Specialist I / II - Ops Loan Servicing

Job Description

Job Description

Position Function :

Specialist is responsible for providing prompt and courteous service in a professional manner to both telephone and walk-in customers and ensuring maximum efficiency in department operations; reviews existing procedures, workflows, and systems for opportunities to optimize employee work efficiency. Scope of work will cover various loan types, including commercial and consumer. Responsibilities include but not limited to questions / complaints and servicing of commercial and consumer loans, commercial insurance, maintenance processing, imaging and various other functions as assigned.

Performs all duties and interacts with internal and external customers in a manner that is expressly aligned with the Company's Core Values of approaching all actions with a “Voyaging Spirit” and being “Positively Ohana”. Exhibits core competencies that result in consistent delivery of positive Customer Interactions, Empowerment and Ownership and demonstrates key professional and performance skills such as Active Listening, effective Oral and Written Communication, Action and Solution Oriented and Thoroughness.

Primary Accountabilities :

• Receives and processes functions, including but not limited to commercial general liability and business personal property insurance policies, bankruptcy, judgments, charge off maintenance and e-oscar disputes and commercial and consumer demand and collateral release requests and documentary collection requests. Develops the various insurance tickler requirements into a database for Commercial Loans / Commercial Real Estate. Ensure all requests are responded to well within the regulated guidelines and in a timely manner.
• Commercial and Consumer Loans. Assist customers and staff with escalated requests providing prompt and courteous service on the telephone and email to internal branches, Central Support Services, and Customer Service Center as well as external customers including insurance agents and escrow companies etc.
• Process all required maintenance in escalated problem resolution or normal situations- i.e. Loan Payoff, Credit Bureau reporting, SCRA, address changes, Subpoenas, Commercial and Consumer Demands, Commercial General Liability and Business Personal Property insurance and imaging etc.
• Quality Control provided for maintenance, address change, cashiers check audit, demands, commercial booking sheet, title releases, loan payoffs etc.
• Continuous cross-training on department functions.
• Assist with cross-training of staff on various functions.
• Monthly reporting of department stats
• Assist with special departmental, divisional or bank projects including as necessary.
• Assist with annual internal and external audit requirements to ensure satisfactory ratings.
• Image any and all documentation for work processed not limited to helping out other co-workers in the department
• Assist with the Fiserv releases and application testing and updates as necessary

Minimum Qualifications :

Education :

Experience : Specialist I :

Specialist II :

Physical Requirements & Working Conditions :

We are proud to be an EEO / AA employer M / F / D / V. We maintain a drug-free workplace and perform pre-employment substance abuse testing.