Mortgage Servicing Specialist I

Bangor Savings Bank; Bangor (ME); Hybrid; USD 30,000 - 36,000; Full time

Job summary

Bangor Savings Bank is seeking a Mortgage and Consumer Loan Servicing Specialist in Bangor, Maine. This full-time role offers remote and on-site work with a requirement of at least three days in the office weekly.

You will service residential mortgages and consumer loans, use the Jack Henry Silverlake system, and deliver exemplary customer service to internal and external clients. Levels I-III describe growth paths with increasing responsibilities, including process improvement and potential

Qualifications

• Banking and loan servicing knowledge is preferred.
• Ability to communicate effectively with customers and colleagues.
• Strong computer and data entry skills with core banking systems.
• Demonstrated reliability, accuracy, and attention to detail.

Responsibilities

• Serve as the primary contact for mortgage and consumer loan servicing.
• Maintain audit readiness and compliance with regulations.
• Process payments and reconcile accounts accurately.
• Review loan documentation and support loan servicing tasks.
• Provide exceptional customer service by phone and email.

Skills

Customer service

Computer skills

Communication

Independent worker

Problem solving

Multitasking

Goal oriented

Education

College Degree Preferred

High School Diploma or Equivalent Required

Tools

Jack Henry Silverlake

Job description

Pay Range

Pay Range: $22.50 - $26.40 (Hourly) - Position Overview: This is a full-time career opportunity based in Bangor, Maine, offering both remote and on-site work options, with a requirement of a minimum of three days per week in the office. The Mortgage and Consumer Loan Servicing Specialist role entails servicing both the Bank's residential mortgage and consumer loan portfolios, implementing consistent controls to mitigate operational risk, and delivering exceptional customer service to internal and external clients. Specialists respond efficiently to customer requests, focusing on prompt resolutions and demonstrating a high level of proficiency with the Bank's core banking system (Jack Henry Silverlake). Level I: Primary focus is on the personal development of skills and acquisition of knowledge related to the role. Quality of work is vital to success and development to higher levels. Level II: Level I expectations of continued development of skills, acquisition of knowledge, and quality of work remain with additional focus on increasing production of work-product. Level III: Level I and II expectations of quality, production, and continued development/knowledge growth remain with added responsibilities that may include training less-experienced associates, assisting with complex issues/projects, reviewing processes and procedures for improvement opportunities.

Key Accountabilities

• Serve as the primary contact for internal and external customers regarding mortgage and consumer loan servicing, ensuring adherence to federal and state regulations.
• Maintain compliance with policies and procedures, maintaining internal and external audit readiness.
• Demonstrate understanding of mortgage and consumer lending processes and products, including end-customer usage and structure.
• Independently resolve complex customer issues accurately and timely, requiring contact with internal departments, external partners, and government agencies as necessary.
• Identify opportunities to enhance operational efficiency and accuracy through process improvements.

General Accountabilities

• Ensure collateral interest is secured, manage lien perfection on collateral secured accounts, and ensure reporting accuracy with state agencies for collateralized loans.
• Process payments, reconcile accounts, and provide allocations to financial institutions and/or government entities.
• Evaluate requests for account modification/renewal for accuracy before conducting required transactions.
• Review and evaluate periodic reconciliations for specific general ledger accounts to manage loan exceptions.
• Conduct maintenance activities to update the system as process changes occur.
• Interact harmoniously with others, focusing on bank goals through teamwork.
• Perform additional duties as assigned, including providing training to colleagues.

Functional Areas/Tasks Include

• New Loan Documentation Review
• New Loan Booking to Core System (Jack Henry Silverlake)
• Loan Modification Coordination and Processing
• Home Equity Loan Servicing
• Collateral Tracking and Discharges
• General Ledger Reconciliation
• General Loan Account Maintenance
• General Customer Service Activities (via Phone and E-Mail)
• Credit Bureau Reporting and Disputes

Key Competencies

• Creativity/Innovation
• Adaptability/Flexibility
• Proactivity/Initiative
• Integrity/Ethics
• Interpersonal Skills
• Organizational SkillsVision/Values

Knowledge/Experience

• College Degree Preferred
• High School Diploma or Equivalent Required
• Banking and/or Loan Experience

Helpful Skills

• Committed to providing exceptional customer service.
• Strong computer skills with the desire to learn and apply new technology.
• Demonstrated ability to effectively communicate, verbal and written.
• Proven ability to meet goals and standards and perform in a fast-paced, challenging work environment.
• Capacity to work with little supervision and make independent decisions.
• Ability to research and solve problems.
• Ability to manage multiple tasks concurrently and prioritize accordingly.

Physical Demands/Conditions

Physical Demands/Conditions: General office environment Moderate lifting (to 35 lbs.) required, along with moderate reaching, walking, sitting, and standing.

Equipment Used

Equipment Used: General office equipment External and internal applications and position incumbents who become disabled must be able to perform the essential functions either unaided or with the assistance of a reasonable accommodation to be determined by management on an individual basis.

Training and Benefits

At Bangor Savings, we understand the importance of continuing to nurture an internal culture of excellence for each of our employees. We offer internal and external training to assist our employees in realizing their career aspirations including internships, lateral training, management training, and tuition reimbursement. We also offer a unique set of benefits designed to support our employees in living their best life and achieving their goals. Our holistic health and wellness programs allows each employee to customize their approach to well-being. And our pay, rewards, recognition, and incentive programs ensure that they are well-compensated for a job well-done. At Bangor Savings Bank, the work our employees do each and every day allows us to deliver on our promise to make a difference in the lives of people in New England in a way that really matters.

Equal Employment Opportunity

Bangor Savings Bank provides equal employment opportunities to all applicants and employees without regard to race, color, religion, gender, sexual orientation, age, national origin or any other class protected under state or federal law and affirmatively seeks to advance the principals of equal employment opportunity. In addition, the Bank is committed to providing equal employment opportunities to qualified persons with disability, veterans, and/or disabled veterans. No question on this application is intended to secure information to be used for such discrimination, this application will be given every consideration, but its receipt does not imply that the applicant will be employed. This application will remain active for a period of 90 days. If, after such time, you still wish to be considered for employment, you must reapply. Bangor Savings Bank does provide workers compensation coverage for employees injured on the job. It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.