Loan Servicing Specialist II

First Fed is a local community bank on an exciting growth trajectory with 17 locations including 12 full-service branches in Western Washington. First Fed was recognized by the Puget Sound Business Journal as a Best Workplace and a Top Corporate Philanthropist. By popular vote, First Fed received awards for Best Bank in The Best of the Northwest, Best Banker in Readers’ Choice by Cascadia Daily News, and Peninsula Daily News named us Best Bank on the Olympic Peninsula.

We also received a Best-In-State bank award from Forbes.

For over 100 years First Fed has served our customers and communities throughout the PNW. We’ve donated over $9 million to non-profit organizations in the past 8 years through our foundations, sponsor ships, direct donations, and matched employee donations. Our amazing team has volunteered over 25,000 hours in the past 5 years – many by using our benefit of 3 paid volunteer days per year!

We welcome applicants from all backgrounds – our diversity makes us stronger. Join our award-winning team!

Optimism: We are positive and decisive. We believe the future will be better than the past. Our attitude demonstrates persistence which leads to success.

Initiative: We are self-starters and find innovative solutions. We are courageous, entrepreneurial, and passionate. We take action for good.

Respect: We include individuals from diverse backgrounds and with different perspectives. We are committed to honoring and serving others.

Growth: We learn and adapt so we can continually improve. We believe in personal growth through grit and determination.

Ownership: We are invested in our endeavors. We are accountable and take responsibility for our actions and decisions.

Perform duties related to Loan Servicing in accordance with First Federal’s policies, mission, and goals.

• Process assigned workload accurately and efficiently
• Process customer account requests including transactions and account maintenance.
• Provide support to the Contact Center by providing quality customer service to internal and external customers.
• Maintain a current knowledge of new and existing products and services as well as various branch and operational procedures.
• Ensure compliance with federal and state regulations pertinent to this position. Complete annual training in a timely manner in accordance with regulations and internal policies and procedures.
• Maintain regular and predictable attendance.
• Perform related duties and responsibilities as required.

• High school diploma or certified equivalency.
• Outstanding customer service focus and ability to work effectively and collaboratively with others.
• Strong organizational skills, problem solving skills, and attention to detail.
• Must be able to multi-task in a fast paced environment.
• Excellent verbal and written communication skills.
• Proficient computer and 10-key skills.
• Develop and maintain a working knowledge of First Federal’s products, policies, procedures, and systems.

• Typically requires one (1) year of experience in a customer service role.

• Typically requires at least one (1) year of retail banking experience in an operations role and demonstrated ability to perform the job responsibilities for Loan Servicing Specialist I.
• May process more complex side jobs.
• Act as resource to Loan Servicing Specialist I.

• Typically requires three (3) years of retail banking experience in an operations role and demonstrated ability to perform the job responsibilities for Loan Servicing Specialist I and II.
• Regularly processes more complex side jobs.
• Act as resource to Loan Servicing Specialist I and II.
• Provide initial training to Loan Servicing Specialist I.
• Handle first step escalated calls.
• Provide back-up for the Loan Servicing Supervisor.

The work requires the ability to operate office machines and equipment, such as personal computers, printers, copying machines and telephones. The work requires the ability to communicate clearly with customers, coworkers, and others in person and on telephones. Work activities involve a…