Title: Loan Servicing Quality Assurance Specialist
Location: Boston - Downtown
Job Description: •Primary contact for receiving and addressing calls on the toll-free loan servicing line. Performs necessary research and takes corrective action as necessary to resolve problems. Follows up with written or oral communications where necessary. Redirects inquiries when appropriate.
•Addresses general inquiries and research requests received via the department email directory. Provides timely and courteous service. Tracks all inquiries to ensure prompt response.
•Process payments and exception transactions according to department policy. Effectively communicate and follow up with clients and Loan Officers as necessary.
•Work closely with Collections area to process and monitor special payment arrangements. Process and track collection costs and expenses. Monitors non-accrual status and charged-off loans to ensure recoveries are posted accurately.
•Performs daily balancing of the Note Clearing GL account. Identifies reconciling items and takes appropriate action to ensure items are cleared. Provides backup for other department daily GL reconcilements. Addresses stale items and takes action to clear outstanding items.
•Monitors tickler reports for upcoming interest only expirations and HELOC draw period expirations. Verifies information and performs the necessary account maintenance. Communicates with clients and Loan Officers as appropriate.
•Audits new loan setup data on the Fiserv processing system. Ensures all customer, monetary, coding and billing information is accurate. Provides reports on any exceptions and follows up to ensure corrections are completed in a timely fashion.
•Retrieve documents needed for internal and external audits as well as investor requests and subpoena.
•Performs periodic inventory of files and original documentation securing loans.
•Provides effective backup for other department functions as assigned. Participates in special department projects.
•Performs other servicing duties as requested.
Qualifications:
All Boston Private Bank & Trust Company employees are expected to adhere to the following competencies:
Core Competencies:
•Client Focus - Dedicated to meeting the needs of internal and external clients; listens effectively and establishes and maintains relationships and gains client’s trust and respect.
•Ethics, Integrity and Trust - Considers ethical issues before decisions are made and seeks to achieve results that are in the best interest of the Bank.
•Ownership, Accountability, Responsibility and Compliance - Takes ownership of tasks, projects, and relationships and follows through on obligations and promises.
•Self Development and Learning - Personally committed to learning and actively works to continuously develop professionally.
•Teamwork and Collaboration -Works collaboratively; finds common ground and solves problems for the good of all and can represent his/her own interests and yet be fair to the team.
Individual Contributor Competencies:
•Decision Making and Problem Solving -Makes decisions in a timely manner, uses a mixture of analysis, experience and judgment to solve difficult problems with effective solutions.
•Informing and Communicating - Proactively communicates information to colleagues up, down and across the organization, provides updates on projects, tasks and potential roadblocks.
•Planning - Accurately scopes out length and difficulty of tasks and projects and sets objectives and goals
•Time Management - Uses his/her time effectively and efficiently; values time; concentrates his/her
efforts on important priorities and completes tasks and/or projects on time.
Qualifications:
•Minimum 5 years experience servicing commercial and mortgage loans.
•Experience and understanding of loan GL reconcilements and investor accounting.
•Working knowledge of lending regulations such as RESPA, Truth in Lending, Homeowners Protection Act, National Flood Insurance Program and FACT Act as they relate to servicing functions.
•Excellent customer service skills.
•Proficient PC skills including Microsoft Word and Excel.
•Strong written and verbal communication skills.
•Ability to work with speed and accuracy with strong attention to detail.
Submitting Your Resume:
For immediate consideration, please email your resume to: careers@bostonprivatebank.com.
If you prefer, you may send or fax your resume to:
Human Resources
Boston Private Bank & Trust Company
Ten Post Office Square
Boston, MA 02109
Fax: 617-912-4552
Resume Format:
You may submit an electronic version of your resume as an MS Word Document or cut & paste the text into the body of an email. Please do not use italics or small fonts as all resumes will be electronically scanned.
Boston Private Bank & Trust Company is an Equal Opportunity Employer.
