Loan Servicing Specialist III

Position Summary

The Loan Servicing Specialist 3 acts as a senior subject matter expert within the Loan Servicing Department, responsible for handling complex loan servicing operations, escrow administration, collateral tracking, and customer inquiries. Exercising independent judgment, this role ensures portfolio accuracy, resolves complex operational escalations, and ensures compliance with bank policies and regulatory guidelines.

Additionally, this position serves as a key driver of operational efficiency by evaluating existing loan servicing workflows, auditing processes, and utilizing Artificial Intelligence (AI), automated workflow tools, and robotic process automation (RPA) to streamline data verification, minimize manual errors, and enhance servicing productivity.

Essential Functions & Duties

Loan Servicing & Escrow Operations

Oversee and process loan payments, escrow disbursements, annual escrow analysis, and payments for real estate taxes and insurance premiums.

Monitor real estate tax and insurance tickler reports (via Jack Henry and Cognos) to prevent coverage lapses or delinquent taxes.

Assure proper input and monitoring of all insurance types (including flood determination data) and real estate tax folios into Jack Henry, ensuring data is transferred to CoreLogic on a timely basis.

Prepare and review flood expiration notices, satisfaction letters, partial releases, payoff letters, and UCC-3 continuations.

Reconcile flood determination, tax service fee general ledger accounts, and daily PLC reconciliations.

Provide expert support for customers, bank staff, and vendor inquiries related to escrow and loan servicing.

Support loan servicing quality control processes.

Escalations, Data Integrity & Mentorship

Act as the final escalation authority within the servicing team to resolve complex documentation deficiencies and operational issues.

Review and validate system-captured loan data, identifying miscoded information and preparing necessary post-closing adjustments or reclassifications.

Assist in internal and external audit reviews for the loan servicing area, helping draft responses and implement corrective actions.

Direct daily servicing workflows, mentor other Loan Servicing Specialists, and lead departmental training programs.

Process Automation, AI Integration & Continuous Improvement

Autonomously evaluate loan servicing workflows to identify manual bottlenecks and operational inefficiencies.

Leverage AI tools, optical character recognition (OCR), and process automation solutions to automate data entry, document classification, and reconciliation tasks.

Collaborate with IT and operations teams to design, test, and deploy automated servicing solutions that increase accuracy and throughput.

Qualification Requirements

Education: Associate degree in Business Administration or equivalent experience (Bachelor’s degree preferred).

Experience: 5+ years of experience in the banking industry, specifically within a Loan Servicing, Loan Operations environment, or equivalent.

AI & Automation Skills: Experience or strong working knowledge of leveraging AI tools, workflow automation, OCR technology, or Excel scripting to improve operational efficiency.

Technical Systems: Proficiency in core banking software, including Jack Henry (JHA Silverlake), nCino, Cognos, CoreLogic, and Microsoft Office Suite.

Loan Knowledge: Strong knowledge of loan documentation, escrow processing, and Participated/Syndicated Loans.

Language Skills: Bilingual in English and Spanish required (ability to fluently read, write, and speak both languages).

Core Competencies: Exceptional attention to detail, analytical problem-solving capabilities, strong organizational skills, and effective communication at all levels of the organization.

BSA, Compliance & Risk Management Responsibilities

Comply with all BSA/AML policies and regulations to properly detect and report unusual or suspicious activities.

Abide by the Enterprise Risk Management (ERM) Policy to proactively identify, monitor, and mitigate operational risks within the loan servicing department.