Loan Servicing Specialist



The Loan Servicing Specialist is primarily responsible for the administrative management of the investment portfolio acquired through our investor relationship with our mortgage subsidiary, FBTM.  This would include all aspects of loan portfolio management (excluding collection efforts) such as: assisting customers with questions; answer questions on all products and services the financial institution provides; handles routine maintenance on customer accounts; recognizes selling and referral opportunities and acts upon them; assists in developing and maintaining customer relationships. This position will also provide support and guidance to FBTM/FBT bank personnel by understanding credit policy and operational procedures, and assisting them in interpreting policy/procedures.


  • Assists loan customers daily, primarily by telephone, to help resolve, in a courteous and professional manner, any questions or problems the customer(s) may have;
  • Responsible for monitoring and clearing all loan exceptions associated with loans purchased by FBT from FBTM;
  • Pulls and works exception and tickler reports weekly.
  • Responsible for performing a broad variety of customer services such as:   
  • Answers questions from bank customers and personnel concerning products and services
  • Performing loan maintenance, ACH & auto debit setups, payment and billing questions;
  • Responsible for reconciling the Participation sold activity by verifying incoming and outgoing transactions on all participated loans.
  • Responsible for working special Viewpoint reports generated from system to accomplish various quality control verifications (ex. Low Balance Report, Negative Accrued Interest, Loans with Due Date Greater Than 90 Days).
  • Responsible for placement and removal of accounts in non-accrual, charge-off and other restricted status.
  • Prepares Adverse Action Notices on all declined loans, Reg B Appraisal Notices, and Credit Score disclosures.
  • Serves as primary backup to Loan Operations SBA Loan Administrator for reporting of loans to SBA/USDA.
  • Acts as secondary backup to all positions within the Loan Accounting/Vault unit.  
  • Train and provide continuous support and/or assistance to fellow co-workers
  • Work closely with Compliance and Bank Legal counsel to resolve issues
  • Processes lockbox deposits
  • Conducts research on inquiries from customers, employees, attorneys, collection agencies, auditors and regulatory agencies.
  • Understands the procedures required to handle collateral control.
  •  May assist supervisor in the daily functions of department

Performs other duties as assigned.


  • High School diploma or equivalent plus two years vocational educational program or relative work experience;
  • Previous loan administration or executive assistance experience in a customer service-related position;
  • Previous loan servicing experience in a commercial bank or other financial institution;
  • Knowledge of loan documentation;
  • Knowledge of lending compliance regulations, especially as they relate to consumer and commercial loans;
  • Excellent customer service skills;
  • Ability to work independently and use independent judgment;
  • General banking knowledge
  • Professional in appearance and manner;
  • Some knowledge of software used, including, but not limited to, Fiserv Premier, Microsoft Office, Sageworks, Calyx loan origination system; and Laser Pro
  • Excellent interpersonal skills to interact with internal as well as external customers;
  • General knowledge of loan underwriting, basic credit analysis, collateral valuations;
  • General experience with reading flood determinations, title abstracts, title policies, property evaluations, appraisals, attorney correspondence, etc.;
  • Some knowledge of SBA/USDA reporting requirement desired;
  • Ability to communicate orally and in writing using the English language 


Physical Demands- While performing the duties of this job, the employee is regularly required to stand; walk; sit; use of hands and fingers to feel or handle equipment and files; reach with hands and arms and talk and hear.  The employee is occasionally required to climb or balance and stoop, kneel, crouch or crawl.  The employee must regularly lift and/or move up to 2.5 pounds.  The employee occasionally lifts and/or moves up to 10 pounds.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Work Environment- The work environment is in an office with a desk and/or file cabinets with key access because of the confidentiality of the position.  Access to the servicing specialist needs to be available to other employees in department, lending staff and other internal or external clients. The general area should be low to medium noise level.  The area is not secluded but not in a corridor.  All areas are air conditioned or heated.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

FIRST BANK & TRUST is an EEO employer - M/F/Vets/Disabled
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