Share this Job
Req ID:  3887

Gurnee, IL, US, 60031

Loan Operations Help Desk

FT/PT:  Full-Time

First Midwest, with assets over $16 billion, is the premier relationship-based banking franchise in the dynamic Chicagoland banking market. As one of the Chicago metropolitan area's largest independent bank holding companies, First Midwest provides the full range of commercial, retail banking, and wealth management services through some 120+ offices located in communities in metropolitan Chicago, Northwest Indiana, Central and Western Illinois, and Eastern Iowa. 


Provide professional, courteous, and accurate 1st line loan support and resolution of all questions, concerns and research items through a variety of mediums; phone, email, fax, instant messaging, and database, received from internal client inquiries regarding all aspects of the loan process and related systems.  In addition, process any and all related loan servicing transactions, as well as research and rectify outstanding items related to any and all loan operation general ledger outages.

  • High school diploma or equivalent GED required.
  • Minimum of 3 years loan operations experience required.
  • 1 – 2 years Help Desk experience preferred.
  • 1 – 2 years call center experience or equivalent preferred.
  • Must possess outstanding phone etiquette and customer service skills.
  • Excellent oral and written communication skills required.
  • Working knowledge of all aspects of FMB Loan Operations and related loan processes including: loan documentation, booking, maintenance, escrow, credit policy, underwriting, and collections required.
  • Thorough knowledge of FIS Loan System required.
  • Knowledge of other FMB loan support systems (CRIF ACTion, Encompass, Sales, Document Imaging/Onbase, Document Direct, SunGard, Loan Presentation, Loan Exception Tracking and Optima) preferred.
  • Intermediate Excel and Word knowledge required.
  • Must have demonstrated experience in the understanding of, and working with, loan documentation and compliance regulations related to mortgage, commercial and consumer lending.
  • Must demonstrate patience, ability to work through complex issues and maintain a professional demeanor in stressful situations.
  • Ability to work independently and as part of a cohesive team
  • Strong ability to multi-task
  • Must be able to prioritize and complete multiple tasks throughout the day
  • Position requires the need to work varied hours/days including occasional overtime as business dictates.  May need to travel to other branch locations
  • Provide 1st line support and resolution of internal client inquiries related to the various loan system platforms such as CRIF ACTion, Encompass,, Onbase Document Imaging, SunGard, and FIS. Inquiries requiring advance technical support will be logged to the trouble ticket database for further IT support and resolution.
  • Provide 1st line support and resolution of internal client inquiries related to loans related tasks and services within defined service level standards with a high degree of courtesy, respect, professionalism, timeliness and accuracy.  Inquiries will be received and responded to through multiple channels.
  • Participate in the implementation of new loan operation related systems and updates as needed.
  • Process various maintenance transactions (Loan Payments/Reversals, Fee Waivers, credit bureau corrections, etc.) in the FIS Loan System and other FMB loan support systems. 
  • Research and rectify per established service level agreements outstanding reconciliation items related to any and all loan general ledger accounts.
  • Provide direction and support to internal clients on how to utilize the FIS Loan System and other FMB loan support systems and the processing of various loan related transactions.
  • Ensure that all transactions are processed in accordance with FMB loan policy and procedures.
  • Assist with maintaining informational materials involving all lending operational processes, procedures and policies.
  • Identify methods of improving both functional and department efficiencies.
  • Maintain an in-depth knowledge of the FMB loan processes and systems.
  • Troubleshoot problems associated with system issues and document efforts in the problem ticket database for future problem resolution.
  • Timely response (per defined standards) to for reported requests and or issues related to any aspect of the loan operations area or related systems.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities.
Please view Equal Employment Opportunity Posters provided by OFCCP here and Supplement here.

Nearest Major Market: Chicago

Job Segment: Loan, Bank, Banking, Help Desk, Information Technology, Finance, Technology