Mortgage Loan Servicing Representative

Location

Fargo Corporate Office

The Mortgage Loan Servicing Representative provides prompt and accurate service related to personal, mortgage, and business loans in accordance with Gate City Bank's values, policies, and procedures as described below.

HOURS:

8-5 M-F, On-Site, Fargo Corporate Office

• Maintain knowledge of loan attributes to perform tasks and file maintenance related but not limited to; loan balances, payments, interest, payoffs, automatic payments, modifications, insurance, taxes, and recorded mortgages.
• Perform designated mortgage loan servicing tasks with accuracy and diligence to maintain a high level of customer service and follow strict regulation (Reg X and Reg Z) and investor guidelines.
• Deliver superior customer service by providing information and/or solutions for external customer questions/requests received by phone, email, alternative message sources and occasionally in person.
• Support and coach retail and other department team members by providing customer service via the Peer Assistance line (PAL).
• Apply critical thinking with the ability to problem solve and prevent errors, to read and interpret loan documents, and calculate simple interest, amortized interest and escrow account shortages.
• Communicate and work with related third parties such as title companies, insurance companies, and county offices and other government entities to accomplish tasks, research and understand procedures, and requirements and to resolve issues.
• Proficiency in Microsoft Excel and Microsoft Word to assist in pulling, reviewing, and creating reports and preparing mail merged letters.
• Complete monthly general ledger account balancing and meet auditing and compliance requirements.

• Provide a "Wow" customer service experience for team members and customers.
• Develop and maintain productive relationships with team members, leaders, customers, and vendors.
• Prompt and reliable attendance is essential in order to provide expected levels of service.
• Must comply with all Gate City Bank policies, procedures, and applicable laws and regulations.
• Must be detailed-oriented and maintain high degree of accuracy.
• Ability to make decisions in a fast-paced environment.

Associate degree; two years of related experience; or equivalent combination of education and experience.

• Strong oral and written communication skills.
• Interpret and use data for decision making.

Member FDIC