Loan Services Support Representative

Citadel Credit Union•West Goshen Township, 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 requires timely, professional, and accurate responses, particularly to incoming phone calls and customer questions. Attention to detail, strong communication skills, and adaptability to changing business needs are essential. The representative supports loan servicing across escrow administration, property taxes, insurance and PMI, new-loan escrow setup, delinquent tax monitoring, and general servicing operations. The position assists the Senior Loan Services Representative with escrow work, researches and resolves account issues, coordinates with third-party tax vendors, maintains accurate records in servicing systems, and follows applicable regulations, investor requirements, policies, and procedures. It also supports process improvements, departmental projects, cross-training, and other operational initiatives.

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, promptly, and accurately.
Research and resolve member inquiries concerning 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 the preparation and completion of annual escrow analyses for applicable mortgage loans.
Review escrow account activity for accuracy and identify shortages, surpluses, and required adjustments.
Assist in generating escrow statements and ensuring 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, including missing tax bills, payment discrepancies, and jurisdictional questions.
Act as a liaison between vendors, members, and internal departments regarding escrowed property taxes.
Process homeowner's insurance premium payments from escrow accounts.
Process PMI premium payments and maintain accurate records.
Review insurance documentation and ensure adequate coverage is maintained.
Assist with insurance-related inquiries and issue resolution.
Conduct initial escrow analyses for newly originated and newly boarded mortgage loans.
Verify property tax and insurance information for proper escrow setup.
Calculate monthly escrow payments and required escrow deposits in accordance with RESPA requirements and company guidelines.
Ensure accurate setup and maintenance within servicing systems.
Review delinquent tax reports received from tax authorities and vendors.
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.
Communicate with borrowers and internal stakeholders regarding delinquent tax issues as needed.
Assist with other loan servicing responsibilities as assigned, including consumer, mortgage, business, and lease servicing operations.
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.