customer service. An LSR Rep II will be assigned to one or more of the following areas as lending volumes dictate: consumer - real estate and non-real estate secured; dealer services; loan payoffs; imaging; escrow; construction; loan support; loan operations; investor accounting and/or modifications.

Requirements

High School Diploma or equivalent preferred
2 - 6 years related banking/lending experience preferred
2 - 6 years customer service experience preferred
2 - 6 years technological or relevant experience preferred
proficient with Microsoft Office software
Applicant must demonstrate organizational, time management, and basic computer navigational skills
Applicant must be able to multitask and handle workloads with deadlines

Responsibilities

Partner with third party vendors and agencies
Review and send customer correspondence
Ensure compliance with Northwest’s policies and practices, Federal / State regulations, and accuracy of information
Master departmental policies and procedures
Balance workstations daily
Post loan transactions for all product types
Complete new loan set-up and post-closing
Process payoff quotes and payoff transaction, and new loan funding's
Initiate automatic transfer of loan payments
Perform maintenance on loans
Respond to customer inquiries
Monitor and service escrow accounts, and loan collateral records
Perform accounting of force placed insurance, accurate flood insurance review, and accurate escrow analysis
Review insurance certificates / policies
Update tax records / online information
Provide excellent customer and business unit support service
Maintain knowledge of job specific products and services
Manage work queues / workflows as needed
Support for testing of new products and services
Identify and resolve customer service issues
Ensure total document and data integrity, accurate insurance analysis, accurate lien information, and total quality of work preformed
Monitor and follow up on document tracking
Perform accurate report reconciliation
Meet benchmarks on loan functions / servicing, and peak volume periods with efficient, accurate output
Develop customer service levels
Recommend improvements to procedures, quality control enhancements
Review appropriate departmental records and processes
Image and index loan documents
Assist in training of new team members
Ensure compliance with Northwest’s policies and procedures, and Federal/State regulations
Navigate Microsoft Office Software, computer applications, and software specific to the department in order to maximize technology tools and gain efficiency
Work as part of a team
Work with on-site equipment
Maximize technology tools available