Retail Loan Servicing Representative II

PA0736 Administration Center

Job Description

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.

Essential Functions

- 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 membersEnsure 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

Qualifications

- 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

Northwest is an equal opportunity employer. We are committed to creating an inclusive environment for all employees.