Loan Operations Specialist

Job Description

How will this role impact First Command? Responsible for providing operational support for consumer loan servicing activities, including payment processing, loan maintenance, customer service, reporting, and account administration. Ensures loan transactions are processed accurately, timely, and in accordance with bank policies and procedures while delivering excellent service to clients, advisors, and internal business partners.

• Manage the loan servicing inbox and respond to loan-related inquiries from clients, advisors, and internal departments.
• Process loan payments received through various channels, including ACH, AFT, wire transfers, internal transfers, and other approved payment methods.
• Research and resolve payment discrepancies, rejected transactions, and unposted payments.
• Review and process Loan Change Memos and approved loan modifications.
• Manage loan payoff requests, ensuring accurate payoff calculations, loan closure, and document retention requirements are completed.
• Provide support through the department phone queue and deliver prompt resolution of customer inquiries.
• Review system reports, research and resolve exceptions, and complete required operational reporting to support the accuracy of loan servicing activities.
• Maintain accurate records and ensure documentation is properly retained in designated systems.
• Assist with audits, compliance reviews, and quality control activities.
• Cross-train and provide backup support for other Consumer Loan Operations functions as assigned.

• High school diploma or equivalent required.
• Bachelor’s degree in business, finance, accounting, or economics preferred.

• With a high school diploma or Associate’s degree: 1-3 years of experience working in banking/financial services required (experience working directly with clients on servicing-related issues preferred).
• With a Bachelor’s degree: 0-3 years of experience.

• Knowledge of consumer lending and loan servicing processes.
• Strong customer service and communication skills.
• Excellent attention to detail and organizational abilities.
• Ability to manage multiple priorities in a high-volume work environment.
• Proficient in Microsoft Office and banking software applications.

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