The input area of Loan Servicing is primarily responsible for accurately loading and maintaining all loan information in the Bank’s main operating system—Jack Henry Silverlake.

Here are the steps a loan takes upon reaching the Loan Servicing department: 

1. Loans are sent to Loan Servicing through eSign, eWeb, and interoffice paper documents.
2. Once the loan arrives, it is date stamped and given to Loan Input.
3. Loans are processed in the order in which they are received, all within 2 business days. (All loans are booked by month end.)
4. The Loan Input Clerk confirms the loan balances and that all the necessary documents for booking have been received.
5. We have several different ways of booking a new loan, but many are processed through LaserPro.
6. Once the loan has been uploaded, the Input clerk verifies that the information is correct, funds the loan, then inputs any other information that the upload does not pull over. They also look to see if any documents have been uploaded to Synergy and archive them to the correct cabinets, which refer to document names.
7. The Input area also handles payment processing. Any payments received by Loan Servicing are posted the same day. 
   • Certain payments must be keyed by hand. These include payoffs and payments with special instructions such as principal reduction and additional escrow. 
   • Non-regular payments are also processed. 
   • Skip-a-Pays are processed once per year. These arrive through regular mail or when a client directly brings one to an office. When a client delivers one to an office, a copy of the Skip-a-Pay is scanned and then verified to ensure that all requirements are met. These requirements include, but are not limited to, confirming that the skip-a-pay is signed and if the client included a check or Demand Deposit Account (DDA). 

Quality Control (QC) is a critical area of Loan Servicing. The detail-oriented associates in this workforce strive for accuracy because they handle every loan that arrives in Loan Servicing.

QC is Loan Servicing’s primary area for monitoring risk because service quality can impact the Bank’s ability to collect any obligation.

Here are the steps Quality Control takes in carrying out their duties:

1. The day after the loan is booked, QC performs a critical maintenance review (checking interest rate, loan officer number, branch, and cost center).
2. The loan then goes to the Centralized Document Imaging department for scanning.
3. Centralized Document Imaging returns the loan package to Loan Servicing for the breakdown process. In the breakdown process, Loan Servicing pulls out all the documents that need to be maintained in a records vault, and the remaining loan package is boxed up and sent to the warehouse.
4. The loan is then scanned, which initiates the full QC process. At this point, exceptions are added, if necessary.
5. The Quality Control team uses Access Database to evaluate and ensure the loan is loaded correctly and all documents have been received.

While quality control is performed on maintenance requests, this specialized team also oversees the following:

• Collateral tracking
• Verification of the perfection of our lien on any collateral pledged
  • Verifying the perfection of a lien includes determining if the lien was recorded correctly (for example: Was the lien recorded in the correct county? Is this lien actually for a vehicle, and is it for the correct vehicle?)

• Following up on outstanding file documentation
• Signature verification for loan products with check writing privileges
• Monitoring Letter of Credit
• Policy Exception reporting and negotiable collateral monitoring 
• Uniform Commercial Code (UCC) continuations
• Clearing exceptions

Once the loan is booked, virtually all other requests are handled by Client Service. Requests arrive to Client Service associates by Synapsys events, e-mail, fax, and phone.

The Client Service area has numerous responsibilities. In addition to routine service requests like file maintenance, this area handles:

• Research
• Unposted items
• Setting up auto drafts
• Non-sufficient funds (NSF) returns
• Remittance for Life of the South (LOTS) premiums, adjustments, and rebates and claims
• Guaranteed Asset Protection (GAP) claims
• Total Loss Claims (letter of guarantee)
• Dealer accounts 
• Loans in Process (LIP) monitoring
• Escrow analysis
• Escrow payment
• Yearly tax payments
• Participation payments and wires
• Participation loans—purchased or sold
• Service loans
• Various reports 
• Insurance monitoring
• Force placement of insurance when necessary
• Opening insurance mail and processing
• Insurance claims
• Processing paid out loans (releasing liens)

• Client Service Clerk I
• Client Service Clerk II
• Client Service Clerk III
• Client Service Clerk IV
• Loan Input Clerk I
• Loan Input Clerk II
• Loan Input Clerk III
• Loan Input Clerk IV
• Loan Participation Clerk I
• Loan Participation Clerk II
• Loan Participation Clerk III
• Loan Participation Clerk IV
• Payment Clerk I
• Payment Clerk II
• Payment Clerk III
• Payment Clerk IV
• Quality Control Clerk I
• Quality Control Clerk II
• Quality Control Clerk III
• Quality Control Clerk IV
• Quality Control Collateral Research Clerk I
• Quality Control Collateral Research Clerk II
• Quality Control Collateral Research Clerk III
• Quality Control Collateral Research Clerk IV
• Loan Servicing Universal Associate
• Assistant Manager
• Loan Servicing Manager