Asset Recovery and Loan Servicing Specialist

Job Description

Job DescriptionJob Title: Asset Recovery and Loan Servicing Specialist

Department: Asset Recovery and Loan Servicing Department

Reports To: Loan Servicing & Asset Recovery Manager

FLSA Status: Non-Exempt

Reviewed: HR October 2025

SUMMARY: The Collection and Loan Servicing Representative is responsible for maintaining the overall quality and performance of the loan portfolio through proactive account monitoring, timely collection efforts, and accurate loan servicing activities. This position ensures that delinquent accounts are managed promptly and professionally, while providing exceptional service and support to both internal and external customers.

The representative will handle all aspects of loan servicing, including payment processing, account maintenance, payoff requests, insurance tracking, and loan documentation updates. In the collections function, the position involves contacting borrowers regarding past due accounts, negotiating repayment arrangements, and following regulatory and institutional policies to minimize loss exposure.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Contacts customers who have delinquent accounts in order to arrange payment

• Maintains organization of delinquent account files

• Monitors and maintains assigned accounts

• Provides excellent customer service regarding collection issues, at all times maintaining strict confidentiality.

• Processes and reviews account adjustments and resolves client discrepancies and short payments.

• Disburse loan funds as required, input closed loans on computer system, and record proper documents with governmental bodies

• Perform daily, weekly, and monthly reporting and balancing

• Perform and review loan maintenance transactions

• Process paid loans

• Resolve outstanding GL items

• Data entry of appropriate information into loan systems

• Obtain appropriate documentation necessary to make a loan decision

• Review pre-closing documentation for accuracy and compliance with loan policies and regulations

• Prepare loan closing documentation for approved loans utilizing loan software packages

• Establish and maintain tracking on outstanding items

• Respond and resolve customer questions or issues

• Track and Follow up on Insurance

• Other duties as assigned

COMPLIANCE/REGULATORY:

Each employee should be aware of, and responsible for assuring their work complies with all Federal and State banking laws and regulations and Bank policies and procedures.

SUPERVISORY RESPONSIBILITIES: None

QUALIFICATIONS:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The requirements listed below are representative of the knowledge, skill, and/or ability required:

• Must have excellent customer service skills as well as strong listening skills

• Must have excellent organizational skills, competent analytical skills, and good problem solving skills.

• Must be detail oriented

• Must have well developed verbal and written communication skills

• Must have the ability to maintain excellent customer and interdepartmental relations

• Must have the aptitude to handle heavy daily volumes of transactions and multiple tasks and perform functions with accuracy

• Must be accurate and have good problem solving abilities

• Must be proficient in basic accounting skills – must understand debits and credits, bank reconciliations, and the interactions of these to loans

• Must have the ability to build and maintain sound business relationships both internally and externally

EDUCATION and/or EXPERIENCE:

High School diploma or equivalent. Prior collections and/or loan servicing experience is a plus but not required. Customer service, sales or other prior experience dealing directly with customers.

INTERPERSONAL/BEHAVIORAL/COMMUNICATION:

• Organizational and communication skills.

• Ability to work independently and as a team member.

• Punctuality and good attendance are a must.

• Ability to stay calm during difficult or tense situations.

• Ability to effectively communicate with internal and external customers in a polite and professional manner using excellent written and verbal skills

• Ability to work in a fast paced environment with deadlines

MATHEMATICAL/TECHNICAL SKILLS:

• Ability to utilize standard office software

• Strong mathematical and analytical skills

• Basic accounting skills

REASONING ABILITY:

Must have ability to analyze issues and requests to ensure customer satisfaction and compliance with policies and regulations

PHYSICAL DEMANDS:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The employee is regularly required to sit for long periods of time; originate and receive phone calls for extended periods of time. Use hands; reach with hands and arms; and talk and hear. Occasional lifting and/or moving up to 15 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, depth perception, and the ability to adjust focus.

WORK ENVIRONMENT:

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The noise level in the work environment is usually quiet.

Disclaimer:

This preceding job description has been designed to indicate the general nature and level of work performed by a Collector and Servicing representative. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of the employee assigned to this position.

Member FDIC

Equal Opportunity Employer

M/F/D/V