Retail Loan Servicing Generalist - Pittsfield, MA

Berkshire Bank; Pittsfield (MA); On-site; USD 28,000 - 39,000; Full time

Job summary

Berkshire Bank in Pittsfield, MA is hiring a Retail Loan Servicing Generalist to manage mortgage and consumer loan servicing tasks, including boarding, payments, escrow, and ledger corrections. The role requires attention to detail and strong customer service in a fast-paced setting.

The position reports to the Retail Loan Servicing Manager; it is non-exempt and on-site, with a salary range reflecting locality and experience. Staying compliant with bank policies is essential.

Qualifications

• High school diploma or equivalent; banking certifications a plus.
• Prior banking, lending, loan servicing, customer service experience preferred.
• Customer service experience in a high-volume transaction environment.

Responsibilities

• Adequately perform Loan Servicing tasks per procedures to meet customer and bank expectations.
• Provide back-up assistance with Loan Boarding, Payoff Requests, Payment Processing, Discharges/Collateral releases, GL corrections, Escrow, Research, and File maintenance.
• Escalate delays or issues to team lead or management; identify improvements and contribute to solutions.
• Interact with loan servicing team, other lines of business, customers, and third-party providers; stay updated on loan servicing regulations.

Skills

Attention to detail

Multi-tasking

Organizational skills

Education

High school diploma or equivalent

Banking certifications a plus

Tools

Excel

Loan processing systems

Job description

Division: Bank Operations
Department: Retail Loan Servicing
Reports to: Retail Loan Servicing Manager
Status: Non-Exempt
Grade: 6
Salary Range: $20.00 - $28.90
Actual compensation within the pay range will be determined based on factors including, but not limited to, skills, prior relevant experience, and specific work location.
Location: Pittsfield, MA

Purpose/Objective

The Retail Loan Servicing Generalist performs all tasks associated with the servicing of mortgage and consumer loans. This role is to fulfill the general loan servicing responsibilities for all loan products originated as portfolio loans or to be sold on secondary market. This could include: loan boarding, documentation review, application of payments, file maintenance, review and processing of reports, payoff quoting and posting, collateral releases, escrow, customer service, customer correspondence, general ledger account corrections, and account research. The Generalist ensures all tasks are performed in compliance with bank policies and procedures. The Generalist completes all assigned training and is a subject matter expert in loan servicing.

Key Accountabilities

• Adequately performs Loan Servicing tasks in a timely manner, in accordance with the department's procedures and guidelines to ensure customer and bank expectations are met.
• Provide back-up assistance with all areas in Loan Servicing and ensure segregation of duties, such as:
• Loan Boarding
• Payoff Requests
• Payment Processing
• Discharges/Collateral releases
• General Ledger account corrections
• Escrow
• Customer Serving and Correspondence
• Account Research
• File maintenance
• Sharepoint Requests
• Escalate time delays or issues to the team lead or management.
• Proactively self-identify areas of improvement and present remediation ideas to the team lead or management, as appropriate and be a part of the overall solution.
• Interact positively with loan servicing team members, other business lines, customers, third party providers, and various city and town municipalities through oral and written communication.
• Remain abreast of loan servicing regulations.
• Assist with any other department needs, as requested.

Education

• High school diploma or equivalent; banking certifications a plus

Experience

• Prior experience in banking, lending, loan servicing, customer service, preferred.
• Customer service experience in a high-volume transaction environment.

Skills & Knowledge

• Knowledge of core loan processing systems, Excel, and third-party operational systems, preferred.
• Attention to detail, ability to multi-task and prioritize in a fast-paced environment without loss of efficiency or composure.
• Basic math and organizational skills.

Beacon Bank is an Equal Opportunity Employer - all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, or national origin. If you would like to contact us regarding the accessibility of our website, need assistance completing the application process, or would like to request alternative methods of applying, please contact us at [e-mail].