Loan Servicing Representative

Primary Purpose of Job 

Ensures a positive customer experience by providing exceptional servicing for consumer loan products.  Supports customer-facing teammates as related to loan servicing and support and continually seeks ways to improve processes and work collaboratively with teammates across all lines of business.   Responsibilities include onboarding new loans, servicing existing loans, and off-boarding loans to close.

Major Job Accountabilities 

• Completes new loan/line bookings using a variety of systems and resources
• Completes a variety of loan maintenance and servicing tasks 
• Perform tasks in various programs to support automated processes
• Processes transactions related to loan onboarding, servicing, and off-boarding 
• Analyzes and processes transactions related to various loan reports; posts transactions to accounts
• Calculates interest rate adjustments and payment/billing schedule updates.
• Researches, analyzes, and resolves issues 
• Contributes to development and refinement of internal procedures and other resources
• Manages work within stated deadlines
• Responds to inquiries, communicates with and supports teammates across the organization
• Communicate with customers, vendors, partners, agents 
• Review, reconcile and/or perform tasks on loan reports including but not limited to payment processing, inventory, insurance, taxes, monitoring and exceptions
• Identifies process improvement opportunities; participates in special projects within the department
• Manage work queues to ensure service levels are met or exceeded

Experience Required 

At least one year of banking experience, loan operations or servicing experience required.

Required Skills or Training 

• A well-developed sense of the customer’s perspective; ability to respond with the customer in mind
• Exceptional interpersonal skills and demonstrated ability to work collaboratively with other people and groups
• Maintains a positive, professional demeanor; faces difficult situations directly and professionally
• Excellent verbal and written communication, including practicing open, honest communication with teammates. 
• Makes sound decisions based on established guidelines, knowledge, and experience; ability to handle low/moderate risk-based decisions.  
• Advanced technical skills; proficiency in Microsoft Office and other banking applications;  
• Ability to adapt to new ways of working; masters new technology or procedures quickly, with little guidance.
• Strong organizational skills; can assess, prioritize, manage multiple work streams to meet or exceed deadlines. 
• Ability to thrive in a fast paced, intense environment.
• Understands loan payment processing, fee structure, interest calculation; can prepare interest and payment schedules. 
• Understands and adheres to Regulatory/Compliance requirements, applies knowledge when resolving problems.
• Ability to analyze and solve problems. 
• Knowledge of basic accounting principles and techniques, particularly related to loan processing.
• Ability to understand the bank’s financial metrics and how the department drives results for the bank.
• Ability to complete daily work with minimal supervision.

EOE, including disability/veterans

At American Savings Bank, we welcome and support all individuals and celebrate the diversity of our team members, customers and community. We are committed to ensuring that our online application process is accessible and provides an equal employment opportunity to all job seekers. If you need assistance searching for a job or submitting an application, please contact us by calling 808-538-2000 and a member of our Recruitment team will follow up with you. Mahalo for your interest in American Savings Bank!