Loan Servicing Representative - Full-Time

Location

Job Description:

Job Location: Fargo Corporate Office

Job Location Type: On-Site

Schedule: 8-5 M-F

The 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.

• 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 and title tracking.

• Deliver supervisor 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 complete simple interest calculations.

• Communicate with title, insurance, and government agencies to understand requirements, follow procedures, perform research, and resolve issues.

• Prepare documents, review reports and resolve errors to achieve lien perfection and acceptable insurance requirements on all secured non-real estate loans.

• 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.

• Be a Subject Matter Expert (SME) for assigned tasks/role and assist with training of team members.

Other Duties:

• Deliver a consistently exceptional service experience for both team members and customers.

• Build and maintain effective working relationships with team members, leaders, customers, and external partners.

• Demonstrate reliability and accountability in attendance to support operational needs and service expectations.

• Comply with all Gate City Bank policies, procedures, and all applicable laws and regulations.

• Maintain a high level of attention to detail and accuracy in all responsibilities.

• Exercise sound judgment and make timely decisions in a fastpaced environment.

• Utilize approved AI-enabled tools and technologies to enhance productivity, support problem-solving and decision-making, and drive efficiencies while exercising sound judgment and adhering to company policies, privacy standards, and responsible use expectations.

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

Other Skills:

• Strong oral and written communication skills.

• Interpret and use data for decision making.

EOE/including Disability/Vets

Member FDIC