Loan Servicing - Senior Customer Service Representative (Hybrid)

Company: Dedham Savings
Location: Dedham
Posted on: March 20, 2023

Job Description:

Job Description:

Job Description At Dedham Savings, we believe that being here for the journey means supporting our customers every day in a friendly and professional manner every day. While are employees are committed to helping our customers, we are committed to our employees. After all we wouldn't have made it 191 years without them! To support our employees we offer competitive compensation, benefits and opportunities for advancement. PURPOSE Under the supervision of the Loan Operations Manager, AVP the Senior Customer Service Representative will maintain and support all customer service inquiries and tasks related to customer inquiries and research in the areas of Commercial and Residential Operations. ESSENTIAL DUTIES AND RESPONSIBILITIESPerform account research and respond to written and verbal customer service inquiries and requests from employees.Monitor phone coverage, as needed.Monitor Loan Servicing email; logging requests that need response, follow up with all requests.Monitor outstanding items on Customer Service log; Compile monthly summary report for submission to the Lending Division Report.Responsible for common requests such as processing ACH and Autopay Requests, address change requests; subordination, loan verification.Responsibilities include assumptions, and easement requests, subpoenas, principal reduction modification processing, Residential Pay Off quotes.Monitor hazard insurance claim payments including escrow hold back monitoring and reporting. Review portfolio as needed when prime rate is adjusted.Perform HELOC in repayment monitoring.Monitor and distribute all faxes.Monitor and report on the monthly small balance report, and on all returned mail, communicating with borrowers and adjust FIS, as needed.Collect and distribute department mail.Assists with responses to internal and external audit requests and findings. Perform monthly Adjustable Rate notice review.Remain knowledgeable of related state, federal banking and investor compliance laws and regulations. Implement corrective actions.Complete all internal Bank training as assigned and required.Exhibit ability and desire to embrace and enhance the Dedham Savings culture.Perform additional duties as requested, needed, or assigned. 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.Associates degree or its equivalent. Ability to Identify and resolves problems in a timely manner and manage difficult situations.Ability to apply superior decision-making techniques pertaining to inquiries. Professional demeanor and professional maturity required for working closely with customers and employees. Ability to adapt to changes in the work environment, manage frequent changes, delays, or unexpected events.Ability to organize time and work independently, be resourceful and self-teach when needed. Effective written and verbal communication skillsProficiency with Microsoft OfficeDetail orientation, ability to work successfully with deadlines and time constraints, and to prioritize workflow. Physical Demands The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this Job, the employee is regularly required to sit. The employee is occasionally required to stand; walk; use hands to finger, handle, or feel; reach with hands and arms and talk or hear. The employee must occasionally lift and/or move up to 10 pounds. Specific vision abilities required by this job include close vision, distance vision and ability to adjust focus. Work Environment The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The noise level in the work environment is usually moderate. Dedham Savings is committed to providing equal opportunity for all employees and applicants without regard to race, color, religion, gender, sexual orientation, age, marital status, national origin, physical or mental disability, veteran or disability status, gender identity or expression, citizenship, genetic information, ancestral origin, military status, pregnancy, childbirth, and or conditions relating to pregnancy or any other related medical conditions or any other status protected by Federal, State or local laws. EOE/F/M/Vet/Disabled PI206891609

Keywords: Dedham Savings, Boston , Loan Servicing - Senior Customer Service Representative (Hybrid), Sales , Dedham, Massachusetts