Loan Servicing Associate I

Windsor Advantage, LLC; Indianapolis (IN); Hybrid; USD 51,577,000 - 77,366,000; Full time

Benefits offered by this job

Medical, Dental, Vision insurance

Company-paid Life Insurance

Disability Insurance

401k with company contributions

Paid Time Off and Paid Holidays

Parental Leave

Job summary

Windsor Advantage LLC in Indianapolis, IN, seeks a Loan Servicing Associate to manage government guaranteed loans and client relationships. The role emphasizes accurate documentation, borrower communication, and adherence to SBA/USDA guidelines.

The position is hybrid, with in-office Mondays, Wednesdays, and Thursdays, and remote options on Tuesdays and Fridays. Base pay is $18.00–$27.00 per hour, with eligible annual bonus and comprehensive benefits.

Qualifications

• Bachelor’s degree or equivalent related work experience.
• Minimum of 1 year of experience in a fast-paced work environment with increased responsibilities.
• Experience working effectively with off-site team members to complete projects.
• Experience with all SBA product offerings preferred.
• Experience with USDA product offerings preferred.
• Knowledge of commercial loan products and basic accounting.
• Knowledge of legal and closing documents, insurance documents, construction documents, appraisal documents, and environmental documents preferred.
• Extensive knowledge of SBA/USDA, government guaranteed lending preferred.

Responsibilities

• Oversee Loan Servicing policies and procedures and ensure compliance with regulatory and bank guidelines.
• Manage electronic supporting documentation packages for all functions.
• Servicing lifecycle of a loan from funding through payoff, including borrower/lender communication and billing notices.
• Create and provide Portfolio Loan Reports to lenders monthly and coordinate review meetings.
• Manage the Loan Servicing inbox and respond to inquiries from borrowers and lenders.
• Prepare loan payoff letters as requested by stakeholders.
• Enter notices into SBA FTA portal to maintain active payoff status.
• Adhere to SBA/USDA policies and use Loan Manager system for servicing.
• Review DDA sheets and autopay to ensure accurate payment entries.
• Prepare 1502 reports and monthly lender reporting for SBA submission.

Skills

Commercial loan products

Basic accounting

SBA/USDA knowledge

Closing documents familiarity

Team collaboration

Education

Bachelor’s degree or equivalent related work experience

Tools

PCFS2000 Loan Manager

SBA/USDA portals

Job description

About Us

Windsor Advantage, an affiliate of Capital Bank N.A., is one of the nation's leading Lender Service Providers (LSP). Windsor Advantage provides banks, credit unions and CDFIs with a comprehensive outsourced SBA 7(a) and USDA lending platform without the need to hire staff or incurring capital expenditures. Since 2010, Windsor has processed more than $4.5 billion in government guaranteed loans and currently services a portfolio for over 100 lenders nationwide.

With more than 150 years of cumulative SBA lending experience, cutting edge technology, rigid controls and consistent processes, Windsor is uniquely qualified to assist any size lender with implementing a thoughtful and profitable government guaranteed lending initiative.

Capital Bank N.A. is headquartered in Maryland and has been serving our communities since 1999. We stand as a publicly traded company (NASDAQ: CBNK) with over $3 billion in assets. We offer commercial and consumer banking services primarily to clients in Maryland, DC, and Northern Virginia, alongside two nation-wide lending brands; Capital Bank Home Loans and OpenSky, a credit card division that offers and services credit cards across all states.

Position Purpose

The Loan Servicing Associate is responsible for managing a variety of duties necessary for the effective servicing of Government Guaranteed Commercial Loans, with the opportunity to manage critical lender relationships. Responsible for providing quality customer service after loans have closed and funded through payoff, coordinating collection of payments, and reconciling accounts. The Loan Servicing Associate will respond to inquiries and/or initiate communication with clients and third parties (e.g. Windsor clients (banks), insurance agents, attorneys, CPA’s etc.), exercising discretion and judgement for the necessary decisions associated with the essential functions below.

