Loan Servicing Coordinator – Shepherdstown Barron Office

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General Purpose of the Position

The Loan Servicing Coordinator oversees the day-to-day administration of the bank’s consumer, residential mortgage, and business loan servicing functions. This role is responsible for ensuring accurate loan boarding, payment processing, escrow administration, payoff processing, maintenance, and customer support while maintaining compliance with bank policy and applicable federal and state regulations. The manager leads staff, improves workflows, supports audits, and partners with lending, compliance, finance, and operations teams to deliver strong customer service and sound operational controls.

Responsibilities

Team Leadership 

• Direct the planning, development, implementation, budgeting, maintenance and support of all department functions.
• Administer and manage policies, standards, practices, and security measures for all department functions to ensure effective and consistent department operations.
• Recruit, hire, train, supervise, mentor, evaluate and develop assigned employees according to Jefferson Secruity Bank’s policies and procedures, ensuring the overall effective functioning of the department, and consulting appropriate Human Resources staff as indicated.
• Provide guidance and direction for development of all assigned Associates to improve the overall professionalism of the department and the bank.
• Plan and direct the continual upgrading of equipment and procedures to maintain pace with technological progress, economic change, and business needs.
• Perform standard supervisory administrative duties including: weekly scheduling, time sheets, petty cash, expense reports, etc.
• Ensure alignment of team to Jefferson Secruity Bank’s mission and organizational goals. 
• Any other duties as needed to drive to our Vision, fulfill our Mission, and abide by the Values of this organization.

Loan Services

• Manage daily loan servicing operations for consumer, mortgage, and commercial or small business loans, including payment posting, loan maintenance, escrow administration, payoff processing, and account research.
• Manage daily document imaging on current paper files as well as digital storing of subsequently received information in either paper form of receipt by email.
• Supervise, coach, and develop loan servicing staff; assign work, monitor productivity, and maintain service quality standards.
• Ensure loan records are accurate, complete, and maintained in accordance with internal controls, regulatory requirements, and audit expectations.
• Develop, implement, and update servicing procedures, job aids, and process controls to improve efficiency, accuracy, and customer experience.
• Monitor compliance with applicable laws and regulations, including consumer protection, escrow, collections, privacy, and fair lending-related servicing requirements.
• Respond to escalated customer issues and work with branch, lending, and operations teams to resolve servicing concerns in a timely and professional manner.
• Review and approve loan adjustments, maintenance requests, payoff quotes, modifications, and other servicing activities within delegated authority.
• Assist in the coordination of internal and external audits, examinations, and reviews; prepare documentation, address findings, and implement corrective actions as needed.
• Partner with compliance, risk, finance, and technology teams to support system updates, regulatory changes, new products, and process enhancements.
• Assist in the development of new servicing metrics and track servicing metrics, exception items, and department performance; prepare reports for management and recommend improvements based on trends and risk indicators.
• Support vendor oversight related to loan servicing systems, tax and insurance processing, statements, and other third-party services.
• Promote a customer-focused, team-oriented culture consistent with community banking values and service expectations.

Qualifications 

Required 

• Bachelor’s degree in business, finance, accounting, or a related field, or an equivalent combination of education and relevant banking experience.
• Five or more years of progressive experience in loan servicing, loan operations, bank operations, or other relevant area in the financial services industry.
• Previous supervisory or team leadership experience.
• Working knowledge of consumer, mortgage, and/or commercial loan servicing processes and documentation.
• Strong understanding of banking regulations, internal controls, audit practices, and operational risk management.
• Experience with core banking and loan servicing systems, reporting tools, and Microsoft Office applications.
• Strong analytical, organizational, and problem-solving skills with excellent attention to detail.
• Effective written and verbal communication skills and the ability to work collaboratively across departments.
• Knowledge of BSA and other relevant compliance regulations.

Preferred 

• Experience in a community bank or regional bank environment.
• Knowledge of escrow analysis, tax and insurance processing, loan modifications, and investor or secondary market servicing requirements.
• Experience leading process improvement, workflow redesign, or system implementation efforts.
• Familiarity with call quality, complaint resolution, and customer service metrics.
• Relevant banking coursework, certifications, or compliance training.

Physical Demands

This job is operated in an office and/or banking services environment.  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 accommodation may be made to enable individuals with disabilities to perform the essential functions.

• This role routinely uses standard office equipment such as computers, telephones, photocopiers, filing cabinets and fax machines.
• This is a sedentary role; however, some filing is required; this would require the ability to lift files, open filing cabinets and bend or stand, as necessary.
• This position requires frequent verbal and written communication skills.
• This position requires math skills to calculate ratios, formulas, commissions, discounts, etc. 
• Must be able to lift to twenty pounds. 

Disclaimer  

This job description is not a contract -- management reserves the right to change its contents at any time. Jefferson Security Bank complies with the guidelines set forth in the Americans with Disabilities Act of 1990 and as amended and does not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, marital status or family responsibility, genetic information, national origin, age, veteran status, mental or physical disability or any other characteristic protected by law. Jefferson Security Bank is an Equal Opportunity Employer.

Benefits

Medical, Dental and Vision Insurance, Short-Term Disability, Long-Term Disability, Life Insurance, 401(k) Plan, Vacation, Sick and Personal Time Off, Paid Federal Holidays, Learning and Development Program and other optional insurance packages.