Specialist - Ops Loan Servicing

Position Function:

Specialists are responsible for providing prompt and courteous service in a professional manner to both telephone and walk-in customers and ensuring maximum efficiency in department operations; reviewing existing procedures, workflows, and systems for opportunities to optimize employee work efficiency. Scope of work will cover various loan types, including commercial and consumer. Responsibilities include but are not limited to questions/complaints and servicing of commercial and consumer loans, commercial insurance, maintenance processing, booking new loans, imaging and various other functions as assigned.

Performs all duties and interacts with internal and external customers in a manner aligned with the Company's Core Values of Voyaging Spirit and Positively Ohana; Customer Experience Competencies of Customer Interaction, Empowerment and Ownership; and Basic Skills of Listening, Oral Communication, Written Communication, Action Orientated, Thoroughness, Problem Solving.

Primary Accountabilities 

• Receives and processes functions, including but not limited to commercial general liability and business personal property insurance policies, bankruptcy, judgments, charge off maintenance and e-Oscar disputes and commercial and consumer demand and collateral release requests and documentary collection requests, and booking new loans. Develops the various insurance tickler requirements into a database for Commercial Loans / Commercial Real Estate. Ensure all requests are responded to well within the regulated guidelines and in a timely manner.
• Commercial and Consumer Loans. Assist customers and staff with escalated requests providing prompt and courteous service on the telephone and email to internal branches, Central Support Services, and Customer Service Center as well as external customers including insurance agents and escrow companies etc.
• Process all required maintenance in escalated problem resolution or normal situations- i.e. Loan Payoff, Credit Bureau reporting, SCRA, address changes, Subpoenas, Commercial and Consumer Demands, Commercial General Liability and Business Personal Property insurance, Loan Booking and imaging etc.
• Quality Control provided for maintenance, address change, demands, commercial booking sheet, title releases, loan payoffs etc.
• Continuous cross-training on department functions.
• Assist with cross-training of staff on various functions.
• Monthly reporting of department stats
• Assist with special departmental, divisional or bank projects including as necessary.
• Assist with annual internal and external audit requirements to ensure satisfactory ratings.
• Image any and all documentation for work processed not limited to helping other co-workers in the department
• Assist with the Fiserv releases and application testing and updates as necessary

Minimum Qualifications:

Education:

Specialist I and II:

• High School Diploma or equivalent required.

Experience:

Specialist I:

• 1+ years of experience in loan servicing and knowledge in consumer, commercial and/or residential mortgage loans (banking experience) required.

Specialist II:

• 2+ years of experience in loan servicing and knowledge in consumer, commercial and/or residential mortgage loans (banking experience) required.

Physical Requirements & Working Conditions:

• Must be able to perform light physical work and to move or lift items including but not limited to boxes, files and papers up to 20 pounds unless otherwise as indicated.
• Must be able to operate and proficiently use standard office equipment, including phone, copier, personal computer and/or other work related mechanical or electronic devices and applications.
• Must be able to clearly communicate verbally and in writing with all internal and external customers. Must also be able to hear sufficiently to engage in daily discussions and interactions.
• Must be able to read and understand bank-related documents.
• Must be able to work in a conventional office setting, involving sitting at a desk or workstation for long periods of time. Must also be able to adapt to different work environments as needed to perform the job.

We are proud to be an EEO/AA employer M/F/D/V. We maintain a drug-free workplace and perform pre-employment substance abuse testing.