Loan Services Support Representative

Citadel•West Chester, PA

About The Position

The Loan Services Support Representative provides service to internal and external customers and serves as a point of contact for member inquiries, business partners, and internal departments. The role responds to incoming calls, emails, and service requests, researching and resolving questions about loan servicing, escrow accounts, insurance, taxes, and related servicing functions. It also provides information and assistance to internal departments and escalates complex issues while maintaining ownership of the member experience. The position supports escrow administration, including annual escrow analyses, account reviews, statement generation, and resolution of discrepancies. It coordinates property tax payments and tax-related investigations with third-party vendors, processes homeowner’s insurance and PMI payments, reviews insurance documentation, and conducts initial escrow analyses and setup for newly originated or boarded mortgage loans. It also monitors delinquent property taxes and takes appropriate action to protect the credit union’s lien position. Additional duties include supporting consumer, mortgage, business, and lease servicing operations; maintaining accurate servicing-system records; identifying process improvements; supporting projects and cross-training; and complying with applicable regulations, investor requirements, policies, and procedures. Success requires customer focus, clear communication, accuracy, organization, problem-solving, accountability, adaptability, teamwork, and the ability to handle sensitive information.

Requirements

High school diploma or equivalent.
At least one year of customer service, financial services, or administrative experience.
Strong verbal and written communication skills.
Demonstrated ability to provide exceptional customer service.
Ability to manage multiple priorities in a fast-paced environment.
Strong attention to detail and accuracy.
Proficiency with Microsoft Office applications.

Nice To Haves

Experience in loan servicing, mortgage servicing, escrow administration, insurance products, dealer services, or financial services.
Familiarity with FICS or comparable loan servicing systems.
Understanding of mortgage escrow administration, taxes, insurance, and PMI processing.
Previous call center or member service experience.

Responsibilities

Provide exceptional service to members, business partners, and internal departments.
Respond to incoming phone calls, emails, and service requests professionally, accurately, and in a timely manner.
Research and resolve member inquiries related to loan servicing, escrow accounts, insurance, taxes, and other servicing functions.
Provide internal departments with information and assistance regarding loan servicing processes.
Escalate complex issues appropriately while maintaining ownership of the member experience.
Assist the Senior Loan Services Representative with escrow account administration and servicing activities.
Support annual escrow analyses for applicable mortgage loans; review account activity and identify shortages, surpluses, and required adjustments.
Assist with generating escrow statements and sending timely member notifications.
Research and resolve escrow discrepancies and unusual account activity.
Coordinate with third-party tax vendors to ensure timely and accurate property tax payments.
Monitor tax payment files, exception reports, and tax bill updates; investigate and resolve tax-related issues.
Serve as a liaison between vendors, members, and internal departments regarding escrowed property taxes.
Process homeowner’s insurance premium payments from escrow accounts and process PMI premium payments while maintaining accurate records.
Review insurance documentation to ensure adequate coverage is maintained and assist with insurance inquiries and issue resolution.
Conduct initial escrow analyses for newly originated and newly boarded mortgage loans; verify tax and insurance information, calculate monthly escrow payments and required deposits, and ensure accurate system setup in accordance with RESPA and company guidelines.
Review delinquent tax reports, research delinquent tax notifications, and take appropriate action to protect the credit union’s lien position.
Maintain tracking logs and documentation related to delinquent property taxes, and communicate with borrowers and internal stakeholders as needed.
Support additional consumer, mortgage, business, and lease servicing responsibilities as assigned.
Maintain accurate records and documentation within servicing systems.
Identify opportunities for process improvements and efficiencies.
Support departmental projects, cross-training efforts, and operational initiatives.
Maintain compliance with applicable regulations, investor requirements, policies, and procedures.