New York Jobs

Department of Labor Careers

Job Information

Genesee Regional Bank Retail Loan Servicing Specialist in Rochester, New York

Retail Loan Servicing Specialist

Job Details



Job Location

Corporate- Winton - Rochester, NY

Position Type

Full Time

Education Level

High School

Job Category



Retail Loan Servicing Specialist opening at GRB!This might be the job for you if:

  • You like working in a fast-paced environment.

  • You have previous experience working in mortgage loan servicing or consumer loan servicing.

  • You take pride in providing excellent customer service.

  • You strive to exceed customer expectations.

  • You enjoy improving current processes.

  • You are detail-oriented.

  • You are outgoing and enjoy developing positive working relationships.

So, if you have what it takes and are interested in joining a company that: 

  • Values people

  • Provides appreciation for work

  • Fosters an amazing culture

  • Respects work-life balance

  • Has direct access to senior leadership

  • Is financially stable

  • Is a designated Employer of Choice

  • Provides a competitive benefits package including 10 paid holidays, PTO, 401(k) Match, Paid Volunteer time, and so much more

then GRB is the place for you!

Essential Functions & Qualifications


The Retail Loan Servicing Specialist is responsible for all servicing operations for the Bank's consumer loan portfolios, including portfolio mortgages, Home Equity Lines of credit, consumer installment, and construction financing. This position will be responsible for a wide range of servicing operations tasks and loan subservicer oversight. 


  • Serve as the primary point of contact for any servicing-related issues related to the bank’s portfolio mortgages, HELOCs, and sold mortgages (servicing-released); work with loan operations staff and customers to resolve servicing issues and identify opportunities to improve processes to remove systematic customer friction.

  • Administer oversight of the bank’s mortgage loan subservicer (FNMA loans); serve as the primary point of contact for any servicing-related issues, work with subservicer on timely resolution of issues; ensure boarding of all new loans to subservicer is timely/accurate; ensure all reconcilements and reviews are completed on a timely basis; responsible for monthly invoice reconciliation and payment; work with Operations Manager to update policies/procedures related to subservicer oversight as necessary.

  • Responsible for servicing and reporting with respect to the bank’s portfolio of mortgage loans sold to FHLB (MPF).

  • Responsible for customer contact/outreach with respect to past due consumer loans serviced by the bank; ensure all delinquent accounts are contacted timely and payment arrangements are made to avoid further collection action and mitigate the risk of loss; Responsible for documenting the interaction, making appropriate arrangements to bring the accounts current, and coordinating with the Special Assets Officer/outside counsel regarding negotiated payment agreements and collection actions.

  • Responsible for submission of monthly Volume of Servicing Reports to New York State.

  • Work with Mortgage/Secondary Markets Group, Loan Operations, and Finance to handle loan repurchases when necessary and identify opportunities to enhance or streamline the process.

  • Serve as backup for Retail Loan Operations daily functions (loan uploads/boarding to subservicer, first payment processing for sold loans, etc.).

  • Ensure accurate reporting of all consumer loans to the credit bureaus; respond to any customer disputes received through the E-OSCAR portal.

  • Work with the bank’s compliance department to ensure the bank remains compliant with all servicing-related regulations (RESPA, TILA, FCRA, FDCPA, etc.).  


  • High school education or equivalent required, Associate’s degree preferred. 

  • 5+ years’ experience in loan servicing, with a particular focus on residential real estate mortgage loan portfolios.

  • Experience in servicing loans sold to FNMA and FHLB, and be familiar with CFPB’s mortgage servicing rules.

  • Growth orientation, with an interest in continuous improvement and identifying opportunities to reduce waste and serve customers more efficiently.

  • Experience with the Silverlake core processing platform is preferred but not required. 


  • Provide a remarkable client experience. Greet clients with warmth, genuine interest and a smile.

  • Lead by example. Identify current or potential problems, take ownership and see them through to resolution.

  • Act as a unified team. Possess strong interpersonal skills including the ability to proactively communicate with and help others, within and across departments.

  • Ability to work independently. Seek and incorporate feedback on your performance from management, coworkers and clients.

  • Demonstrated PC literacy.

  • Excellent attention to detail.

  • Ability to engage in repetitive work.

  • Exceptional data entry ability with speed and accuracy.



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 use hands or fingers, handle, or feel and reach with hands and arms.  The employee frequently is required to stand, sit, climb or balance, and talk or hear.  The employee regularly is required to walk and stoop, kneel, crouch, crawl, and climb stairs.  The employee must occasionally lift and/or move up to 25 pounds.  Specific vision abilities required by this job include close vision, distance vision, and ability to adjust focus.



The work environment characteristics described here arerepresentative of those an employee encounters while performing the essential functions of this job.  The work environment is indoor and climate controlled.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Genesee Regional Bank is an equal opportunity organization. We recruit, employ, train, compensate, and promote without regard to race, religion, creed, color, national origin, age, gender, sexual orientation, gender identity, marital status, disability, veteran status, or any other basis protected by applicable federal, state or local law.