Job Description

What is the Opportunity?

Loan Operations services the loan portfolios including Retail loans (HELOC and PLOC), mortgages, insurance monitoring, HELOC post-closing, collections, 1st Line Operational Risk, and internal controls. Specialists are responsible for data entry, document retention, and general knowledge of servicing rules, platforms, and office programs.
Within established regulatory and corporate standards, the incumbent ensures Flood and Hazard insurance coverage and property tax payments for HELOC and Mortgage loans. This includes oversight of vendors (Proctor Financial for LPI, Cotality and DMI Monitoring) to maintain continuous coverage throughout each loan’s life cycle. The role involves collecting and maintaining insurance evidence for audit and regulatory review, documenting exceptions, and managing the loss draft process to ensure repair and restoration of bank collateral in the event of a covered loss claim.

What will you do?

Flood & Hazard Insurance Compliance Monitoring

• Ensures accurate and timely reconciliation of all GL settlement transactions related to flood/hazard processing and payments to our LPI provider
• Works with Control Team on leading Flood calls and ensure all outstanding items are resolved.
• Pulls Flood and Hazard for all internal and external reviews.
• At boarding or upon renewal determines if properties held as collateral for HELOC and Mortgage loans designated in a flood zone are adequately insured to protect the banks interests and to uphold the regulatory requirements outlined by FEMA. Failure to accurately assess or perform the flood insurance process will result in OCC flood violations which are subject to fines and possible operating restrictions placed upon the bank.
• Executes the LPI (Lender Placed Insurance) process for properties designated in a flood zone when clients do not obtain sufficient coverage as required by FEMA.
• Ensure accurate and timely payment is made to our LPI provider for Flood and Hazard insurance by conducting a reconciliation of all charges to client accounts.
• Performs the monthly outreach to clients with expiring insurance policies using all available contact methods. A weekly account review using established reporting will be performed to validate proper coverage for our HELOC/Mortgage portfolio.
• Acts as the SME for Flood ensuring training, system and maintenance updates are coordinate with business partners to avoid unnecessary interruptions to service and productivity
• Monitors HELOC property tax payments through Cotality and actions delinquencies

Client Experience:

• Monitors all fulfillment and insurance email and Right Fax email for incoming requests and follow up documentations received from clients and insurance agents.
• Guides clients through the insurance claim check process to ensure a positive experience and expeditious repair to the damaged property.
• Processes Engage tickets related to insurance claims, refunds, concerns and the termination of HELOC’s due to the satisfaction of the loan balance.
• Identifies customer pain points and/or opportunities to improve the client experience through operational efficiency.

What do you need to succeed?

Must-have:

• At least 4+ years loan servicing experience
• Proficiency using Excel
• Customer focused, problem solving, analytical mindset and passion for understanding the end-to-end process and impact on the client.
• High school diploma, Community College, bachelor’s degree or Higher, or equivalent combination of education and experience.
• Expertise in Residential mortgage and Real estate secured consumer loans and regulatory requirements related to consumer loans. Good presentation and interpersonal skills
• Excellent communication and collaboration skills, ability to achieve results through vendors, team members, and business partners, proficient organizational skills, and a demonstrated passion for execution excellence.

What’s in it for you?

We thrive on the challenge to be our best, progressive thinking to keep growing, and working together to deliver trusted advice to help our clients thrive and communities prosper. We care about each other, reaching our potential, making a difference to our communities, and achieving success that is mutual.

• A comprehensive Total Rewards Program including bonuses and flexible benefits, competitive compensation, commissions, and stock where applicable
• Leaders who support your development through coaching and managing opportunities
• Ability to make a difference and lasting impact
• Work in a dynamic, collaborative, progressive, and high-performing team
• Opportunities to do challenging work
• Opportunities to build close relationships with clients

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Job Skills

Active Learning, Adaptability, Business Appraisals, Critical Thinking, Customer Service, Decision Making, Effectiveness Measurement, Operational Delivery, Process Improvements

Additional Job Details

Address:

8081 ARCO CORPORATE DRIVE:RALEIGH

City:

Raleigh

Country:

United States of America

Work hours/week:

40

Employment Type:

Full time

Platform:

GROUP RISK MANAGEMENT

Job Type:

Regular

Pay Type:

Salaried

Posted Date:

2025-10-01

Application Deadline:

2025-10-27

Note: Applications will be accepted until 11:59 PM on the day prior to the application deadline date above