Loan Servicing Lead Specialist

First Federal Bank & Trust
Job Description
Loan Servicing Lead Specialist

Department: Servicing
Job Classification: Exempt
EEOC Category: Professionals

Role: Our work environment is fast-paced and requires team members to provide excellent customer service, be detail-oriented, learn quickly and have strong organizational skills. Most importantly, we want our team members to have a positive attitude and enjoy their job and their co-workers.

Summary: To perform this job successfully, this position must possess both a professional demeanor and be willing to perform various tasks in multiple functional departments. This position is required to provide Fannie Mae expertise to effectively manage the bank’s delinquent loan portfolio. The collection specialist function will be responsible for the collection of past due loans for the bank’s loan portfolio and all other aspects of collections, resolving customer billing problems and reducing loan portfolio delinquency, in compliance with federal regulations and law. Additionally, support of the loan servicing function is necessary. The candidate must be able to effectively and cooperatively work with multiple supervisors and perform job duties in accordance to and in the spirit of the bank’s mission statement.

Major Duties and Responsibilities:

In-House Loan Servicing
• Knowledgeable with Residential, Commercial and Leasing portfolio requirements
• Develop and implement policy and procedure to ensure adherence to guidelines.
• Required to adhere to all company policies and procedures regarding payment arrangements, account documentation, proper disclosures, and update of customer information.
• Provide additional reports as requested by management for loan tracking

Must comply with all company policies and procedures, applicable laws and regulations, including but not limited to, the Bank Secrecy Act, the Patriot Act, and the Office of Foreign Assets Control.

Fannie Mae Servicing
• Knowledgeable with Fannie Mae servicing and reporting requirements.
• Develop and implement policy and procedure to ensure adherence to investor requirements and guidelines.
• Serve as liaison to investors concerning portfolio issues and requirements.
• Required to adhere to all company policies and procedures regarding payment arrangements, account documentation, proper disclosures, and update of customer information.
• Provide additional reports as requested by management for investor tracking.

Loan Servicing Administration
• Supervise and train loan servicing staff
• Reconcile MERS Report to CIM monthly
• Back up Loan Servicing Operations

Collection Specialist
• Monitor bank’s delinquent loan portfolio and handle all aspects of collections according to the Collection Policy
• Monitor bank’s delinquent servicing portfolio and handle all aspects of collection according to respective investor default management requirements
• Document borrower contact in core processor (FPS)

Provide and promote exceptional customer service.

Knowledge & Skills:

2-5 years of similar or related experience, including preparatory experience

A 2-year college degree or completion of a specialized course of study at a business or trade school requiring approximately 64 credit hours

Interpersonal Skills
A significant level of trust, credibility and diplomacy is required. In-depth dialogue, conversations and explanations with
customers, direct and indirect reports and outside vendors can be of a sensitive and/or highly confidential nature.
Communications may involve motivating, influencing, educating and/or advising others on matters of significance.
Typically includes subject matter experts as well as first level to middle managers.

Other Skills

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.

Approaches others in a tactful manner; reacts well under pressure, treats others with respect and consideration regardless of their status or positions, accepts responsibility for own actions; follows through on commitments.
Professional appearance and attire. Work area organized with a professional atmosphere.

Balances team and individual responsibilities; contributes to building a positive team spirit; supports everyone’s efforts to succeed.

Mathematical Skills
Ability to calculate figures and amounts such as discounts, interest, commissions. Ability to add, subtract, multiply and divide in all units of measure, using whole numbers, common fractions, and decimals.

Reasoning Ability
Ability to apply common sense and understanding to carry out instructions furnished in written, oral, or diagram form.
Ability to deal with problems involving several concrete variables in standardized situations.

ADA Requirements:

Physical Requirements
Perform primarily sedentary work with limited physical exertion and occasional lifting of up to 50 lbs. Must be capable of climbing/descending stairs in emergency situation. Must be able to operate routine office equipment including telephone, copier, facsimile, and calculator. Must be able to routinely perform work on computer for an average of 6-8 hours per day, when necessary. Must be able to work extended hours whenever required or requested by management.
Must be capable of regular, reliable and timely attendance.

Working Conditions
Must be able to routinely perform work indoors in climate-controlled shared work environment with moderate noise.

Mental and/or Emotional Requirements
Must be able to perform job functions independently and with limited supervision. Must work effectively as part of a team. Must be able to read and carry out various written instructions and follow oral instructions. Must be able to speak clearly and deliver information in a logical and understandable sequence. Must be able to perform basic financial calculations with accuracy. Must be capable of dealing calmly and professionally with numerous different personalities from diverse cultures at various levels within and outside of the organization and demonstrate the highest levels of customer service and discretion when dealing with the public. Must be able to perform responsibilities with composure under stress of deadline, requirements for extreme accuracy and quality and/or fast pace. Must be capable of exercising highest level of discretion on confidential matters.

Nothing in this position description restricts management’s right to assign or reassign duties and responsibilities to this job at any time.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. This job description is not a contract and should not be construed as a guarantee of employment for any specific period of time.

First Federal Bank & Trust is an Equal Opportunity Employer and does not discriminate against employees or applicants based on race, color, religion, sex/gender, national origin, disability, age, or any other category protected by law.

Submit resume and/or inquiry to Position open until filled.
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