Residential Loan Servicing Coordinator

At Associated Bank we strive to create an inclusive culture where different perspectives are valued and recognized as strengths critical to our success. If you thrive in an environment where your growth and development are encouraged and supported, then Associated Bank may be the right place for you.

We invite you to view the opportunity below:

Under limited supervision, provide job-specific quality assurance to Default Services & Loan Servicing as well as Third Party Relationships, in order to
ensure processes and procedures conducted internally (business line/colleague) or externally (vendor) comply with Department, Bank, Investor requirements and state and federal regulations. Conduct periodic performance management reviews for each business line and/or vendor to ensure internal and external requirements and expectations are being met, review and discuss results monthly, follow-up on action plans, ensure results are tracked in scorecards, accountability reporting and shared/escalated with management, as appropriate. Monitor and score calls and loss mitigation files for applicable areas to ensure that policy and procedures are being followed and meet all investor, regulatory, state and federal guidelines. Act as a liaison between the Bank and the Vendor; ensure artifacts are current, process vendor invoicing, assist in trouble shooting, maintain inventory levels and track expenses, as applicable. Additional duties include, but are not limited to; basic remediation and project validation (such as year-end), monthly calibration sessions across sites, administration, assisting in service transfers, updating procedures or project plans, complaint research and response. This position relates to all functions within Residential Loan Servicing and any Vendors assigned within that group.

This person will also: 

• Monitor and evaluate calls for quality assurance and compliance through established quality assurance programs. Track and analyze results for agent and vendor performance scorecards. Develop and maintain data base of individual tests and all results. Proactively communicate any customer issues or trends to the Quality Assurance Manager/Supervisor.

• Thoroughly evaluate and audit by analyzing individual judgment details, timelines, fees assessed, financial statements title policies, FPI, PMI and payoffs according to policy. Convey feedback to the Quality Assurance Manager/Supervisor.

• Ensure that overall decisions made are the best option for the customer and the Bank and the customer, limits current loss and future non-accrual and charge off for Associated Bank. Research complaint referrals, follow up to obtain accurate details, respond and provide detail to Customer Care, Legal and appropriate management.

• Assist in reviewing processes for efficiencies by possessing basic knowledge in banking documents and procedures used in default services or Loan servicing. Assist in reviewing, creating and revising procedures as necessary.

• Act as a liaison between third party vendor management, department and vendor, assist in the gathering of artifacts, coordinating productions, billing statements, research/troubleshooting, invoicing, maintain appropriate levels of inventory and track vendor expenses.

• Maintain proficiency on core computer systems, department data base, Investor reporting systems and Government reporting systems including documentation updates, reviewing new enhancements and recommending implementation of system problem solving.

• Be an advocate for the customer by understanding and taking in to account the value of the customer’s entire relationship with us.

Review the qualifications listed below: 

Education

• Associate’s Degree or equivalent combination of education and experience. Required

Experience

• 2-4 years Quality Assurance Default related functions, Loan Servicing, Vendor Management, etc. Required

In addition to core traditional benefits, we take pride in offering benefits for every stage of life. 

• Retirement savings including both 401(k) and Pension plans. 

• Paid time off to volunteer in your community. 

• Opportunities to connect with others through our diversity-focused Colleague Resource Groups. 

• Competitive salaries with professional development and advancement opportunities. 

• Bonus benefits including well-being programs and incentives, parental leave, an employee stock purchase plan, military benefits and much more.  

• Personal banking, loan, investment and insurance benefits. 

Associated Bank serves more than 120 communities throughout Wisconsin, Illinois and Minnesota and we consider our colleagues critical to our continued success. See why our colleagues continually vote us a best place to work in the Midwest. Join our community on Facebook, LinkedIn and X. 

Compliance Statement

Associated Bank is an equal opportunity employer committed to creating a diverse workforce. We support a work environment where colleagues are respected and given the opportunity to perform to their fullest potential. We consider all qualified applicants without regard to race, religion, color, sex, national origin, age, sexual orientation, gender identity, disability or veteran status, among other factors.

Fully complies with all applicable enterprise policies and procedures. Acts in compliance with all applicable laws and regulations as outlined in training materials, including but not limited to Bank Secrecy Act. Responsible for reporting suspicious activity to Financial Intelligence. Responsible to report all customer complaints as prescribed and procedure violations to management or HR.

Responsible to report ethical concerns as needed to Associated Bank’s anonymous Ethics Hotline.

Associated Bank provides additional assistance to individuals with disabilities throughout the application & interview process. Please contact [email protected] if you need an accommodation at any time during the interview process.

Associated Banc-Corp is an Affirmative Action and Equal Opportunity Employer. Associated Banc-Corp participates in the E-Verify Program. E-Verify Notice English or Spanish. Know Your Right to Work English or Spanish.

Associated Bank is Pay Transparency compliant.