Retail Loan Servicing Generalist

Position : Retail Loan Servicing GeneralistLocation : Pittsfield, MADivision: Consumer Lending and PaymentsDepartment: Retail Loan ServicingReports to: VP, Loan Servicing Manager or VP, Business Line Accounting OfficerStatus: Non-ExemptGrade: 6Location: Hybrid/Pittsfield, MA – 66 West StPurpose/Objective :The Retail Loan Servicing Generalist performs all tasks associated with the servicing of mortgage and consumer loans. This role is to fulfill the general loan servicing responsibilities for all loan products originated as portfolio loans or to be sold on secondary market. This could include: loan boarding, documentation review, application of payments, file maintenance, review and processing of reports, payoff quoting and posting, collateral releases, escrow, customer service, customer correspondence, general ledger account corrections, and account research. The Generalist ensures all tasks are performed in compliance with bank policies and procedures. The Generalist completes all assigned training and is a subject matter expert in loan servicing.Key Accountabilities :

Adequately performs Loan Servicing tasks in a timely manner, in accordance with the department’s procedures and guidelines to ensure customer and bank expectations are met.

Provide back-up assistance with all areas in Loan Servicing and ensure segregation of duties, such as:

Loan Boarding

Payoff Requests

Payment Processing

Discharges/Collateral releases

General Ledger account corrections

Escrow

Customer Serving and Correspondence

Account Research

File maintenance

Sharepoint Requests

Escalate time delays or issues to the team lead or management.

Proactively self-identify areas of improvement and present remediation ideas to the team lead or management, as appropriate and be a part of the overall solution.

Interact positively with loan servicing team members, other business lines, customers, third party providers, and various city and town municipalities through oral and written communication.

Remain abreast of loan servicing regulations.

Assist with any other department needs, as requested.

Ensures compliance with all banking laws, rules, regulations, and prescribed policies/practices/procedures necessary to reduce risk and uphold ethical standards related to and required by one’s duties.

Education:

High school diploma or equivalent; banking certifications a plus

Experience:

Prior experience in banking, lending, loan servicing, customer service, preferred.

Customer service experience in a high-volume transaction environment.

Skills & Knowledge:

Knowledge of core loan processing systems, Excel, and third-party operational systems, preferred.

Attention to detail, ability to multi-task and prioritize in a fast-paced environment without loss of efficiency or composure.

Basic math and organizational skills.