Loan Servicing Specialist - Escrow

The Loan Servicing Escrow Specialist is responsible for providing support to all areas of loan servicing, customers and the retail branch network with regards to retail loan escrow.

ESSENTIAL FUNCTIONS:

• Review and send customer correspondence
• Ensure accuracy of information
• Master departmental policies and procedures
• Provide exceptional customer service
• Provide support to all areas of loan servicing, customers and the retail branch network with regards to retail loan escrow.
• Assist in developing training, policies and procedures relating to loan servicing escrow
• Cross-train in taxes, insurance and flood insurance requirements
• Assume a leadership role within the team in the absence of the loan servicing assistant manager
• Identify areas of concern within the escrow department.
• Develop and maintain relationships with third party vendors utilized for taxes, insurance and flood monitoring
• Assist with the development and maintenance of workflows
• Maintain and review appropriate departmental records and processes
• Preform relevant administrative duties as required
• Provide excellent customer and business unit support service
• Maintain knowledge of job specific products and services
• Interact as appropriate with other business units within the bank
• Manage work queues / workflows as needed
• Support for testing of new products and services
• Identify and resolve customer service issues
• Ensure service levels are being met
• Recommend improvements to procedures
• Review appropriate departmental records and processes
• Ensure total quality of work preformed
• Recommend quality control enhancements
• Ensure compliance with Northwest's policies and procedures, and Federal/State regulations
• Navigate Microsoft Office Software, computer applications, and software specific to the department in order to maximize technology tools and gain efficiency
• Work as part of a team
• Work with on-site equipment

KNOWLEDGE, SKILLS, AND ABILITIES:

• Ability to establish effective working relationships among team members and participate in solving problems and making decisions
• Ability to present and express ideas and information clearly and concisely in a manner appropriate to the audience, whether oral or written
• Ability to actively listen to what others are saying to achieve understanding, sharing information with others and facilitating the open exchange of ideas and information
• Ability to establish courses of action for self to accomplish specific goals, develop and use tracking systems for monitoring own work progress, and effectively use resources such as time and information
• Ability to make right decisions based on perceptive and analytical processes, practicing good judgment in gray areas
• Knowledge of loan servicing systems and processes

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:

• High School Diploma or equivalent preferred

Work Experience:

• 3 - 5 years related banking/lending experience preferred
• 2 - 6 years customer service experience preferred
• 2 - 6 years technological or relevant experience preferred