Loan Servicing Specialist

About the role

We're committed to bringing passion and customer focus to the business. Location: Portsmouth, NH. Compensation starts at $22.00 flexible based on experience.

Responsibilities

• Maintain knowledge and understanding of credit union’s overall strategic plan and priorities
• Maintain high level of knowledge of credit union policies
• Maintain detailed knowledge of departmental policies
• Ability to detect and research any deficiencies and make recommendations accordingly
• Ensure member inquiries are responded to and resolved immediately whenever possible
• Support and educate staff to provide superior member service
• Contribute to department SLA/KPIs as they relate to SFCU’s overall strategic plan
• Contribute to ensuring all loan servicing responsibilities are consistently accomplished with maximum proficiency and efficiency
• Accurate and executed documentation and retention of all necessary documentation to protect SFCU’s ability to collect payment
• Analyze documentation for understanding of all loan products offered by SFCU
• Assist members in utilizing SFCU’s products and services including online banking platform, external payments, and wires
• Complete residential loan fundings through transfer from the applicable LOS to correspondent lender to core of any necessary data entry and completion of accurate transactions through the core
• Maintain accurate post-closing document tracking
• Complete member outreach
• Proactively aid all new members to assist with onboarding
• Work with management to develop and implement additional member outreach programs designed to educate borrowers/members on SFCU products and services
• Work with other departments on developing reporting for campaigns
• Aid in collection of REL delinquencies from 45 days delinquent to resolution or recommendation to management for additional collection efforts
• Contribute to the department phone/Salesforce/email queues for all loan servicing related items
• Complete lien release process
• Process system maintenance loans
• Monitor reports related to servicing related items
• Generate letters related to loan servicing as needed
• Consistently review procedures and business practices to keep current with technological advances
• Recommend and draft new and revised policies/procedures for loan servicing responsibilities as needed
• Contribute to monthly, quarterly, and year-end reporting
• Ensure all loan servicing responsibilities are consistently accomplished in accordance with SFCU, CFPB and NCUA policies, and in compliance with state and federal regulations
• Assist in preparation of requested documentation for audit
• Maintain reporting throughout the year that will be used for audit review
• Implement suggested modifications of process as mandated by audit review
• Comprehend the core system
• Maintain confidentiality regarding credit union policies and procedures, member financial data, personal information, and work-related events
• Provide quality support and maintain a professional relationship with peers, management, other staff, and members through cooperation, mutual trust, and respect
• Understand the Service Federal Credit Union mission, vision, and corporate goals as they relate to the position, department, and credit union

Qualifications

• Superior member service skills and professionalism
• Experience with banking systems and technologies and their relationship to business functions, practices, and processes preferred
• Strong interpersonal skills and ability to solicit participation and input from others, including the ability to establish strong rapport and credibility with business teams
• Strong problem solving and analytical skills
• Ability to work independently and in a team environment
• Ability to communicate clearly and effectively verbally and in writing
• Proficient with Excel, Microsoft Outlook, Word, Power point, and various web-based applications
• Willingness to work extended hours, including weekends, as responsibilities require
• Flexibility in a hybrid work environment
• Ability to prioritize and organize work duties
• Ability to travel to other work locations as required, if needed
• Education: High School diploma or equivalent required
• Experience: Minimum 1 years’ experience in a related field desired
• Financial industry experience and customer service experience desired