The Loan Services Representative is responsible for performing routine and advanced duties related to existing consumer, business, and SBA loans; processing consumer, commercial and real estate loan payments and processes closed loan files; distributes daily and monthly reports; images loan and customer documents to the operating system and promotes business for the bank by maintaining good customer relations and referring customers to appropriate staff for new services.
Duties & Responsibilities:
Conducts account research to assist with customer and loan officer inquiries.
Processes consumer, commercial, mortgage and real estate loan payments and advances.
Reviews loan transaction requests for completeness and accuracy.
Assists in the maintenance of credit and other files for documentation and compliance, vehicle title work and UCC filings.
Images assigned loan files to the operating system.
Processes interest payments from borrower interest reserve.
Post Audit: following up to make sure Recorded Deeds of Trust, Title Policies, Titles, Life Insurance Policy Acknowledgements, Pledge Agreements and UCC Filings and Searches are received back and are correct, ensuring proper vesting and lien position. Responsible for filing any originals in the original doc file and copies in the credit files and updating DCI with pertinent information and updating of Ticklers.
Sorts and distributes daily and monthly loan reports to applicable branches or departments.
Answers the telephone; responds to routine loan officer or customer inquiries relative to account balances, loan balances and payoff requests.
Assists loan officers and other personnel to ensure proper related documentation is prepared and/or provided.
Closes paid loans and terminates collateral, when applicable.
Corrects loan accounting system errors, as necessary.
Sends loan statements and loan notices, as assigned.
May process various loan reports and callbacks.
Provides effective customer service and assists in resolving problems within given authority.
Calculates loan payoff amounts for all types of loans and prepares demand statements.
Cross-trains in all loan servicing functions.
May be required to perform official notary services.
Operates computer terminal or personal computer to process loan activity, determine balances, and resolve problems within given authority.
Prepares Reconveyance documents and processes all tasks on Closed Loan Checklists.
Treats people with respect; keeps commitments; inspires the trust of others; works ethically and with integrity; upholds organizational values; accepts responsibility for own actions.
Completes administrative tasks correctly and on time; supports the bank’s goals and values; benefits the bank through outside activities.
Comply with all applicable OSHA safety standards, including:
Read the workplace safety and health poster at the jobsite.
Report hazardous conditions to your supervisor and/or HR
Report any job-related injury or illness to your supervisor and/or HR, and seek treatment promptly.
Complies with all bank policies and procedures and all applicable government regulations including, but not limited to general lending regulations, staying current and knowledgeable of all policies, procedures and regulations related to the job functions and completing all assigned training on time, requesting additional training as needed to be proficient in all job responsibilities; cooperating with internal and external auditors and bank examiners by providing full cooperation and timely delivery of requested documentation and information; and reporting concerns about compliance to the Compliance Officer to enable prompt remediation.
Complies with bank policies and procedures relating to the Bank Secrecy Act (BSA), and Anti Money Laundering (AML) and Office of Foreign Asset Control (OFAC) guidance. Report suspicious activity to the BSA Department through a Suspicious Incident Report (SIR).
Adheres to privacy and information security policies, and ensure all sensitive internal and external customer information is properly secured and safeguarded. Use secure methods delivering client and/or confidential data by email.
Demonstrates knowledge of and adherence to Equal Employment Opportunity (EEO) policy; shows respect and sensitivity for cultural differences; educates others on the value of diversity; promotes working environment free of harassment of any type; and maintains a diverse workforce.
These specifications are general guidelines based on the minimum experience normally considered essential to the satisfactory performance of this position. The requirements listed below are representative of the knowledge, skill and/or ability required to perform the position in a satisfactory manner. Individual abilities may result in some deviation from these guidelines.
High school diploma or certificate from college or technical school; or 2 years related experience and/or training; or the equivalent combination of education and experience. Work related experience should consist of a credit or loan processing background. Educational experience, through in-house training sessions, formal school or financial industry related curriculum, should be business or financial industry related.
Basic level of work experience, knowledge and training in all loan servicing activities and terminology.
Basic knowledge of related state and federal banking compliance regulations, and other Bank lending policies.
Basic knowledge of title policies and related loan regulations such as RESPA; HMDA; SBA requirements and other Bank lending policies on loans to directors.
Basic skills in computer terminal and personal computer operation; mainframe computer system; word processing, spreadsheet and specialty software programs.
Intermediate typing skills to meet production needs of the position.
Intermediate math skills; calculate interest, commissions, proportions, and percentages; balance accounts; add, subtract, multiply and divide in all units of measure, using whole numbers, common fractions and decimals; locate routine mathematical errors; compute rate, ratio and percent, including the drafting and interpretation of bar graphs.
Effective oral, written and interpersonal communication skills with the ability to apply common sense to carry out instructions, interpret documents, understand procedures, write reports and correspondence, and speak clearly to customers and employees.
Ability to deal with difficult problems involving multiple facets and variables in non-standardized situations.
Good organizational and time management skills.
Ability to work with general supervision while performing duties.
Current California driver’s license and a vehicle with appropriate insurance coverage if required to drive in the course of performing assigned duties and responsibilities.