Job Description
Job Title: Loan Operations Associate I
Location: Hybrid at Columbia MD, 21043 or Glen Allen VA, 23060
Position Description
This assignment requires a basic understanding of loan products and foundational loan industry experience. The Loan Operations Associate I supports our customers’ loan servicing needs and contributes to the development and improvement of all processes, as well as to the objectives of the team and business. The incumbent directly faces internal and external customers and prioritizes delivery of an excellent experience, using strong communication and diplomacy skills, while simultaneously managing a variety of standard loan servicing activities.
Position Accountabilities
- Ability to work effectively with minimal supervision and be a team player
- Responds to inquiries relating to his or her particular area or to requests from customers and other Bank personnel within given time frames and within established policy and service level agreements
- Supports other teammates within the team
- Understanding assigned process and procedures as it relates to the job task
- Adhere to all applicable laws and regulations governing bank operations, including compliance with the Bank’s BSA/AML Policy and Procedures
- Ensure excellent service is provided to our internal partners and customers
- Identifies and resolves issues within assigned function
- Performs all other job duties as assigned
- Provide high degree of professionalism and confidentiality in handling and having access to sensitive information
- Takes accountability for entire process from receipt of work to resolution and closure; provide recommendations on areas of opportunities
- Ensures daily production goals are met and maintains quality
- Participate on assigned projects
- Comply with dual control standards as required
- Identify risk and escalate concerns through proper channels
- Develop and maintain knowledge of bank products, services, including other lines of business
- Ability to learn and adapt to changing procedures and systems
- Provide quality customer service by answering incoming calls regarding a wide range of questions and inquiries
- Perform basic account maintenance
- Perform basic customer transactions
- Balance OTE transactions
- Ensure CIP/CDD information is updated in the Core when new information is delivered
- Process loan payoffs
- Manages all incoming and outgoing mail
- Provide pay off letters, loan verifications, and letters of guaranty
- Process loan file intake activities and prepare for offsite storage
- Process basic collateral perfection documentation