Senior Loan Servicing Officer

New Employee onboarding, side by side and live training

Assists in supervising and leading a professional team of Loan Servicing Officers: assisting with questions, handling escalated phone calls from internal and external Members.

Liaison to the credit union's training department

Assists in updating and developing material for loan servicing officers.

Supervise and lead a professional team of Loan Servicing Officers

• Assist with questions, handle escalated phone calls from internal and external Members.
• Handle loan servicing tasks, including but not limited to:
• First mortgages on the FICS platform: boarding new loans, quality control/quality audit checking, MSR mortgage payment exception processing, weekly mortgage homeowner’s insurance disbursements, monthly statements, quarterly tax disbursements, annual escrow analyses, property tax vendor management audit reports, SID assessment & HOA premium file maintenance and disbarment, Recast mortgage, Forbearance review and application, Subordination process review and manage of 2nd lien position, Pay off prep, process and application, annual 1098A/1099A&C tax preparation, quality control, correction and audit reporting, Change of Analysis/ARM notices, Metro 2 review, manage, quality audit and report, PMI remittance and cancellation, Late notice review, prep vendor validation, automatic payment set up, review and cancelation.
• MBL: payment application, 1098 reporting, UCC filing and reporting, assessing, and correcting accurate information, facilitate servicing oversight, error resolution, information requests, statement oversight.
• Home Equity housed in Symitar: payment review and application, reversals, payoff request and application, recast of monthly payment when draw period expires, quality audit and loan expiration application, property insurance management, loan reconciliation and loan record file maintenance, deferment review and application, substitution of trustee/reconveyance.
• Negative Share housed in Symitar/Temenos: Deluxe Detect/Early Warning Check system review, file maintenance, quality audit, and reporting, boarding of fresh-start loans;
• Vehicle/Share Secured/Personal Loans housed on the Symitar platform: payment reversals, payoff processing, force-placed insurance processing, loan record file maintenance, deferment review, process and application, skip-a-payment processing.
• Credit Card housed on the Symitar platform: payment review and application, payment reversals, payoff requests, review and application, loan record and information maintenance, credit limit increase/decrease and payment exception system coding for accurate application type.
• Internal Refinance: Loan modification file maintenance in lieu of full refinance.
• Ticket Task Assignment: Phone monitoring - make certain of phone coverage, excess talk time and abandon rate is consistent with loan servicing expectation and process.
• Charge Off: review, quality audit and process all loans scheduled for charge off per SSSCU Charge off Policy.
• Member Identification Fraud Prep and Review.
• MERS daily, weekly, and monthly quality audit reporting.
• Mortgage and Consumer Loan Calculation Recast.
• Loan Modification file maintenance.
• Real Estate and Consumer loans.
• Loan Restructure file maintenance.
• Payment and Interest error corrections and reconciliation.
• Managing FED pledged loans.
• Real Estate Custodial Audit and Maintenance.
• CUNA Debt Protection Maintenance and Claims.
• Lenders Protection, Supplemental Claims, Total Loss, Gap & Warranty Claims processing.
• Credit Reporting Disputes, Monitoring and Validation of debt.
• Power BI Report Tracking.
• 1st & 2nd Mortgage Retention/Destruction Management.
• State National Automobile and Real Property Insurance Monitoring and Servicing.
• Third Party Payment Application.
• Sale of Collateral Payment Application.
• SWBC GL Reconciliation.
• Non-sufficient Funds Loan Payment Application.
• Bankruptcy loans: Statements, Trustee payment application, credit bureau review and update.

Procedural content development and improvement

Continuous improvement tracking/reporting for department error resolution.

Monitor and strive for department milestones and goals

Works harmoniously with all levels of management to assist the Loan Servicing Management and the AVP of Loan Servicing and Credit Resolutions enhance overall team experience and lending process.

Tasks as assigned; supervision of the credit resolution department when needed

Supervisory Responsibilities: The Senior Loan Servicing Officer assists to supervise Loan Servicing employees in accordance with the Credit Union's human resources policies and applicable laws. Supervisory responsibilities include the following: training employees; planning, assigning, and directing work; addressing complaints and resolving problems; and ensuring harmony and optimal performance standards are maintained.

Performance Standards

• Ensure Loan Servicing functions are completed accurately, efficiently and in a timely manner.
• Maintain professional appearance and behavior.
• Communicate effectively and possess higher than average interpersonal skills.
• Display leadership attributes that foster increased productivity, efficiency, effectiveness, and morale of the team.

Qualification Requirements

• A high school diploma and 2-3 years' experience, working in a financial institution, primarily focused in the areas of Mortgage Loan Servicing and/or Member Service.