Loan Operations Specialist

Job Title: Loan Operations Specialist

Status: Non-Exempt

Reports To: Loan Operations Team Leader and Chief Operations Officer

Supervisory Responsibilities: N/A

Job Summary: The Loan Operations Specialist supports the daily functions of the loan operations department to ensure the smooth, accurate, and compliant handling of loan-related processes. This role plays a key part in maintaining the integrity of loan data, servicing loan accounts, and supporting internal teams and customer inquiries. Responsibilities include managing loan system inputs, performing quality control, balancing general ledger accounts, and maintaining accurate documentation in accordance with bank policies and procedures.

Essential Functions:

Job Specific:

• Upload new loans into the bank's core processing system, ensuring accuracy and completeness of all entered data.
• Maintain working knowledge of the loan core system and related banking systems to troubleshoot and resolve system-related issues.
• Make corrections to loan accounts as directed by loan officers, ensuring accurate account management.
• Perform general maintenance and updates on loan accounts, including setting up auto-drafts and resolving non-posted transactions.
• Process loan payments and other loan transactions via the core system with precision and attention to detail.
• Monitor and balance loan general ledger accounts on a daily basis to maintain accounting accuracy.
• Conduct post-closing reviews of loan documentation to ensure compliance and completeness.
• Add loan ticklers and system reminders for follow-up tasks and compliance tracking.
• Balance credit life insurance monthly and verify premium accuracy.
• Review file maintenance reports to identify and address discrepancies or outstanding issues.
• Assist in answering customer phone calls related to general loan operations questions, delivering a high level of service.
• Review and act on internal loan-related reports to identify necessary account maintenance or corrections.
• Maintain and reconcile participation loans, including coordination of incoming and outgoing wire transfers.
• Perform additional duties as assigned to support the operations team and contribute to department efficiency.

Bank Specific:

• Exhibit professionalism in appearance and attitude, maintaining confidentiality and ethical behavior at all times.
• Provide timely assistance and support to both co-workers and customers, ensuring exceptional service and accurate information.
• Demonstrate a commitment to The First State Way by upholding First State’s customer service standards in all interactions, fostering positive relationships with both external customers and internal team members.
• Adhere to regular attendance, punctuality, and break schedules.
• Take responsibility for personal actions and be accountable for performance.
• Promote and cross-sell company services while participating in training opportunities as required.
• Remain vigilant and knowledgeable about crisis procedures, including emergency protocols such as robbery.
• Comply with all bank policies, procedures, and regulations, and report any concerns to Human Resources or upper-level management immediately.

Knowledge, Skills, and Abilities (KSAs):

• Proficient in Microsoft Office and general office machinery.
• Attentive to detail with a high degree of accuracy.
• Self-motivated and capable of working independently.
• Effective at interacting with customers, management, and other employees.
• Strong critical thinking, problem-solving, and analytical skills.
• Excellent customer service orientation and communication skills, both verbal and written.
• Flexible and able to work under pressure, prioritize tasks, and meet deadlines.
• Well-organized with a courteous and diplomatic approach.
• Demonstrates sound judgment and strong organizational skills.
• Able to hear and communicate effectively with customers, co-workers, and external contacts.
• Proficient in reading and writing.

Qualifications:

• High school diploma or equivalent required; Associate or Bachelor’s degree in Business Administration, Finance, or a related field is preferred.
• Minimum of 1 year of experience in banking, loan operations, or a related administrative role; experience with loan systems or financial data entry is a plus.
• Valid motor vehicle driver’s license required.

Physical Demands:

• Engage in routine physical activities such as walking, standing, sitting, stooping, bending, pushing, and pulling.
• Ability to read reports and use a computer effectively.
• Lift and carry items up to 30 pounds daily, including file boxes and office supplies.

Work Environment:

• Primarily indoors in an environmentally controlled setting.
• Occasional travel by car to visit other company locations may be required.
• Flexibility for occasional evening and weekend work to achieve established goals.

Note: The statements herein are intended to describe the general nature and level of work being performed by the employee assigned to this position.  They are not intended to be construed as an exhaustive list of all responsibilities, duties and skills required of the employee.