Position Responsibilities

• Exhibit a detailed understanding, application and adherence to Loan Servicing policies and procedures. Oversee and ensure policies and procedures are being followed in compliance with regulatory and bank guidelines.
• Manage the complete, accurate and auditable electronic supporting documentation packages for all functions that are performed.
• Manage the servicing lifecycle of a loan from funding through payoff. This includes managing effective relationships with borrowers and lenders, reviewing requests for loan modifications to transition to the Portfolio Management group; providing borrowers with billing notices, amortization schedules, rate change notices, and year end interest statements upon request and reviewing payment activity with the borrower to ensure questions are addressed.
• Create and provide Portfolio Loan Reports to lenders monthly, reviewing the data and accuracy of these reports with a high attention to detail. Scheduling meetings or phone calls with lenders to review the Portfolio Loan Reports as needed.
• Manage the Loan Servicing inbox for all requests from borrowers, lenders, or the SBA relevant to the servicer’s assigned portfolio.
• Prepare loan payoff letters as requested by borrowers, lenders, or third parties as needed.
• Enter appropriate notice into the SBA’s FTA portal for loans that intend to pay off, mitigating risk to the company by ensuring that the notice remains active through payoff.
• Exhibit a familiarity and understanding of all SBA Loan Servicing polices (SOP 5057).
• Proficiently use the PCFS2000 Loan Manager system (Loan Manager) for proper servicing of each loan within the servicer’s portfolio.
• Review all DDA sheets, autopay, and lender correspondences monthly to ensure all borrower loan payments are entered into the system of record, as well as monitor the lender servicing account for returned payments.
• Prepare and review lender 1502 reports to ensure accuracy and submission to the SBA’s FTA monthly.
• Prepare lender monthly reporting and provide (via email) to banks.
• Prepare “Billing Notices” and provide them to borrower (via email or USPS).
• Review applicable loan closing documents to obtain data points needed for accurately onboarding new loans into the system of record. Review final onboarding details for accuracy and deliver onboarding notification to lender.
• Review loan participations for accuracy and address issues with lender as needed.
• Ability to calculate simple interest in order to explain payment splits and interest rate changes to borrowers and lenders.
• Manage loan servicing phone line daily to answer incoming phone calls and answer borrower, lender, or third party questions with a high level of customer service.
• Lender GL reconciliation and payment reconciliations.
• Accurate processing of all payment types including checks processing, ACH, and wire transfers.
• Adhere specifically to all Company policies and procedures, Federal and State regulations, and laws.
• Perform other duties as required.

Minimum Education & Experience

• Bachelor’s degree or equivalent related work experience.
• Minimum of 1 year of experience in a fast-paced work environment with increased responsibilities.
• Experience working effectively with off-site team members to complete projects.
• Experience with all forms of closing documentation and closing requirements preferred.
• Experience with all SBA product offerings preferred.
• Experience with USDA product offerings preferred.

Technical Knowledge And Skills

• Knowledge of commercial loan products and basic accounting.
• Knowledge of legal and closing documents, insurance documents, construction documents, appraisal documents, and environmental documents preferred.
• Extensive knowledge of SBA/USDA, government guaranteed lending preferred.

Compensation

• Base Salary Range: $18.00- $27.00 hourly. Final determination of where you are at in the salary range is based on numerous factors such as geographical location, relevant experience, skill set, education, and ability to meet qualifications within the job description.
• Additional Compensation: This role will include a yearly annual target bonus based on individual performance.

Working Arrangements

• This is a hybrid role expected to work in office Monday, Wednesday, and Thursday. You will be able to work remotely on Tuesday and Friday. In our Indianapolis or Charleston offices .

Why Join Us?

• Join a growing company with a culture that fosters an entrepreneurial spirit
• Comprehensive benefits package including Medical, Dental, Vision, Company Paid Life Insurance, Disability Insurance, and more?
• Company Contributions to your 401k - Regardless of your contribution
• Employee Perks: Paid Parental Leave, Employee Recognition Program, Leadership Program, Tuition Reimbursement Program, Employee Bank Checking Account, and much more!
• Generous Paid Time Off and Paid Holidays - Including Paid Charity Hours to support volunteer opportunities

Supporting Businesses. Helping People. Strengthening Communities.

Windsor Advantage LLC is an E-Verify, affirmatve action and equal opportunity employer.