OPERATIONS SPECIALIST - WATERFORD

JOB SUMMARY:

Loan Operation Specialist performs a variety of routine and non-routine operational duties and provides support in operations and administrative departmental activities. This includes performing the operational tasks including but not limited to customer service conducting daily data integrity and input. The Loan Operations Specialist Projects a professional image through phone interaction, demonstrating deep knowledge of residential, multifamily, commercial real estate loans, lines of credit secured by real estate collateral, commercial / business loans, installment consumer loans.

ESSENTIAL RESPONSIBILITIES:

Ensure quality service in calls management is maintained below or under 10% abandoned rate and provide both internal and external customers with adequate service

Assist by organizing and/or processing the daily activities for loan servicing to the core loan system, including:

1. resolving loan exceptions

2. tax and insurance monitoring or processing to include escrow set-up, analysis and data remittance to 3rd party vendors

3. rate changes and accrual adjustments

4. Requesting insurance policy coverages from customers and vendors timely

5. Analyzing and updating insurance policies according to regulatory requirements

6. Daily batch payment processing

Handle and analyze claims and complaint management system for loan servicing including:

1. Conduct research to resolve loan requests and issues

2. Communicates with internal and external customers to provide resolution

3. Ensure proper analysis of root causes of issues identified

4. Maintains updated dashboards for this area

Assist in Loan Servicing inbox management and the fulfilling of loan services daily requests

Assist in Track It for the Loan Servicing unit

Assist the department in requesting policies for expired insurance on Commercial and residential loans.

Lead in handling the Stale checks due diligence and customer outreach.

Other Responsibilities:

Support to other operations areas as needed.

Reconcile daily and monthly GL Reconcilement

Perform other duties and projects as assigned or directed

Impact of Errors:

The impact of errors in this position could affect job and departmental operations and activities that might have a considerable economic impact. Effectiveness and accuracy are essential of the day-by-day operations of the business unit.

PHYSICAL DEMANDS, EDUCATION AND SKILLS:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this position. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions. Specific vision abilities by this job include close and distance vision. While performing the duties of this job, the employee is regularly required to sit, use hand to finger, handle, or feel and talk and hear. The employee is occasionally required to sit for a prolonged period, walk and bend. Stress varies with peak and slow periods. Deviation of normal or customary working schedule may be required according to department workload.

WORK ENVIRONMENT:

Employees in this job work in an office environment with a comfortable room temperature, good lighting, and quiet conditions. These employees are exposed to external elements when representing the corporation at external events and may be required to work extended hours, including holidays, should these coincide with company events.

COMPETENCIES:

• Communication Skills: Excellent verbal and written communication in English. Ability to adapt to different types of people, convey an effective message and listen properly to aligned needs and ensure a proper outcome for all parties involved.

• Customer Service: Seeks to satisfy and exceed the interests, expectations and needs of the customer (internal and external) within the highest standards established within the Corporation.

• Innovation: Integrates the creation, enhancement and changes in the compliance with his/her functions to maximize the effectiveness of the job and originate benefits to the Corporation.

• Corporate Compliance: Demonstrate the values of the Corporation: Integrity, Respect, Responsibility, Support, Innovator, Agile, Compromised with Quality, Customer Focus, “Solidario con la Comunidad”.

• Quality: Demonstrates accuracy and thoroughness and looks for ways to improve and promote quality.

• Teamwork: Contributes to building a positive team spirit.

• Ethics: Treats people with respect and upholds organizational values maintaining composure, tact, and courtesy that could be routinely high volume and demanding.

• Multitask: Is able to manage various requirements at the same time and able to plan ahead to ensure these are met effectively and efficiently.

• Organizational Support: Follows policies and procedures and completes administrative tasks correctly and on time.

• Responsive: Seeks to address inquiries and requests on an expedited manner.

• Computer Literate: Proficient in Microsoft (Outlook, Word, Excel, and Power Point).

• Deviation of normal or customary working schedule, as overtime could be required according to department needs.

DISCLAIMER:

The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all responsibilities, duties, skills required of personnel so classified. The reporting relationship may not reflect the most recent changes to the corporate reporting structure.

EQUAL EMPLOYMENT OPPORTUNITTY EMPLOYER