Loan Servicing Specialist III

Title: Loan Servicing Specialist III Salary Grade: NE08 FLSA Status: Non\- Exempt Employment Status: Full Time Department: Loan Servicing Location: Operations Center/Hybrid Eligible Reports To: VP, Loan Servicing Manager and/or Assistant Manager of Loan Servicing Date Prepared: October 27, 2024 Human Resources Review: October 29, 2024 SUMMARY: Reporting to the VP, Loan Servicing Manager and/or Assistant Manager of Loan Servicing, the Loan Servicing Specialist III should be well\-versed in all aspects of Loan Servicing. Responsibilities include administrative tasks and managing processes supporting the Commercial, Residential, and Consumer loan portfolios, adhering to bank procedures and regulatory policies. Duties involve escrow activities, maintenance and servicing of loan files, some collections calls/reporting, providing excellent customer service, and offering backup support for other roles within Loan Servicing. The specialist will also mentor junior team members and engage in initiatives aligned with the bank's strategic goals, contributing to the sales and service culture. After successful completion of training and proven abilities, this position is eligible for a hybrid work arrangement with an agreed upon number of days per\-week/month on site. Consistent availability is expected during core business hours. Work outside of regular business hours requires approval on an as needed basis to meet deadlines and fulfil the needs of both internal and external customers. ESSENTIAL DUTIES and RESPONSIBILITIES: The requirements listed are representative of the knowledge, skill, and/or ability required. In the performance of respective tasks and duties, the employee is expected to successfully perform quality work within deadlines with or without supervision, interact professionally with other employees, customers and suppliers; work effectively as a team contributor on all assignments and work independently while understanding the necessity for communicating and coordinating work efforts with other employees and organizations. Responsible for administration, processing and coordinating the delivery of sold loan packages, monthly remittances and various reporting requirements related to the secondary market/Investor. Duties include ensuring rate lock commitments and deadlines are met in accordance with all regulatory and secondary market guidelines, including bulk loan sales and MERS activities. Administer and maintain loan portfolios Research and resolve complex system processing issues and errors Assumes responsibility for the effective and professional performance of collections functions in accordance with policy, procedure and investor guidance Provide support for additional servicing area including consumer collections, flood insurance, PMI, quarterly reporting for FHLBB, quarterly disbursement of real estate tax escrow payments, annual tax escrow analysis and report writing using Crystal Reports, iDashboards and COCC. Keep abreast of regulatory changes in order to ensure compliance in the areas of job responsibilities, Takes charge of efficiently and professionally executing collection tasks following policy, procedure, and investor guidance for assigned loans. Assist in updating procedures and recommend improvements and/or changes as needed for compliance and/or for department efficiency General: May assist internal, external, and regulatory auditors with the collection of requested materials as assigned with their respective engagements. Effectively use tools and systems to be able to self\-manage, organize, and complete work independently, proactively recognizing potential obstacles resolving them before they become an issue, managing to deadlines, creating action plans when not on track, enabling job functions to happen with minimal oversite and meeting conditions of satisfaction. Use discretion in dealing with sensitive, confidential information, while adhering to all Bank policies and procedures Adhere to all company policies, consistently demonstrating our core values and service standards Regular and consistent attendance is required to ensure a high standard of customer service. In the performance of respective tasks and duties, the employee is expected to maintain knowledge of and ensure compliance with Bank Secrecy Act regulations and adhere to compliance procedures and internal/operational risk controls in accordance with all applicable regulatory standards, requirements and policies as well as attend all required training sessions and complete all required on\-line training courses. Other duties as assigned, performing similar or related work as directed, required, or as situation dictates. LEVEL OF RESPONSIBILITY: This position interacts independently with other employees and customers, to investigate and resolve loan issues. Work is a mix of non\-routine and routine responsibilities that are completed with a limited supervision and relies on prior directly related experience and specific bank policies. This role is relied upon to provide subject matter content within the organization. EQUIPMENT REQUIRED: Smart Phone \- To enable the MFA (Multi Factor Authentication) facilitating access to MSB systems. HYBRID/REMOTE ENVIRONMENT: Your physical remote location must provide a dedicated workspace that is free from distraction and provides adequate light to be regularly visible on video calls. You must have access to a reliable internet connection with adequate bandwidth to join Teams and other video calls. SKILLS REQUIRED: Associate’s degree in accounting, Finance, Business Administration, or a related field preferred or equivalent experience, typically (5\+ of years) related