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Loan Servicing and Customer Support Specialist

2 months ago

Louisville, Kentucky, United States Republic Bank Full time

Mortgage & Retail Servicing Specialist

Job Category: Operations Requisition Number: MORTG003250

Job Overview

At Republic Bank, we are committed to the growth and progression of our team members. We provide a comprehensive opportunity to understand all facets of our organization, preparing you for future career advancements. Join us for a fulfilling career journey.

About Republic Bank

Our core values focus on creating an IMPACT for our clients, associates, and the communities we serve. IMPACT represents our commitment to Innovate for the Future, Make it Easy, Provide Exceptional Service, Acknowledge & Celebrate Success, Commit to Caring, and Thrive Together. Our associates are pivotal to our success, and we take pride in being recognized as one of the Best Places to Work in Kentucky for several consecutive years.

Position Purpose and Objectives:

The Mortgage & Retail Servicing Specialist role is essential in delivering exceptional customer service to both internal and external clients while maintaining operational integrity. Key responsibilities include:

  • Providing accurate and timely payoff quotes on consumer loans.
  • Processing payment transactions and managing basic investor reporting and remittance.
  • Handling sold loan processing and performing various loan-related tasks.

Minimum Qualifications:

  • At least 1 year of experience in a Loan Servicing environment is preferred.
  • Proficiency in Microsoft Office Suite (Word, Excel, Access, PowerPoint), PDF, and internet applications.

Essential Job Functions and Responsibilities:

  • Ensure the protection of clients' personal and financial information.
  • Review loan transaction histories for accurate payment postings.
  • Investigate and correctly post unprocessed, unapplied, and exception transactions for mortgage and retail loans.
  • Reconcile discrepancies from multiple general ledger accounts within 48 hours.
  • Respond to inquiries regarding payments, payoffs, investor reporting, and file maintenance from clients and bank personnel.
  • Assess and process payment waivers for fees as requested.
  • Verify account balances and Line of Credit draw requests.
  • Manage funding transactions for investors on sold serviced-released and retained loans.
  • Ensure timely remittance and reporting of investor-related items within established guidelines.
  • Provide prompt responses and follow-ups on action items identified by internal and external investor reporting partners.
  • Conduct general ledger/check balancing through the bank's imaging system.
  • Resolve various inquiries from clients and bank personnel.
  • Maintain a thorough understanding of compliance requirements relevant to your role and responsibilities.
  • Exhibit and promote behaviors that align with the bank's values and corporate culture, fostering an environment of trust and collaboration.
  • Perform additional duties and projects as assigned.

Interpersonal Skills and Competencies Required:

  • Strong interpersonal, verbal, and written communication skills.
  • Ability to multitask and a strong sense of urgency.
  • Intermediate understanding of math and accounting principles related to Loan Servicing.
  • Attention to detail and excellent organizational skills.
  • Capability to work independently and collaboratively under pressure and tight deadlines.

Physical Requirements:

The physical demands outlined here are representative of those required to successfully perform the essential functions of this position. Reasonable accommodations may be made for individuals with disabilities.

While performing the duties of this position, the associate is regularly required to sit, use hands for various tasks, and communicate effectively. The associate frequently stands or walks and occasionally reaches with hands and arms. Lifting or moving up to 10 pounds may be required. Specific vision abilities include close and distance vision, with a moderate noise level in the work environment.

Other Requirements:

  • Travel between Republic Banking facilities may be necessary.
  • A flexible work schedule may include evenings, weekends, and overtime.
  • Stay informed about new developments, best practices, and regulatory changes.

Equal Opportunity Employer

Republic Bank is an Equal Opportunity Employer, committed to fostering a diverse and inclusive workplace.