Loan services representative job description

**If you are a current FIB employee, please apply through the Career Worklet in the Employee Portal.
This position is located at our Spokane Downtown branch.

SUMMARY
Provide general customer service and task management related to Mortgage Loans. Collaborate across servicing and other related mortgage loan teams to accommodate customer requests and improve process and workflow.

ESSENTIAL DUTIES & RESPONSIBILITIES include the following; other duties may be assigned.
Assist with customer service calls regarding account inquiries, problem solving and complaint resolution.Ensure all appropriate insurance coverage is in place for all serviced loans, to include vendor communication when necessary.Payment and payoff processing Updating data in the servicing core system, and documenting customer contact Ensure compliance with all regulatory and investor guidelines.

QUALIFICATIONS
To perform the 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. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions

EDUCATION & EXPERIENCE
High School Diploma or General Education Degree (GED) and previous Customer Service experience required. The ideal candidate will possess skills in accounting, be able to multi-task and must be very organized. Prior Mortgage Loan Servicing experience is preferred.

LANGUAGE SKILLS
Ability to read and comprehend instructions, short correspondence, and memos. Ability to write simple correspondence. Ability to effectively present information one-on-one and small group situations to customers and other employees of the organization.

MATHEMATICAL SKILLS
Ability to calculate in all units of measure using whole numbers, fractions, and decimals. Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages, area, circumference, and volume in all units of measure. Ability to apply concepts of basic algebra and geometry.

REASONING ABILITY
Ability to apply common sense understanding to carry out instructions furnished in written and/or oral form. Ability to solve practical problems and deal with a variety of situations. Ability to interpret documents to ensure they are correct.

PHYSICAL DEMANDS
While performing the duties of this job, the employee is regularly required to use hands to finger, handle, or feel; reach with hands and arms; and talk or hear. The employee frequently is required to walk, sit, and climb or balance. The employee is occasionally required to stand and stoop, kneel, crouch, or crawl. The employee must occasionally lift and/or move up to 10 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, and ability to adjust focus.

WORK ENVIRONMENT
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

The noise level in the work environment is usually moderate.
**If you are a current FIB employee, please apply through the Career Worklet in the Employee Portal.

At Exeter Finance, we are committed to helping customers find the right financing for their next vehicle purchase. By building strong relationships with our customers and network of dealer partners we are able to give options that make sense, getting customers behind the wheel of their car.

Every team member is integral to our success. Whether you're at a servicing center helping customers with their loans, in the field building relationships with dealers, or supporting the company from its corporate offices, you'll enjoy a nurturing, invigorating and positive work environment.

Our vision is to be a premier finance company and lender of choice known for its People, Performance and Service.
Job Description

Job Summary:
The Collector I position will perform recovery efforts to minimize losses on accounts that are identified as being delinquent for 5 to 80 days. In addition, this team member may be responsible for general customer service questions including daily interest accrual, pay dates, and due date changes requests. In the Collector I role, customer accounts may be assigned monthly. The Collector I may use both an auto dialer and manual dialing to contact and negotiate with customers. Team member must have ability to perform as back up for other departments as business needs dictate.

Job Duties:
Works with customer in an effort to satisfy any deficient balances. Reviews, monitors, and engages with a high volume of customers per day.
Reviews delinquent accounts daily and maintains losses at or below established guidelines for assigned job duties.
Accurately documents all account activities and pertinent information to include, but not limited to, verifications and demographic changes.
Meets individual and departmental objectives set by department management. Strives to continuously improve the quality and productivity of work.
Notifies management of accounts needing additional attention.
Ensures compliance with Exeter's policies, procedures, safety, state and federal laws, regulations, and standards.
Other duties as assigned.

Education and Work Experience:
High School Diploma or equivalent. College degree preferred.
Zero (0) to three (3)+ years of collections experience or equivalent education and training is required.
Experience in the finance or credit industry a plus
Familiarity with indirect loan documentation, i.e. contracts, ancillary products, certificates, bankruptcies is preferred.
Database skills a plus.
A working knowledge of automobile finance, collections, loan services, and/or specialty areas preferred.
Proficiency in SHAW Collections and SHAW Retail is a plus.
Proficiency in Microsoft Word and Excel is required.
Proven analytical & problem-solving skills is required, as well as the ability to utilize appropriate analysis, judgment, and logic.
Excellent written and verbal communication skills are required.
Self-motivated with the ability to complete multiple tasks with minimal supervision.
High attention to detail; able to methodically review the execution of procedures and identify issues.

Exeter Finance LLC is an Equal Opportunity Employer.

We are searching for an experienced Loan Servicing Representative Mortgage/Commercial Servicing.
South Bend, Indiana


Essential Function


Performs a variety of post loan closing duties involving mortgages and commercial loans. These duties include loan maintenance, loan adjustments, report monitoring, insurance monitoring, payment processing, credit reporting, lien perfection, payoffs, lien releases and document archival. Provides exceptional service to members and team members, via the telephone and email.


Primary Responsibilities & Duties

1. Responsible for correspondence and communicating with members and team members over the telephone and e-mail regarding loan servicing related requests.
2. Responsible for processing internal and external requests for reversal of loan fees, adjustment of payments, loan payoffs and satisfaction of mortgages.
3. Assists in monitoring of loans for required insurance, claims processing and force placement if lapse occurs.
4. Responsible for ensuring compliant reporting to Credit Reporting Agencies.
5. Responsible for collaborating with Consumer Loan Servicing to facilitate Credit Report Disputes via phone, e-mail or mail.
6. Processes payments for various insurances and taxes.
7. Ensure compliance with all escrow regulations.
8. Assists in monitoring various loan reports to ensure accuracy and compliance with servicing TCU lending policy.
9. Assists with various transactions servicing secondary market loans with Fannie Mae and FHLB.
10. Establishes and services home equity line of credits and commercial credit card accounts.
11. Assumes additional responsibilities as requested by the manager.

Specific Skills

• Transaction Reconciliation, highly accurate data entry skills and detail orientated in research are a necessity.
• Excellent human relations, verbal and written communication skills.
• Organizational skills and the ability to multi-task and prioritize the workload.

Accountability

• Errors related to this position may affect multiple areas due to the reliance on the records retrieval systems.
• Accountable for following established procedures and security measures in order to protect the Credit Union from liability.
• Accountable for excellent member service and adherence to the Credit Union's philosophy and Service Expectations.
• Accountable for understanding and applying government laws and regulations and TCU policies and procedures relating to the Anti-Money Laundering Regulations including but not limited to the Bank Secrecy Act (BSA), US PATRIOT ACT and OFAC

Minimum Requirement

• High School Diploma (GED) or equivalent skills and abilities
• Recent lending experience preferred.
• 1 to 2 years required utilizing computer software in a windows environment, i.e.; Microsoft Excel, Word, etc.
• Knowledge of lending regulations a plus.

Non-Exempt

Hourly Wage

Starting at a minimum of $17.00 an hour and higher.

Our company provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics.