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Senior Loan Servicing Specialist Consumer Lending

2 months ago

Brookfield, United States Shenandoah University Full time

As The Bank of You, North Shore Bank is about helping families thrive, businesses grow and communities flourish. And it’s our employees that make the difference. With offices located throughout eastern Wisconsin, we offer a work culture that has been recognized as a Top Workplace eleven times by the Milwaukee Journal Sentinel.

As a mutual company, North Shore Bank isn’t publicly-owned, which means when we come to work every morning, our sole focus is on providing high-touch service to our customers and employees, and supporting our local communities. Are you looking for a company that places long-term growth ahead of short-term profits? Where you can put your customers first and think creatively to solve challenges? Where respect, integrity and being true to your word are valued and rewarded? This is the place.

SUMMARY: The Senior Loan Servicing Specialist – Consumer Lending

performs several responsibilities that require critical thinking and refined customer service skills as well as independent research and follow up. Additional duties are associated with tracking, identifying, perfecting, and releasing liens on North Shore Bank collateral within the consumer lending purview. This position shares some responsibilities within the department, including account balancing, payment processing, file/system maintenance and document scanning.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

North Shore Bank's Position Descriptions are intended to describe only the major functions of the job. You may be expected to perform other duties specified by your manager. Everyone is expected to contribute whatever efforts necessary to operate efficiently and effectively to insure the success of the Bank.

Performs all related duties associated with processing paid loans (i.e., issues releases; pulls notes, mortgages, and credit insurance certificates if necessary; processes files; sends releases, titles and paid papers as necessary, no sooner than established prescribed timeframe).

Responds to requests for assistance and performs related research for a variety of customers (internal and external), in order to resolve questions or process requests such as completing satisfactions, file inquiries, lien release letters and duplicate lien releases. Handles escalated/Tier II customer service items from contact center.

Generates reports for lien tracking reports in order to research, resolve, and document missing titles on vehicle leases.

Monitors consumer loan servicing email boxes to handle inquires and reroute items to their various destinations in a timely manner.

Performs daily procedures necessary to upload, validate, buy/book indirect loans and leases. This includes reviewing package for completeness, following up on missing items, disbursing funds for deals, and entry on satisfaction/lien report where applicable. Ensures package completeness through edit/audit verification or holding for pending items.

Verifies edit/audit sheets to match loan documents and confirm booking, making corrections if necessary. Pulls notes for scanning (scans and files in protected area) and mortgages for recording.

Verifies correct lien position on all North Shore Bank vehicles and boats, working with multiple state agencies to ensure liens are in place.

Assists in research for any new market areas in terms of vehicle registration, forms, policies, procedures and releases.

Responds to calls from dealers regarding funding, programs, rates, etc. Including escalated payoff calls.

Ensures timely and accurate updates of dealer rates and maintains accurate and updated dealer fax numbers within RightFax system.

Performs regular file maintenance, including promotional rates and expiration dates when offered.

Processes out-of-state titling requests and resolves title issues with any state and local agencies.

Performs administrative duties as assigned including but not limited to daily mail sorting and deliver and paid loan processing.

Ensures the accuracy of data fields within the Fiserv system related to lockouts, flood status, Tax ID, and HELOC (and conversion loans); performs a review of documents to support the accuracy of fields, and ensures appropriate updates and changes are performed.

Acts as a backup to funding direct loans – HELOC’s, conversions.

Reviews monthly reports to track expiring flood and UCC documents; prepares UCC continuations as appropriate, and takes corrective action on findings in timely manner.

Performs daily balancing of department (shared responsibility within department); accurately processes monetary transactions.

Completes document scanning as necessary.

Researches and corrects address changes; works within appropriate systems or requests the changes to be made.

QUALIFICATIONS:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

EDUCATION and/or EXPERIENCE:

High school diploma or equivalent required. Requires a minimum of two years of experience within a customer service oriented role. Experience in banking or lending environments is strongly preferred. Requires proficiency with Microsoft Office products. Experience with lending or leasing software is strongly preferred; experience with Fiserv, Decision Pro and Aspire software is a plus.

OTHER SKILLS AND ABILITIES:

The ability to manage and prioritize workload in a fast paced environment to meet deadlines is required.

Required Skills

Required Experience

**Knowledge, Skills, and Abilities**

Education: Bachelor’s Degree required

* Must have knowledge of the Family Educational Rights and Privacy Act (FERPA) * Must be able to work well under pressure * Must be able to multi-task * Must have excellent customer service skills * Must have effective oral and written communication skills * Must have an eye for detail * Must be proficient in word processing, spreadsheet, and presentation software as well as Google apps and emerging office technologies * Must be flexible and willing to work occasional evenings and/or weekends * Must be able to work effectively on a team * Experience in an educational environment preferred but not required

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