Loan Servicing Specialist II

Peoples Bank - Newton, NC; Newton (NC); On-site; USD 42,000 - 65,000; Full time

Job summary

Peoples Bank - Newton, NC seeks a Loan Servicing Specialist to respond to customer requests by phone or email, follow up on inquiries, and handle consumer, commercial, and mortgage loan inquiries. You will enter and modify loan data in the core system and process loan drafts, payments, and endorsements.

The role requires accuracy, strong customer service, and familiarity with loan policies, escrow, and regulatory compliance. Team-based, cross-functional work is expected.

Qualifications

• Experience reading and applying policies and procedures
• Ability to analyze and interpret business documents
• Strong customer service orientation and communication skills

Responsibilities

• Respond to customer service requests daily by phone, email, or as assigned by Manager/Team Lead
• Perform daily customer follow-up to resolve or update inquiries
• Handle inquiries related to consumer, commercial, and mortgage loans
• Key or upload loan data into core processing system and process loan drafts/modifications
• Key monetary transactions and perform system file maintenance
• Assist with year-end processing and forms 1098/1099C/1099A
• Maintain knowledge of general ledgers and regulatory requirements
• Process loan payments received by daily mail and monitor escrow disbursements
• Review/update loan servicing policies and maintain service-level standards
• Provide exceptional service to internal/external customers and collaborate with internal teams
• Support internal and external Loan Servicing functions
• Adhere to bank loan policies, procedures, and compliance requirements (BSA/AML/CIP/OFAC)
• Operate with accuracy and attention to detail in a team environment

Skills

Policy interpretation

Multitasking

Attention to detail

Customer service

Communication skills

Problem solving

Education

High school diploma or equivalent

Associate's or Bachelor's in business/finance

Tools

Microsoft Outlook

Microsoft Word

Excel

Job description

Position is responsible for (1) Responding to customer service requests on a daily basis through phone, email or as assigned by Manager or Team Lead. (2) Performing customer follow-up daily to resolve or provide updates on any open customer inquiry (3) Handling internal or external customer inquiries related to general customer service for consumer, commercial, and mortgage loans or other loan inquiries. (4) Ability to key or upload consumer loans, mortgage loans, commercial loans into the core processing system as well as processing all loan drafts and modifications. (5) Keying monetary transactions (6) Performing system file maintenance on existing loan data and transactions. (7) Year-end processing, keying and knowledge of 1098, 1099C, and 1099A forms (8) Working knowledge of general ledgers (9) Completing credit inquiries and verifications (10) Disbursing escrowed funds for taxes, life insurance, homeowner’s insurance (11) Processing loan payments received in daily mail. (12) Reviewing and updating operating policies and procedures specific to the Loan Servicing functions (13) Maintaining department service-level standards and providing exceptional customer service to internal and external customers (14) Partnering with internal customers to help achieve the business goals of the bank (15) Providing support for internal and external Loan Servicing functions (16) Adhering to the internal loan policy and procedures of the bank as well as adherence to compliance regulations and state/federal banking laws (17) Adhering to regulatory requirements of the Bank Secrecy Act, Anti-Money Laundering, Customer Identification Program and OFAC.

Qualifications

Required Education:

• High school graduate or equivalent
  
  

Preferred Education

• Associate’s degree from a two-year college in business related field or bachelor’s degree in business or finance from a four-year college or university
  
  

Required Experience

• Previous work experience servicing consumer, commercial, and mortgage loans
  
  

Preferred Experience

• Fiserv core processing and loan servicing experience
• Nautilus
  
  

Required Skills

• Ability to read, analyze and apply policies and procedures, and interpret business and procedural documents
• Ability to multi-task, organize and prioritize assignments
• Ability to calculate figures and amounts
• Ability to carry out instructions and deal with standard situations with minimal supervision
• Must have problem solving ability
• Attention to detail
• Time management skills
• Must have excellent customer service skills, interpersonal skills and communication skills to effectively deal with various levels of internal and external customers
• Proficient personal computer skills including Microsoft Outlook, Microsoft Word and Excel spreadsheets
• Ability to work well in a team environment
  
  

Preferred Skills

• A demonstrated use of advanced computer skills
• Bilingual