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Loan Operations Coordinator

2 months ago

Miami, United States FirstBank PR Full time
LOAN OPERATIONS COORDINATOR - WATERFORD OFFICE

Job Overview:

The Loan Operations Coordinator undertakes a range of routine and complex operational tasks while providing essential support in administrative and operational functions.

This role encompasses various operational responsibilities, including customer service and ensuring data accuracy and integrity.

The Loan Operations Coordinator maintains a professional demeanor during phone interactions, showcasing extensive knowledge of residential, multifamily, and commercial real estate loans, as well as lines of credit secured by real estate assets and consumer loans.


Key Responsibilities:

  • Maintain high-quality service in call management, ensuring an abandoned call rate below 10%, while delivering satisfactory service to both internal and external clients.
Assist in organizing and processing daily loan servicing activities within the core loan system, which includes:

(1) Resolving loan discrepancies,

(2) Monitoring or processing tax and insurance, including escrow setup, analysis, and remittance to third-party vendors,

(3) Managing rate changes and accrual adjustments,

(4) Timely requests for insurance policy coverage from clients and vendors,

(5) Analyzing and updating insurance policies to comply with regulatory standards,

(6) Processing daily batch payments.

Manage and analyze claims and complaints related to loan servicing, which involves:

(1) Conducting research to resolve loan inquiries and issues,

(2) Communicating with clients to provide resolutions,

(3) Ensuring thorough analysis of root causes for identified issues,

(4) Maintaining updated dashboards for this area.

  • Assist in managing the Loan Servicing inbox and fulfilling daily loan service requests.
  • Support the Loan Servicing unit with Track It.
  • Help the department in obtaining policies for expired insurance on both commercial and residential loans.
  • Lead efforts in managing stale check due diligence and customer outreach.

Additional Responsibilities:

  • Provide support to other operational areas as necessary.
  • Reconcile daily and monthly general ledger accounts.
  • Perform other tasks and projects as assigned.
Qualifications:

  • Associate degree in Business, Accounting, or a related field is preferred.
  • A minimum of 2 years of back-office experience in banking is highly preferred.
  • Intermediate proficiency in MS Office is required.
  • Experience with software such as Fiserv (Navigator), Encompass, Core Logic, or Loreta is preferred but not mandatory.

Impact of Errors:

Errors in this role can significantly affect departmental operations and may have considerable economic implications. Accuracy and effectiveness are crucial for the daily operations of the business unit.


Physical Demands, Education, and Skills:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Specific vision abilities required for this job include close and distance vision.

While performing the duties of this job, the employee is regularly required to sit, use hands to handle or feel, and communicate effectively. The employee may occasionally be required to sit for extended periods, walk, and bend. Stress levels may vary with peak and slow periods, and deviations from the normal working schedule may be necessary based on departmental workload.


Work Environment:

Employees in this role work in an office setting with a comfortable temperature, adequate lighting, and quiet conditions. Employees may be exposed to external elements when representing the organization at events and may be required to work extended hours, including holidays, if necessary.


Competencies:

Communication Skills:

Exemplary verbal and written communication skills in English. Ability to adapt to various personalities, convey effective messages, and listen attentively to align needs and ensure favorable outcomes for all parties involved.


Customer Service:

Strives to meet and exceed the expectations and needs of customers (both internal and external) within the highest standards established by the organization.


Innovation:

Integrates creativity and enhancements into compliance with job functions to maximize effectiveness and generate benefits for the organization.


Corporate Compliance:

Exhibits the values of the organization: Integrity, Respect, Responsibility, Support, Innovation, Agility, Commitment to Quality, Customer Focus, and Community Solidarity.


Quality:

Demonstrates accuracy and thoroughness while seeking ways to improve and promote quality.


Teamwork:

Contributes to fostering a positive team environment.


Ethics:

Treats individuals with respect and upholds organizational values, maintaining composure, tact, and courtesy in high-volume and demanding situations.


Multitasking:

Effectively manages multiple requirements simultaneously and plans ahead to ensure all are met efficiently.


Organizational Support:

Adheres to policies and procedures and completes administrative tasks accurately and on time.


Responsiveness:

Seeks to address inquiries and requests promptly.


Computer Literacy:

Proficient in Microsoft Office Suite (Outlook, Word, Excel, and PowerPoint).


  • Normal working hours may require deviation, including overtime based on departmental needs.

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