Loan Operations Servicing Specialist

Summary:

The Loan Operations Servicing Specialist is responsible for the timely and accurate processing activities related to the booking and funding of Third Party Originated (TPO) loans, serves as backup in the preparation of in‑house loans for loan approval, preparing loan documents for closing, booking and funding loans and ensuring all documentation is signed appropriately. Manages the sale and transfer processing of loans being sold within the core system.

Performs Loan Maintenance and provides exceptional customer service to internal and external customers. This role requires excellent communication and organizational skills, a deep understanding of loan products, and a commitment to delivering high-quality customer service.

Essential Functions
and Regular Responsibilities

• Provide timely and accurate processing, booking and funding of TPO loans to the bank’s core system.
• Provide timely and accurate processing of investor loan sales and transfers of TPO loans including customer transfer notifications, MERS TOS/TOB completion, and wiring funds due to investors. Completes TPO Trailing Document Tracking. Makes new loan welcome calls to new borrowers. Completes assignment of mortgage documents for non‑MERS loans.
• Provide backup loan support for Caldwell loans including ordering title searches, deeds, appraisals, verifications of employment, and flood certifications;
  Prepare loan documents for closing;
  Open loans on core system and ensure all documents are properly signed;
  Track incomplete loan files for missing documents.
• Performs MERS Report Reviews and Annual Reporting.
• Assist with making collection calls for delinquent Third Party Originated loans that have been sold and transferred to an investor.
• Provide timely and accurate Rate Change monitoring and changes within the bank’s core system.
• Process Home Equity Line of Credit Flips.
• Process Loan Modifications within the bank's core system as requested and approved.
• Provides assistance in training new employees on bank’s systems and loan processing procedures.
• Provide assistance in response to regulatory and internal/external audit requests.
• Respond to customer inquiries (internal/external) in a timely, professional, and efficient manner. Assist customers with loan‑related issues through phone, email, contact events, or letters, providing clear and accurate information and documentation.
• Perform file maintenance and transactions on accounts as necessary. Assist with loan accounting and reconciliation activities to ensure accurate records.

• 2+ years of experience in loan servicing and/or escrow processing.
• 2+ years of experience in customer service.
• Experience being accurate with a focus on attention to detail.
• Good math skills. High School Diploma or equivalent required.
• Excellent oral, written and interpersonal communication and organizational skills.
• Proficient in Microsoft Office Suite, with advanced skills in Excel (formula creation and data analysis) and accurate data entry.
• Demonstrated ability to handle sensitive and personal information with trust, diplomacy, and professionalism.
• Excellent customer service skills, with the ability to address loan‑related issues effectively and efficiently.
• Fluency in Spanish a plus, but not required.