Loan Services Representative in Hyannis, Massachusetts at Cape & Coast Bank

Join a team that is passionate about serving our customers, supporting our communities, and helping one another succeed. The Loan Servicing Representative plays a critical role in delivering exceptional customer experience throughout the life of a loan. This position supports the servicing and administration of consumer and residential mortgage loans by ensuring accuracy, regulatory compliance, and timely resolution of customer and internal inquiries.

ESSENTIAL RESPONSIBILITIES:

• Deliver responsive, accurate, and professional service to customers and internal partners by researching inquiries, resolving issues, and following through to completion.
• Maintain and service consumer and residential loan accounts, ensuring loan records are accurate, complete, and compliant with Bank and regulatory requirements.
• Board new loans, perform quality control reviews, and verify loan data to ensure accuracy throughout the servicing process.
• Monitor escrow accounts and support annual escrow analyses, payment adjustments, and exception resolution.
• Track and administer flood and hazard insurance requirements, including renewals, cancellations, reinstatements, force-placement processes, and customer communications.
• Support secondary market and investor servicing requirements, including reporting, remitting, documentation, and portfolio maintenance activities.
• Review loan documentation and perform servicing-related maintenance, corrections, and account updates within the Bank's core and ancillary systems.
• Reconcile servicing reports, general ledger accounts, and other operational records to ensure data integrity and timely issue resolution.
• Monitor daily servicing exceptions, system-generated reports, and transaction activity, researching and resolving discrepancies in a timely manner.
• Collaborate with colleagues across Retail Banking, Lending, Operations, and Compliance to ensure a seamless customer experience.
• Identify opportunities to streamline processes, improve efficiency, enhance controls, and strengthen service delivery.
• Maintain current knowledge of applicable banking regulations, investor requirements, servicing standards, and Bank policies.
• Perform all duties in accordance with established regulatory, compliance, and information security requirements.

The above is a description of the ordinary duties of the position. It should be expected that from time to time, other duties related and unrelated to the above, may be assigned and, therefore, required.

Our history of success and commitment to exceptional customer service starts with our employees and we are seeking candidates who share our vision of excellence and distinction. In addition to working with our engaged and exceptional team members, the successful candidate will be provided with competitive salary and outstanding benefits that include health dental and vision insurance, generous 401(k) match and tuition reimbursement.

The pay range provided reflects the established budget for this position and represents what the Bank reasonably expects to pay at the time of posting. The final offer will depend on various factors, including relevant experience, skill set, qualifications, and other job-related considerations.

Member FDIC. Member DIF. Equal Opportunity Employer.

COMPETENCIES

• Service Excellence – Anticipates customer needs and delivers responsive, accurate, and professional support.
• Attention to Detail – Maintains a high level of accuracy when reviewing documentation, servicing loans, and completing operational tasks.
• Operational Excellence – Demonstrates strong organizational skills and a commitment to efficiency, quality, and continuous improvement.
• Problem Solving – Investigates issues thoroughly, identifies root causes, and implements effective solutions.
• Communication – Communicates clearly and professionally with customers, colleagues, investors, and third-party partners.
• Teamwork & Collaboration – Works effectively across departments to achieve positive customer and business outcomes.
• Accountability – Takes ownership of responsibilities and consistently follows through on commitments.

QUALIFICATIONS

Education and and/or Experience

• High School Diploma/GED
• Two to three years of previous administrative experience in a banking or financial environment.
• Experience with Fiserv and secondary market loans highly preferred.
• Ability to maintain confidentiality; with tact and diplomacy.

Physical Requirements

• Ability to lift and carry up to 25 pounds on an occasional basis.