Loan Operations Associate

The Loan Operations Associate position performs a wide variety of functions to support the business needs of the Operations Department while adhering to Bank policies and procedures and all applicable regulations and investor requirements. Responsibilities include all aspects of servicing residential, commercial and consumer loans.

1. Fully supports the Bank’s “We’re All In” initiative. Utilize support staff training to consistently provide sales support to all departments. Understand the departments support metrics and continue to improve bank efficiencies. 
2. Provides efficient, effective and courteous customer service in conformance with established customer service quality standards. 
3. Resolves all customer issues within set time frames. Follows through with research and documentation and communicates decisions clearly and concisely. 
4. Demonstrates strong knowledge of all servicing functions and system utilization. Keeps abreast of regulatory and system changes, updating procedures and workflow as necessary. 
5. Completes various servicing and administrative functions, including PMI and escrow releases, escrow analysis research, credit report updates, modifications, subordinations, insurance losses, partial releases, changes-of-ownership, portfolio flood tracking and all other customer requests. 
6. Ensures compliance with all investor regulations, guidelines and requirements. 
7. Makes decisions independently within limits of policies and procedures. 
8. Quality controls various system reports to ensure the integrity of the portfolio, including but not limited to, line of credit extensions, PMI terminations, flood tracking, payment processing, force-placed insurance. 
9. Keeps abreast of regulatory developments within the area of loan servicing. Ensures team is apprised of same. 
10. Reviews and makes recommendations for new approaches and procedures to improve efficiency, streamline duties and enhance operations.
11. Maintains knowledge of Bank’s products and services to provide cross sells and up-sells to increase customer satisfaction and retention.
12. Supports the daily, short and long-term goals of the department as directed by management.
13. Performs any additional functions as requested by manager.

• Associate’s degree or equivalent of specialized course work and training
• A minimum of three years of loan servicing or operations experience
• Maintain excellent communication skills, verbally and written
• Strong analytical skills with high attention to detail
• Manage time effectively and independently with little to no daily supervision
• Work independently with constant interruptions
• Ability to meet strict deadlines
• Proficiency in Microsoft Office programs; become knowledgeable in other software and systems utilized in Operations

Physical Requirements

Any physical demands or work conditions described below are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable Accommodation may be made to enable individuals with disabilities to perform the essential functions.  Employees need to have the ability to:

• Travel independently to the position’s primary work location, other bank properties and work-related activities or events at locations outside the Bank.
• Effectively communicate and exchange accurate information and ideas so others will understand.
• Independently 0perate a computer and other office machinery, such as a calculator, copy machine, printer and software programs related to the position needed to complete the primary functions.
• Sit or stand at a workspace and use a computer or other equipment for prolonged periods of time.
• Meet the work schedule requirements for physically working in the branch during normal business hours to effectively meet business needs.
• Move office items weighing up to 35 pounds.

SUPERVISORY SCOPE:

Indirect Reports:         0

Direct Reports:            0

INDEPENDENT ACTION:

Performs work independently within scope of established guidelines and practices. Consult with manager when clarification or exception to Bank policy may be required.

Attendance in office during normal business hours is required to effectively fulfill position requirements.

BankNewport has a sales oriented culture to which all employees must adhere. It is expected that both internal and external customers be treated with competence, courtesy and concern.  We must strive, as employees, to discover our customers’ needs and to determine and decide which product or service best meets those needs.  Following a discussion, a solution should be developed to meet or exceed the customer’s expectations.

BANKNEWPORT CORE VALUES:

• We celebrate individuality
• We empower employees to be creative problem solvers
• We invest and take the time to really get to know our customers
• We commit to serving the financial needs of Rhode Islander’s