Charles Town, WV

Loan Servicing Specialist III



Performs administrative tasks to book and service Commercial loans, participations, renewals, and modifications, that contain a variety of complex loan structures. Performs Mortgage Escrow analysis and other various Consumer servicing tasks. All functions must be handled in accordance with established guidelines, compliance requirements, policies and procedures.


Reports To: Loan Servicing Supervisor

FLSA Status: Non-Exempt


Customer Service

  • Ability to meet the public well and to deal effectively with their questions or problems.

  • Knows the Bank’s products and services thoroughly.

  • Looks for opportunities to explain, promote, or sell products or services.

  • Continuously demonstrates a helpful, friendly attitude and is committed to providing excellent customer service.

  • Serves as a model of excellent customer service to other employees.

  • Identify and cross-sell Bank products suitable to the customer’s needs.

  • Handles customer complaints or questions and determines the action to be taken to remedy the situation.


Operations/Loan Functions

  • Books commercial loans including new loans, loan renewals, modifications, Participations, and SBA loans with a variety of complex structures, collateral, rates and terms onto the bank’s core processing system, ensuring quality, completeness and accuracy corresponding to the Loan Documentation and the Loan Approval.

  • Performs system file maintenance necessary for other Commercial or Consumer loan changes as requested or required.

  • Serves as Commercial Promissory Note custodian.

  • Work with other financial institutions to ensure accuracy of participation loan transactions and balances.

  • Verifies incoming loan packages are complete with all required booking information, including proper approval when necessary.

  • Utilize knowledge and experience with loan computer system and loan policy to perform Quality Control review for the booking and file maintenance of Consumer loans.

  • Take steps necessary to perfect various types of loan collateral.

  • Assist the Loan Servicing Supervisor with projects and procedure updates, and by making recommendations for process changes or enhancements to the Loan Servicing functions.

  • Work with commercial doc specialists and loan officers to resolve booking and maintenance issues.

  • Ensure Commercial collateral files are updated appropriately with maintenance records,

  • Handles account reconcilement for various accounts.

  • Assist and screen customer problems and direct them accordingly.

  • Process Commercial loan payoffs and corresponding collateral releases.

  • Prepare monthly reports for certain insurance vendors.

  • Perform escrow analysis.

  • Handles force placement of insurance as needed and flood insurance monitoring.

  • Review E-Oscar and handle credit bureau disputes or corrections.

  • Handles updates to expiring collateral and expiring commercial insurance reports.

  • Learn other operational duties of department in order to provide backup assistance to the department

  • Other duties as assigned



  • Maintains neat and orderly work area and ensures that all negotiables and confidential records are properly secured each day.

  • Understands role in case of disaster or robbery, whether victim or bystander, and knows proper post-robbery procedures.

  • Professional appearance that evokes the customer’s trust.

  • Adheres to all bank policies and procedures and to internal controls and system access restrictions.



  • Self Development:  pursue additional education or training to remain current, improve knowledge, and diversify skills.  The capacity to cross train in other areas is particularly helpful.

  • Customer confidentiality:  never reveal or divulge customer information to anyone outside of the Bank.

  • Ability to relate, get along and work well with others in a team environment.

  • Ability to adhere to BCT’s core values:  Integrity, Teamwork, Growth, Customer Commitment, Community Focus.

  • Analytical: Ability to apply analytical skills for the purpose of implementing JHA enhancements as they relate to loans and to implement various proposals for complex commercial loan structures in our core processing system.



To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.  The requirements listed below are representative of the knowledge, skill, and/or ability required.  




High school diploma or general education degree (GED) with at least 4 years of retail, mortgage and commercial loan servicing experience.  Courses offered by the American Institute of Banking (AIB) are desirable.




  • Position demands a person with a pleasant and professional personality, high degree of accuracy, attention to detail, good organization skills, and excellent customer service skills. 

  • Ability to understand and carry out oral or written instructions and to request clarification when needed.

  • Must have basic skills in operating a computer, adding machine and typewriter.

  • Ability to read and interpret documents such as loan documents and procedure manuals.

  • Ability to demonstrate effective written and verbal communication skills.

  • Ability to answer telephones and greet public in a friendly and courteous manner.

  • Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form.



BCT is a 100% smoke-free company.  



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.

While performing the duties of this job, the employee is regularly required to sit; use hands to finger, handle, or feel; and talk or hear.  The employee frequently is required to stand, walk, and reach with hands and arms.  The employee must occasionally lift and/or move up to 10 pounds.