Retail Loan Servicing Generalist


Ensure Mortgage and Consumer loans process on the mainframe system as directed by the note, while providing exceptional customer service to internal and external customers. This includes the responsibility of any ancillary systems needed to service the loan. Demonstrate and implement our Trusted Advisor strategy to all internal and external customers.


  • Provide excellent customer service to all Internal and External customers of FFB.
  • Basic data entry processing, understand how some fields in various applications affect changes made to avoid errors that would impact customer relations.
  • Basic knowledge of First Federal Bank s policies and procedures, demonstrates ability to apply knowledge to make basic decisions that are within the individuals bounds.
  • Responsible for completion of time sensitive job duties as instructed.
  • Completes basic department self-assessments.
  • Performs basic maintenance and monetary transactions as instructed.
  • Provides basic research services as needed
  • Familiar with automatic transfers, consumer complaints and when to escalate a complaint, participations, escrow analysis, escrow disbursements, PMI, flood, 1098 reporting, some general ledger balancing and other servicing related functions.
  • Prepare letters, & reports as instructed.
  • Completes other duties as assigned.


This job operates in a professional office environment. Work is normally performed in a typical interior work environment which does not subject the employee to any hazardous or unpleasant elements.



High School graduate or equivalent.

Required Knowledge:

Understanding of Bank s policies and procedure; Understanding of applicable regulations and laws; Familiar with Loan Documents. Responsible for knowing and ensuring compliance with applicable laws, regulations and guidelines, as detailed in policies that include but are not limited to Bank Secrecy Act and other applicable anti-money-laundering rules, Fair Lending, Community Reinvestment Act, Gramm-Leach-Bliley Act, and other laws and regulations as they pertain to the position.

Experience Required:

0-2 years of related experience


Knowledgeable on PC s; understanding of network; proficient on the bank s mainframe system; good communication skills.

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