banking experience preferably in Loan Servicing environment Sound knowledge of investor reporting (Freddie Mac, Fannie Mae, Privet Investor) Expertise in all things escrow administration including flood, taxes and hazard Ins. Experienced with complex commercial lending Knowledge in financial institution operating policies and procedures, and banking regulations (state and federal) Ability to handle phone calls for delinquency account and reporting Good working knowledge of core systems as well as data processing systems required (COCC, Encompass, Salesforce preferred) Proficient in Microsoft 365 Suite products including, but not limited to Excel, Word, Outlook, Teams, and Sharepoint. COMPETENCIES: Ability to multi\- task, organize, work independently, accomplish tasks, and meet deadlines despite frequent interruptions in a fast\-paced environment while maintaining attention to detail. Excellent communication skills (written \& verbal) with a responsive approach to communication with internal and external stakeholders Relationship Builder \- Develops and maintains relationships with officers, employees and external contacts and maintains alignment with core values, vision, strategy, and goals. Mentor/Coach Strong critical thinking and problem\-solving skills with the ability to navigate complex situations to find efficient, effective, and timely solutions. Highly detailed, organized and professional Strong ability to leverage technology solutions to solve problems and meet ever changing business requirements. Drive for continuous improvement and willingness to speak up to identify inefficient processes and propose effective solutions. LANGUAGE/COGNITIVE SKILLS: Thework skills described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. The person in this position frequently communicates with customers about banking products, their bank accounts \& transactions and therefore must be able to exchange accurate information in these cases. They will need to use judgment and discretion in decision making situations, interpret and follow all Bank policies and procedures, write/create reports, and business correspondence, (Main Street Bank’s standard language is English). As well as the ability to: Speak and effectively present/communicate information and respond to questions from customers, groups of managers, vendors, and other employees. Define problems, collect data, establish facts, and draw valid conclusions. Read, analyze, and interpret a variety of documents such asstandard Mortgage and Note, Post\-closing Documents and Modifications and Bank policies and procedures. WORKING CONDITIONS AND PHYSICAL EFFORT: The physical and work environment demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. While performing the duties of this job, the employee is required to: Physical Demands/Efforts Occasionally lift and/or move up to 15 pounds, (i.e., files) Frequently required to remain in a stationary position, up to 80% of the time Occasionally required to stoop and bend Mental \& Visual Demands Consistently operate a computer for extended periods of time Specific vision abilities may be required by this job include close vision, distance vision, peripheral vision, depth perception, and ability to adjust focus Regular use of office productivity machinery (i.e., a calculator, copy machine, fax machine, computer printer). Work Environment and Hazards Regularly move throughout the inside the Bank to access resources and individuals Occasional local travel for bank purposes and/or on behalf of the bank (i.e., customer RDC locations, off\-site training). The employee must be able to work schedules that meet the needs of the bank, which may include early morning, evening and/or weekend hours. It is a general office environment when in the office where the noise level is moderate AMERICANS WITH DISABILITIES ACT Main Street Bank complies with all aspects of the Americans with Disabilities Act (ADA) and state disability laws. This means that we will not discriminate against qualified individuals with a disability in any phase of the employment relationship including application for employment, hiring, promotions and/or advancement opportunities, termination, compensation, training and any other conditions or privileges of employment. The completion of this Application for Employment does not assure a position with Main Street Bank and any offer of employment is conditioned on the satisfactory completion of a background and credit review as determined by the sole discretion of Main Street Bank. Neither this Application for Employment nor any document constitutes a contract of employment for a specific term and that any employment relationship that may be established will be 'at\-will' and if hired, may be terminated at any time, for any reason, by the applicant or Main Street Bank. Massachusetts Law \- It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability. Massachusetts General Laws c. 151B prohibits employers from (1\) terminating or refusing to hire individuals on the basis of genetic information; (2\) requesting genetic information concerning employees, applicants, or their family members; (3\) attempting to induce individuals to undergo genetic tests or otherwise disclose genetic information; (4\) using genetic information in any way that affects the terms and conditions of an individual’s employment; or (5\) seeking, receiving or maintaining genetic information for any non\-medical purpose. Main Street 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, national origin, age, pregnancy, genetic information, disability, status as a protected veteran, or any other protected category under applicable federal, state, and local laws.