Loan Servicing Administrator

Westfield Bank, FSB
190000BD Requisition #
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From its humble beginnings since its founding in 2001, Westfield Bank has become one of the leading financial institutions in Northeast Ohio. With a Five-Star Superior rating from BauerFinancial, the bank provides comprehensive personal, business, and agency banking products and services.

Supported by Westfield Insurance, one of the nation’s 50 largest property and casualty insurance groups, Westfield Bank has grown to manage more than $1 billion in assets. The group’s motto is “Sharing Knowledge. Building Trust.” – a message and commitment lived out each day by employees across the country.

The center of the bank’s business model revolves not around profits or numbers, but through personal relationships and close contact with its customers. All Westfield companies stress the importance of hiring quality employees, as well as developing them and empowering each employee to be the best they can be, both in their work and in their life. As an employee of Westfield Bank, you will have the opportunity to not only create peace of mind for our customers, but to grow your career in one of the best workplaces in Northeast Ohio.

Loan Servicing Administrator Job Summary
Salary Range: $30,822.00-$40,069.00

The Loan Servicing Admin is responsible for timely and accurate processing of loan payments, payoffs and escrow payments. Provides loan servicing support including, but not limited to the following: generates and reviews reports, tracks insurance, mails customer statements, prepares loan modifications and responds to customer inquiries. Responsible to provide superior customer service to all Westfield Bank customers both internal and external.

Essential Functions (primary functions and/or reasons the job exists in order of importance)

1. Provides superior customer service to all Westfield Bank customers through timely and accurate processing of loan payments and payoffs.

2. Processes escrow payments for mortgage and manufactured housing loans including taxes, insurance and PMI.

3. Processes and posts payments for all areas of the Bank the day they are received, including Premium Finance, Commercial, Consumer, and Mortgage loans utilizing Input 1 and COCC. Notifies management daily of any exceptions.

4. Prepares accurate Bank deposits for all loan related checks daily.

5. Performs annual escrow analysis and prepares and distributes annual the 1098 tax document to customers.

6. Generates, reviews, and distributes Digital Archive reports including, but not limited to, allotment reports, rate change reports, and late notice reports.

7. Monitors and follow ups on insurance for all loan types.

8. Provides professional customer service to all incoming loan related emails from internal and external customers; responsible for error resolutions, account research, and responding to all emails received within 24 hours of receipt.

9. Processes loan payoffs, which includes preparation of the closed loan checklist, pulling files for storage, sending items back to the customer and releasing collateral within required time frames.

10. Tracks and resolves all customer inquiries and complaints received through Bank phone calls, voice mail, and email to ensure exceptional customer resolution.

11. Maintains awareness, understanding and compliance with the Bank’s internal policies and procedures, laws, and regulations appropriate for this position.

12. Provides assistance in response to regulatory and internal/external audit requests.

13. Travels occasionally in order to participate in special assignments, training, and/or travel between office locations.

Desired Qualifications/Experience/Certification/Education (in order of importance)

1. One (1) or more years of relevant banking and/or business experience.

2. One (1) or more years of customer service experience.

3. Experience being accurate with a focus on attention to details via previous work assignments.

4. Experience with Microsoft Windows, Outlook, and loan serving system or transferable software packages.

5. Excellent oral, written and interpersonal communication skills resulting in the ability to interact with all levels of management and employee population.

6. Occasional overtime for special projects when necessary.

7. High school diploma, GED, or demonstrated commensurate experience.

8. Valid driver’s license and a driving record that conforms to company standards.

Physical Requirements (specific to the role)

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.

* Ability to work effectively in an office environment for 40+ hours per week (including sitting, standing and working on a computer for extended periods of time).

* Ability to communicate effectively in a collaborative work environment utilizing various technologies such as: telephone, computer, web, voice, teleconferencing, e-mail, etc.

* Ability to travel as required.

This job description describes the general nature and level of work performed in this role. It is not intended to be an exhaustive list of all duties, skills, responsibilities, knowledge, etc. These may be subject to change and additional functions may be assigned as needed by management.


Westfield offers a Total Rewards program that focuses on compensation, benefits, and wellness and includes perks like 401(k), pension plan, annual incentive, education reimbursement, onsite fitness center and casual dress. Work-life balance, recognition, and learning and career development are all part of a rewarding career with Westfield Bank.

To learn more about Westfield Bank and the opportunities available, please visit us at


We are an equal opportunity employer/minority/female/disability/protected veteran.



Applications for positions posted on Westfield Careers must be filed on-line through the Westfield Careers portal.  If you are a disabled person who requires a reasonable accommodation to complete an online application, please contact HR Assist by email at

We are an equal opportunity employer/minority/female/disability/protected veteran.

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