Loan Servicing Specialist - Citizens Bank

Summary of Job Responsibilities:

Under general supervision, Responsible for performing all duties associated with servicing the Bank's Mortgage and Consumer lending portfolio. Provide superior customer service to the Bank's customers, lending personnel, and branches. Maintain a comprehensive knowledge of loan products and state and federal regulations.

Essential Duties:

• Various functions related to loan payoffs including, but not limited to: process and apply payoffs received via mail and wire transfer daily, preparing paid in full letters, process overage checks, clear escrow accounts, pull titles, and process mortgage releases.
• Handle various Consumer CRM cases pertaining but not limited to: pulling titles for same day payoffs, research and resolve issues related to title delivery discrepancies, and preparing lien releases.
• Research and resolve servicing issues in support of lending officers and customers within scope of authority and expertise by any means including CCC transfers, phone, mail, CRM cases, and in person requests.
• Ensure compliance with state and federal regulations, Bank policy and department procedures.
• Assist in developing and updating procedures.
• Reviewing loan approvals to ensure and monitor the closed loan files meet the approval in all requirements.
• Scanning, indexing, and uploading documents to imaging system.
• Assist with audit prep
• Meet deadlines with an appropriate sense of urgency.
• Identify and communicate servicing issues and trends.
• Maintain customer confidentiality and confidence while performing servicing functions and conversations.
• Responsible for ensuring that the Bank's internal and external customers receive an adequate level of service and ensures all questions or concerns have been addressed.
• Strictly adheres to Bank Secrecy Act requirements, applies organizational policies and procedures in all activities.
• Adheres to all regulatory laws and adheres to compliance policies and regulations.
• Completes assigned regulatory compliance training courses.
• Will back up for Consumer, Mortgage, and Escrow Loan Servicing Specialist as needed.
• Other duties as assigned.

Other Essential Duties:

1. Responsible for special projects and/or duties relating to departmental functions as assigned by the senior loan officer.
2. Works directly with the VP Mortgage, Consumer and Compliance Department in assuring the Bank is up to date with all changes. This may require policy or procedure changes.

Skills and Abilities Required:

1. Ability to work independently in a multi-tasking environment while meeting critical deadlines
2. Proven ability to solve complex issues, and complete assigned tasks with minimal supervision
3. Strong interpersonal communication with a focus on providing excellent customer service
4. Must have excellent organizational skills; be detail-oriented, accurate and self-motivated.

Minimum Level of Preparation and Training Required:

1. Minimum of two years' experience in banking related industry
2. Minimum of two years' customer service experience preferred
3. Minimum of two years' experience in loan processing preferred
4. Knowledge of consumer and mortgage loan documentation preferred
5. Strong knowledge of the various types of financial instruments specific to the repayment of debt preferred.

Working Conditions:

1. Generally good. Some exposure to adverse conditions when making business development calls.
2. Exposed to potentially hazardous conditions (i.e. robbery/hostage). Receives detailed instructions concerning procedures to be followed during a robbery/hostage situation.