The Residential Loan Servicing & Collection Specialist I is responsible for providing administrative and customer service support for residential mortgage and consumer loans throughout the life of the loan. This position assists borrowers with account inquiries, payment processing, escrow questions, and loan maintenance while ensuring compliance with company policies and federal regulations.

Essential Functions:

• Provides professional, courteous and efficient service to all internal & external customers
• Respond to borrower inquiries via phone, email, or mail regarding mortgage & consumer accounts 
• Process loan payments and update account information accurately 
• Assist customers with escrow, taxes, insurance, PMI and payment questions 
• Review and maintain loan servicing records and documentation 
• Review loan files for completeness, accuracy and proper lien perfection
• Handle address changes, payoff requests, process paid-off loans, lien release process and account updates 
• Support delinquency monitoring and basic collections communication 
• Process construction loan disbursements
• Research and resolve routine servicing issues or discrepancies 
• Ensure compliance with federal and state mortgage servicing regulations 
• Maintain confidentiality of customer financial information 
• Escalate complex issues to senior servicing specialists or management 

Position Qualifications and Education Requirements:

• High school diploma or equivalent required 
• Associate degree in business, finance, or related field preferred 
• 0–2 years of customer service, banking, mortgage, or financial services experience 
• Strong communication and problem-solving skills 
• Basic understanding of mortgage terminology preferred 
• Proficiency with Microsoft Office and data entry systems 
• Ability to manage multiple tasks in a fast-paced environment 
• Strong attention to detail and organizational skills 
• Is dependable and conforms to punctuality and attendance standards
• Able to travel to all bank locations

Working Conditions:

• Physical surroundings are generally pleasant and comfortable with protection from weather conditions but not necessarily from temperature changes.
• Ability sit or stand with freedom of movement on a regular basis.
• Extensive operation of computers and other office equipment requiring dexterity, coordination and frequent use of hands.
• Some use of personal vehicle for business calls, site visits and other needed travel outside of the bank.
• Able to travel to all bank locations.
• Capacity to lift items weighing approximately thirty-five pounds.

Those holding this position must be capable of performing all duties and responsibilities, either unaided or with the assistance of a reasonable accommodation, as determined by management.

The Bank has reviewed this job description to ensure that essential functions and basic duties have been included. It is intended to provide guidelines for job expectations and the employee's ability to perform the position described. It is not intended to be construed as an exhaustive list of all functions, responsibilities, skills and abilities. Additional functions and requirements may be assigned by supervisors as deemed appropriate. This document does not represent a contract of employment, and the bank reserves the right to change this job description and/or assign tasks for the employee to perform, as the Bank may deem appropriate.