Operations Specialist

Tompkins Bank & Trust; City of Ithaca (NY); Hybrid; USD 26,000 - 32,000; 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

Job summary

Tompkins Bank & Trust is seeking an Operations Specialist to support Central Recovery operations, handling recovery servicing, payments, reporting, and administrative tasks with accuracy and compliance.

You will collaborate with borrowers, vendors, and internal teams to ensure timely remittance processing, risk mitigation, and data integrity while contributing to process improvements and excellent customer service.

Qualifications

• High School Diploma or equivalent required.
• Minimum of two years of experience in collections, recovery, lending operations, office administration, or a related financial services environment required.
• Demonstrated ability to deliver exceptional customer service, particularly when handling complex, sensitive, or escalated situations.
• Proven ability to work independently, manage multiple priorities, and consistently meet deadlines in a fast-paced environment.
• Strong organizational, time management, and attention-to-detail skills with a focus on accuracy and quality.
• Effective verbal and written communication skills with the ability to interact professionally with borrowers, vendors, regulators, and internal stakeholders.
• Proficiency in handling confidential information and maintaining compliance with applicable policies, procedures, and regulatory requirements.

Responsibilities

• Ensure regulatory compliance and risk mitigation across recovery servicing, reporting, payment processing, and administrative activities.
• Deliver accurate, timely, and efficient execution of payment processing, documentation, reporting, and administrative functions to maintain data integrity and support departmental performance.
• Foster positive relationships and provide responsive service to borrowers, vendors, attorneys, agencies, and internal business partners to support effective recovery outcomes and a positive customer experience.
• Support loss mitigation, collections, property management, remittance processing, and recovery activities through effective account monitoring, vendor coordination, and accurate record maintenance to protect company and investor interests.
• Contribute to departmental success by supporting process improvements, maintaining organized workflows, providing cross-functional support, and promoting a collaborative, service-oriented environment.
• Regulatory Compliance and Reporting: Support regulatory compliance efforts through required reporting to state agencies, investors, and PMI providers; assist with internal audits and compliance-related information requests; ensure documentation and reporting align with policies and servicing requirements.
• Recovery Servicing and Portfolio Administration: Monitor loss mitigation programs, including repayment plans, forbearance agreements, and loan modifications; ensure required borrower notifications are generated and distributed within regulatory timelines; support collection, recovery, foreclosure, and third-party referral activities while maintaining accurate account records.
• Property and Vendor Management: Coordinate property-related services including valuations, inspections, maintenance, lien searches, insurance, and tax monitoring; manage vendor relationships and process related invoices; maintain documentation and records for vendor activities and property preservation.

Skills

Customer service

Multitasking

Time management

Attention to detail

Verbal & written communication

Independent work

Education

High School Diploma or equivalent

Job description

Overview

The Operations Specialist supports Central Recovery operations by performing a broad range of recovery servicing, compliance, payment processing, reporting, and administrative functions. This role ensures theaccurateandtimelyexecution of operational activities, supports regulatory and investor requirements, coordinates with borrowers and third-party partners, and contributes to effective portfolio management, risk mitigation, and operational excellence through exceptional service and attention to detail.

Responsibilities

• Regulatory Compliance and Risk Mitigation:Ensure all recovery servicing, reporting, payment processing, and administrative activities are completed incompliance with regulatory requirements, investor guidelines, and internal control standards to support effective risk management and audit readiness.

• Operational Excellence and Accuracy:Deliveraccurate,timely, and efficient execution of payment processing, documentation, reporting, and administrative functions tomaintaindata integrity and support departmental performance.

• Borrower, Vendor, and Stakeholder Support:Foster positive relationships and provide responsive service to borrowers, vendors, attorneys, agencies, and internal business partners to support effective recovery outcomes and a positive customer experience.

• Recovery and Portfolio Administration:Support loss mitigation, collections, property management, remittance processing, and recovery activities through effective account monitoring, vendor coordination, andaccuraterecord maintenance to protect company and investor interests.

• Continuous Improvement and Team Effectiveness:Contribute to departmental success by supporting process improvements,maintainingorganized workflows, providing cross-functional support, and promoting a collaborative, service-oriented environment.

Regulatory Compliance and Reporting

• Support regulatory compliance efforts through required reporting to state agencies, investors, and PMI providers.
• Assist with internal audits, external examinations, and compliance-related information requests.
• Ensure documentation, reporting, and operational activities align with applicable policies, regulations, and servicing requirements.

Recovery Servicing and Portfolio Administration

• Monitor loss mitigation programs, including repayment plans, forbearance agreements, and loan modifications.
• Ensure required borrower notifications are generated and distributed within regulatory timelines.
• Support collection, recovery, foreclosure, and third-party referral activities while maintaining accurate account records.

Property and Vendor Management

• Coordinate property-related services, including valuations, inspections, maintenance, lien searches, insurance, and tax monitoring.
• Manage vendor relationships and process related invoices to support timely service delivery and portfolio administration.
• Maintain documentation and records associated with vendor activities and property preservation efforts.

Payment Processing and Financial Administration

• Receive, process, reconcile, and research borrower and third-party remittance payments.
• Support payment-related reporting and resolve exceptions or discrepancies in a timely manner.
• Process accounts payable activities, maintain supporting documentation, and assist with departmental expense tracking and reporting.

Customer Service and Operational Support

• Deliver professional service and support to borrowers, vendors, and internal stakeholders.
• Provide administrative support, manage departmental mail and supplies, and maintain electronic documentation records.
• Perform cross-functional support and backup responsibilities to ensure continuity of Central Recovery operations.

Qualifications

• High School Diploma or equivalent required.

• Minimum of two years of experience in collections, recovery, lending operations, office administration, or a related financial services environment required.

• Demonstrated ability to deliver exceptional customer service, particularly when handling complex, sensitive, or escalated situations.

• Proven ability to work independently, manage multiple priorities, and consistently meet deadlines in a fast-paced environment.

• Strong organizational, time management, and attention-to-detail skills with a focus on accuracy and quality.

• Effective verbal and written communication skills with the ability to interact professionally with borrowers, vendors, regulators, and internal stakeholders.

• Proficiency in handling confidential information and maintaining compliance with applicable policies, procedures, and regulatory requirements.

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, and local law.

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Pay Range

USD $19.50 - USD $23.00 /Hr.