Loan Servicing Specialist – Mortgage & Consumer Loans

Burke & Herbert Bank & Trust; Moorefield (WV); On-site; USD 42,000 - 52,000; Full time

Job summary

Burke & Herbert Bank & Trust in Moorefield, WV seeks a Consumer Loan Servicer to support mortgage, HELOC, and consumer loan servicing throughout the life of the loan. You will be the primary contact for borrowers, handling servicing questions and requests with accuracy and timeliness.

Responsibilities include customer support, account research, loan maintenance, payment and payoff assistance, exception resolution, and documentation tracking.

Qualifications

• High school diploma or equivalent required.
• Two or more years of experience in loan servicing, loan operations, retail banking, lending support, customer service, or a related financial services role preferred.
• Experience supporting mortgage, HELOC, or consumer loan products preferred.
• Experience handling customer inquiries, account research, issue resolution, payment processing, or loan maintenance preferred.
• Familiarity with loan servicing systems and document management platforms preferred.
• Knowledge of consumer lending regulations and servicing requirements preferred.

Responsibilities

• Respond to borrower questions regarding mortgage, HELOC, and consumer loans through phone, email, and written correspondence.
• Research and resolve servicing questions related to payments, balances, histories, escrow, insurance, loan terms, payoffs, and maintenance.
• Process loan maintenance accurately and timely, including changes to borrower information and payments.
• Assist borrowers with payment processing, payoff requests, and servicing needs.
• Support payment research, payoff processing, loan balancing, and document tracking.
• Assist with escrow-related servicing activities, including tax and insurance inquiries, research, and supporting documentation.
• Review, track, and resolve servicing exceptions, documentation deficiencies, and system discrepancies.
• Maintain accurate servicing records and notes; follow federal/state requirements, bank policies, and internal controls.
• Partner with Lending, Collections, Compliance, Technology, Finance, and other departments to resolve issues and improve handoffs.
• Assist with system testing, procedural updates, and servicing-related initiatives.
• Meet established service levels, production standards, and customer service objectives.

Skills

Mortgage servicing knowledge

Customer service

Attention to detail

Document management

Microsoft Office

Teamwork

Communication

Education

High school diploma or equivalent

Tools

Loan servicing systems

Document management platforms

Microsoft Office

Job description

Burke & Herbert Bank & Trust in Moorefield, WV seeks a Consumer Loan Servicer to support mortgage, HELOC, and consumer loan servicing throughout the life of the loan. You will be the primary contact for borrowers, handling servicing questions and requests with accuracy and timeliness.

Responsibilities include customer support, account research, loan maintenance, payment and payoff assistance, exception resolution, and documentation tracking.