Loan Servicing Specialist

Job Title: Loan Servicing Specialist I

The Loan Servicing Specialist supports day‑to‑day loan servicing activities across consumer and commercial loan portfolios. This position is responsible for processing routine servicing transactions, maintaining accurate loan records, responding to borrower and internal inquiries, and supporting compliance with bank policies and regulatory requirements. The Specialist works closely with internal teams and escalates more complex issues as appropriate while contributing to a high level of service and operational accuracy.

Salaried or Hourly (Non-exempt)

• Process routine loan servicing transactions, including payments, payoffs, advances, and account adjustments.
• Maintain loan accounts in the core servicing system, including updates to borrower information, rates, terms, and collateral records.
• Assist with insurance and escrow activities, including tracking renewals, reviewing documentation, and identifying exceptions for follow‑up.
• Respond to borrower and internal inquiries related to loan accounts in a professional and timely manner.
• Identify and research routine discrepancies or servicing issues and elevate more complex matters as appropriate.
• Follow bank policies, procedures, regulatory requirements, and investor guidelines in daily servicing activities.
• Support audits and examinations by gathering documentation and providing requested information.
• Assist with internal monitoring, testing, and corrective action activities as assigned.
• Collaborate with internal teams to resolve servicing requests and support process efficiency.
• Adhere to Bank policy, procedures, confidentiality and internal controls.
• Complete annual required training timely.
• Carries out responsibilities in a manner consistent with our values and operating principles, in accordance with policy and applicable laws, and with a commitment to continuous improvement and process excellence.
• Any other duties as assigned.

• Accurately process routine servicing transactions and maintain complete loan records in accordance with established procedures.
• Provide timely service to borrowers and internal partners by responding to inquiries and completing assigned servicing tasks accurately.
• Escalate complex servicing issues appropriately while supporting compliance, documentation, and timely resolution of routine requests.

Reports to:

VP, Loan Operations

Supervises: NA

• High school diploma or equivalent.
• Associate's degree or relevant coursework is preferred.

• 1‑3 years of loan servicing, banking operations, or related experience preferred.
• Basic knowledge of loan servicing activities and servicing documentation.
• Proficiency with loan servicing systems, core banking systems, or related software applications.
• Working knowledge of bank policies, regulatory requirements, and investor guidelines applicable to loan servicing.
• Ability to identify routine servicing issues, follow established procedures, and elevate exceptions appropriately.
• Strong organizational, analytical, and communication skills.
• Ability to work effectively with internal teams to complete servicing tasks and resolve routine requests.
• Ability to work independently and as part of a team.

• Experience in loan servicing, loan operations, deposit operations, or a related banking support role is preferred.
• Familiarity with basic investor, insurance, escrow, or collateral tracking requirements is a plus.
• Experience working in a team environment with a focus on accuracy, service, and meeting deadlines.

• Strong positivity.
• Mission driven, competitive, goal oriented, and motivated to develop themselves and others.
• Energetic, resourceful, and appropriate work intensity to get the work done.
• Strong people acumen and relationship skills; naturally pre‑disposed to quickly establish positive personal and professional relationships.

• Ability to interpret a variety of instructions furnished in written, oral, diagram or schedule form.
• Must be able to lift to 20 pounds.

This position is based in our historic downtown San Antonio Headquarters.