• Responsible for execution of all residential and consumer servicing functions, including: quality control of new installment loans and residential mortgage loans; processing payments and advances; issuing accurate statements and notices including rate change notifications; maintaining and adjusting interest rates as required; responding to customer inquiries and requests; assisting with  escalated customer issues and working with the complaint/legal department toward dispute resolution; maintenance to customer, account, or transactional records; maintenance to official loan files; assisting with notice of error and requests for information; processing of mortgage loan payoffs; assisting with requests for partial release, trust transfer, easements, partial taking by eminent domain, subordinations, or assent to amend master deed according to secondary market guidelines; assisting with loan modifications; assisting with insurance loss draft program for hazard / flood insurance; first level accounting reconcilement; assisting management with audit responsibilities.
• Ensure department is in compliance with all regulatory requirements including CFPB, Dodd Frank, Reg Z, RESPA, GLBA,  Investor guidelines and department policies and procedures.  
• Monitor work of designated personnel (consumer/residential) personnel in Loan Operations. Ensure that work is completed in a timely manner.  Serve as backup to staff on vacation, during vacancies, illness, etc.
• Monitor JIRA Help Desk to ensure tickets are completed accurately and within the expected time frame.
• Audit the performance of system maintenance on accounts to ensure data integrity.
• Assist and participate with annual Business Continuity Plan.
• Assist Management with ensuring appropriate procedures for all residential and consumer servicing functions in compliance with all applicable regulations and laws. Responsible for analyzing existing process to identify areas for operational efficiency using technology and automation. 
• Assist with implementation of strong control environment and disciplines, including:

- the development and maintenance of written operating procedures for all daily, monthly, quarterly, and yearly loan servicing tasks

- define and implement controls to ensure duties executed accurately and as scheduled, data quality on systems of record, and compliance with bank policy and laws and regs

• Closely supervise servicing of consumer loans (overdraft, HELOC, student loans) to ensure documentation and system set-up are accurate and meet compliance requirements.
• Oversee processing of payoff desk and discharges to ensure timelines are met and accuracy is maintained.
• Responsible for assisting with all customer inquiries and requests through all means including the internal ticketing system, contact center and retail branches to ensure prompt response and follow through, responsible for research and customer contact.
• Assist with training of staff, as needed.

Qualifications:                                    

• Associate's degree or related knowledge/skills base gained through experience preferred
• Strong customer service skills
• Strong verbal and written communication skills
• Strong financial skills as it relates to account reconciliations
• Must be self-motivated, able to work independently and possess solid decision making skills
• Knowledge of Microsoft Office including Excel and Word
• Must be comfortable in learning and operating a multitude of computer applications

Skills/Knowledge: 

• Must be able to communicate (written and oral) effectively and professionally with federal and state agencies and also internal and external customers.

• Must have strong interpersonal skills and be a strong collaborator with customers and co-workers; focuses on responding to customer inquiries; maintains confidentiality; keeps emotions under control; remains open to others' ideas and tries new things.

• Must be able to strictly adhere to the many Federal and State rules and regulations that relate to all departmental functions
• Attentiveness to detail is required.
• Proficiently manage an efficient workflow in a multiple task-oriented, fast-paced environment.
• Must be well organized and flexible.
• Must be highly productive and able to work with minimal supervision.
• Must be able to deal well with a fast-paced environment to meet tight deadlines and maintain high productivity.

 Physical Demands:

The physical demands listed are typical of those an employee must meet to successfully perform the essential duties of this job. We may make reasonable accommodations to enable individuals with disabilities to perform those duties. While performing the duties of this job, the employee is regularly required to talk, see, hear, read, write, walk, sit, stand, stoop, kneel or bend; reach with hands and arms; use office equipment such as computer, telephone, calculator, and fax machine. The employee must occasionally lift and/or move up to 20 pounds.