Loan Servicing Specialist

Location: Portsmouth, NH Corporate Headquarters

Compensation starts at $22.00 flexible based on experience

The Loan Servicing Specialist plays 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 also responsible for ensuring alignment of departmental performance with organization goals, and fosters a culture of excellence, control, and continuous improvement.

Will recognize superior member service and the protection of the credit union’s assets as the primary responsibilities.

“Members are the priority at Service Credit Union, and every role at the credit union is responsible for supporting member solutions and contributing positively to the member experience.” 

Credit Union Knowledge

• 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

Member Service

• 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

Loan Servicing

• 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

Training and Documentation: 

• 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

Reporting

• Contribute to monthly, quarterly, and year-end reporting.

Compliance

• Ensure all loan servicing responsibilities are consistently accomplished in accordance with SFCU, CFPB and NCUA policies, and in compliance with state and federal regulations.

NCUA, State of NH, Internal, Investor, and MI Audits

• 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

Systems and Projects

• 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.

• Regular and reliable attendance is an essential function of this position.

• Perform other duties as assigned.

Required Knowledge and Skills:

• 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.