Loan Servicing Representative IV


This position is responsible for performing high-level maintenance and departmental audit functions on all commercial, residential and consumer loans .  This position is considered at a senior lead level.  Incumbent performs complex routine and non-routine duties of the job.  Incumbent is expected to show initiative by training less experienced staff members or take on more challenging and/or complex assignments and will work on varios special projects for management throughout the year.  Typically, the incumbent is in charge of the particular specialty area and works closely with the management of the department including but not limited to providing supervisory assistance to staff, assists/produces management reports.  Provides support assistance, undertakes more technical and complex duties within section of responsibility and resolves more complex reports and/or customer issues.



       Assists with managing various commercial, residential and consumer  loan servicing activities, including but not limited to application of funds, payment of real estate taxes and customer inquiries. 

       Ensures that areas of responsibility meet required deadlines for both internal and external customers.  Evaluates and resolves high priority or complex issues through communication and negotiation with customers.

       Is responsible for setting up all borrower and financial information for entire portfolio of new loan closings on the appropriate Horizon  system.  Reads and interprets loan documents and approvals for verification of system accuracy.  Tracks

       all future interest rate adjustments and verifies accuracy of system-generated letters for compliance with loan documents.  Alerts management of any upcoming changes that may need special attention. Assists with the boarding of loansto the Horizon system or with quality assurance for those loans that have an automatic boarding process from Laser Pro.

       Processes all loan modifications, including extensions of maturity, interest rate adjustments, borrower transfers, etc on entire portfolio.  Inputs and verifies that all modified data has been approved by Credit Committee and/or designated loan officer.

       Is involved with the administration of the real estate tax escrow disbursement report for prevention of negative escrow transactions for all loans.  Directly contacts local municipalities as needed for clarification of amounts due and resolving any discrepancies regarding borrower real estate tax payments made by The Provident Bank.  Responds to all borrower inquiries for reconciliation of escrow transactions.  Re-analyzes escrow accounts where deficiencies are noted.

       Assists with  the monthly billing process, which includes assuring that all commercial, residential and consumer account bills are generated and mailed to customers.  Adheres to finest quality control standards.  Contacts borrowers on returned mail items for address verification.

       May process various  monetary transactions including but not limited to , monthly payments, fees, payoffs, escrow, late charges, accrual, participation and principal, construction and commercial line/loan advances and pay-downs and performs any corrections and adjustments as warranted.

       Trains new staff on Bank’s policies and procedures needed to perform their respective job function.

       Perform other duties as assigned by management. 





Interpretation of all loan documentation.

Ability to exchange information clearly and concisely and to present ideas and report facts.

Working knowledge of Horizon System and PC skills.

Ability to create Excel Spread Sheet and utilize formulas for creating bills and various reports.

Take ownership of workflow and resolve problems with minimal to no supervision.  Ability to multi-tasking is imperative.

Ability to instruct peers and assume a leadership role on projects, etc.

Ability to define problems, collect data, establish facts and draw valid conclusions

Ability to prioritize multiple projects and complete on time

Ability to interpret a variety of instructions, communicate them to others and establish controls to evaluate that these instructions are followed.

Excellent communication and organizational skills.

Strong mathematical background required.

 Ability to use Microsoft Word to create letters



 High school diploma or GED


 8 or more years experience commensurate with job function


        Licenses and Certifications                                                              Expiration Date




       Work is typically performed in an office environment.  Noise levels are usually moderate.


       Mainly those present in a normal office setting.

This job description may not be all-inclusive.  Employees are expected to perform other duties as assigned and directed by management.  Job descriptions and duties may be modified when deemed appropriate by management.


About Provident Bank

For more than 180 years, Provident Bank has served individuals, families, and businesses in our local communities with personal and business banking services.

Volunteering is a Way of Life

Our brand promise - “Commitment you can count on” - supports the investments we make in the community and donations made by our employees. It’s a promise also reflected in the volunteerism of our employees, who lend time and talent and countless hours to assist hundreds of organizations and thousands of people and animals each year.

Why do we love it?

  1. We get to volunteer in areas that are meaningful to the bank and impactful in the community.
  2. Through generous contributions, we have raised over $28,000 in 2018. No item or donation is too small; we find a home for it all.