Loan Servicing Specialist II

Tompkins Bank & Trust; Town of Ithaca (NY); On-site; USD 30,000 - 34,000; Full time

Benefits offered by this job

Medical

Dental

Vision

401(k) Match

Profit Sharing

Paid Time Off

11 Holidays

Tuition Reimbursement

Free Parking throughout Tompkins Bank

Employee Referrals

Job summary

Tompkins Bank & Trust in Ithaca, NY seeks a Loan Servicing Specialist II to support Consumer, Mortgage, and Business loan escrow processes across multiple teams. The role requires precise data entry, payment posting, and accurate payoff quotes, with focus on customer service.

You will work with loan servicing supervisors, adhere to banking regulations, review documents, and prepare reports to ensure accuracy and timely completion.

Qualifications

• High School Diploma or GED required.
• Minimum three years banking or loan servicing experience.
• Strong organizational, analytical, and communication skills.
• Ability to work independently and in a team.
• Proficient with data entry and standard office software.

Responsibilities

• Perform daily duties with minimal supervision across multiple work groups and handle complex inquiries.
• Provide exceptional customer service via phone, email, and written correspondence; research and resolve inquiries.
• Prepare and monitor reports; manage credit file admin tasks and loan documentation; interact with loan officers.
• Maintain records and imaging documents; ensure audit-ready files and compliance.
• Adhere to regulatory requirements and complete required training.

Skills

Interpersonal communication

Analytical problem solving

Organization skills

Independent working

Office software proficiency

Team collaboration

Data entry

Education

High School Diploma or GED

Job description

Overview

This position works with the Retail Loan Servicing team, which is comprised of multiple work groups, each one specializing in a different stage of the loan process. This position requires the knowledge to perform specialized operational duties and complex functions associated with Consumer and Residential Mortgage Loans, and Business Loan escrow accounts across two or more work teams and in accordance with banking regulations. The Loan Servicing Specialist II will act as a resource for loan servicing specialists' supervisors.

Responsibilities

• Perform daily duties with minimal supervision or direction within two or more work groups to complete tasks including but not limited to: cross training; research and resolve complex inquiries from internal and external customers; review reports for accuracy; balance the work of the group or of one’s own work; verify online maintenance for accuracy; prepare and enter data into the online system; perform specialized and complex operational duties associated with consumer loan products, mortgage products, and business loan escrow accounts; post payments, payment corrections and loan adjustments throughout the department; data entry and disbursement of tax payments and insurance premiums; provide complete and accurate payoff quotes.
• Provide exceptional customer service to internal and external customers through a variety of communication channels including phone, email and written correspondence and takes ownership of the inquiry typically by researching and resolving complex inquiries; obtain pertinent information to elevate to other team members for further assistance, if necessary; monitor department email and distribute to appropriate work groups.
• Prepare and monitor reports for accuracy. Perform credit file administration functions including but not limited to reviewing specialized loan documents for quality control; interact with Loan Officers and dealerships with regard to loan documentation; perfection and release of loan collateral documentation using external system; add loan and verification functions on the mainframe (i.e. Loan Boarding to core).
• Maintain records and reports by validating scanned documents for quality assurance in the imaging system; file and retrieve hard copy documents; record for audit verification; legal and correspondence files.
• Adhere to regulatory and technical requirements of outside agencies; perform duties per the most recent written procedures for all assigned functions within the assigned work group to ensure the daily completion of all tasks within established completion deadlines; complete all education, training and professional development required for this position.

Qualifications

• A High School Diploma or GED.
• A minimum of three (3) years’ experience in banking, loan servicing or related field is required
• Demonstrated ability to work in an office related work environment with a focus on production and customer service.
• Must be able to work independently and as part of a team with a high level of organizational skills with minimal supervision.
• Strong interpersonal relations and communication skills.
• Well established organization techniques.
• Strong analytical and problem-solving abilities.
• Moderate computer skills to work with data, spreadsheets, word documents and other industry specific software.

Benefits

• Medical
• Dental
• Vision
• 401(k) Match
• Profit Sharing
• Paid Time Off
• 11 Holidays
• Tuition Reimbursement
• Free Parking throughout Tompkins Community Bank
• Employee Referrals

EEO Statement

Tompkins is committed to a policy of Equal Employment Opportunity ("EEO") with respect to all team members and applicants for employment and a work environment free from discrimination (including unlawful harassment) based on race, color, religion, sex, sexual orientation, transgender status, gender non-conformity, gender identity, gender expression, national origin, age, marital status, domestic violence victim status, disability, predisposing genetic characteristics, military or veteran status or status in any group protected by federal, state, or local law.

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Pay Range

USD $21.50 - USD $24.50 /Hr.