Senior Loan Servicing Specialist

Responsible for coordinating workflow of assigned work teams within the Loan Servicing Department.  Assist Supervisors within the Loan Servicing Department by directing the daily operational activities and problem solving.  Demonstrate a commitment to both internal and external customer service standards and act as a role model to staff.  Assist in the development and implementation of policies and procedures related to the job functions; monitor and perform required controls; perform specialized operational duties and complex functions associated with specific loan products; complete daily duties related to these products. Serve as a backup resource for all job duties of assigned work team.  Serve as a direct resource for Loan Servicing Specialists and supervisors.

• Perform daily duties with minimal supervision or direction:
  • Assist Loan Servicing Management by coordinating the departmental activities and ensure work is completed according to prescribed procedures and in compliance with applicable laws and regulations.
  • Assist Loan Servicing Management with initiating changes in internal methods and/or procedures.
  • Help to plan and implement new or improved systems.
  • Manage end-to-end projects and tasks within projects.
  • Learn and understand existing business processes.  Advise management on opportunities for operational improvement and support of strategic goals.
  • Support change according to company directives and quality improvement initiatives.
  • Maintain up-to-date written procedures for all assigned functions.
  • Perform daily duties related to quality control of loan records; maintain records and reports.
  • Investigate and resolve customer inquiries concerning their bank relationships, with concentration on loan products.
  • Notify customers and appropriate personnel of findings, adjustments and recommendations through verbal or written communication.
  • Provide backup support for other loan specialists as directed by the Loan Servicing Manager.
• Abide by the current laws and organizational policies and procedures designed and implemented to promote an environment that is free of harassment and other forms of illegal discriminatory behavior in the workplace.
• Cooperate with, participate in, and support the adherence to all internal policies, procedures, and practices in support of risk management and overall safety and soundness and the Company’s compliance with all regulatory requirements; ensure that the unit and all personnel adhere to the same.
• Perform other departmental duties as assigned.

• An Associate’s degree or equivalent education/work experience preferred. Demonstrated ability to coordinate workflow in a production environment.
• Minimum of three (3) years’ in experience in Loan Servicing, lending support area, or related experience is required. Demonstrated ability to manage multiple priorities in a production environment required.
• Must have effective interpersonal skills.
• Proficient in written and oral communication skills.
• Strong analytical and problem solving abilities to define and prioritize problems and manage workload without direct supervision.
• Knowledge of Microsoft Word and Microsoft Excel software.
• Possess the ability to work well with team so to coordinate daily workflow through the area reporting outcome to the Department Manager and or the Assistant Manager.

• Medical
• Dental
• Vision
• 401(k) Match
• Profit Sharing
• Paid Time Off
• 11 Holidays
• Tuition Reimbursement
• Free Parking throughout Tompkins Community Bank
• Employee Referrals

Tompkins is committed to a policy of Equal Employment Opportunity ("EEO") with respect to all team members and applicants for employment and a work environment free from discrimination (including unlawful harassment) based on race, color, religion, sex, sexual orientation, transgender status, gender non-conformity, gender identity, gender expression, national origin, age, marital status, domestic violence victim status, disability, predisposing genetic characteristics, military or veteran status or status in any group protected by federal, state, or local law. 

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