Service Credit Union is seeking a Loan Servicing Specialist who will play a strategic role in ensuring efficient, compliant, and member-centric delivery of key operational functions as they relate to all loans held by SFCU. This role is responsible for ensuring alignment of departmental performance with organization goals and fostering a culture of excellence, control, and continuous improvement.
Responsibilities
- Ensure member inquiries are responded to and resolved immediately whenever possible
- Provide support, as needed, for escalated member needs
- 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
- Ability to analyze documentation for understanding of all loan products offered by SFCU
- Ability to 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 on boarding
- 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
- Assist with collection of REL delinquencies from 45 days delinquent to resolution or recommendation to management for additional collection efforts
- Complete loss mitigation process from mailing through updating core
- 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 modification of process as mandated by audit review
- Full comprehension of 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
- Perform other duties as assigned
- Maintain knowledge and understanding of credit union’s overall strategic plan and priorities
- Maintain high level of knowledge of credit union policies
- Maintain high level of credit union product and services offerings
- Maintain detailed knowledge of departmental policies
- Ability to detect and research any deficiencies and make recommendations accordingly
Skills
- High School diploma or equivalent required
- Minimum 1 years' experience in a related field desired
- Financial industry experience and customer service experience desired
- 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
- Valid driver's license with clean driving record
- Ability to travel to other work locations as required, if needed
- Experience with banking systems and technologies and their relationship to business functions, practices, and processes preferred
Benefits
- Great health and dental benefits starting day one!
- PTO
- Long-term disability
- Paid holidays
- 401k with 8% company contribution after one year of employment
- Paid leave policy after 12 consecutive months of employment
- Free confidential mental health support program with Talkspace
- Free identify theft protection through IdentityForce
- Tuition reimbursement
- Training and career growth opportunities
Company Overview
Service Credit Union is a not-for-profit, member-owned financial cooperative firm. It was founded in 1957, and is headquartered in Boston, Massachusetts, USA, with a workforce of 501-1000 employees. Its website is https://servicecu.org.