Loan Servicing Associate

EastRise Federal Credit Union • South Burlington, VT

5h

About The Position

Performs the duties related to maintenance and servicing of multiple types of loans and records and basic tasks and processes on Commercial, Consumer and Mortgage loans. Follows established procedures, while at times under direction of others, as they apply to servicing loans including the processing of loan documents, preparing reports, letters, and notices to members. Processes requests in all EastRise channels of emails, facsimiles and phone calls to assist members with a wide variety of concerns and general servicing of their loans. Provides the highest level of quality member service directly with members and throughout the organization. Provides servicing of loan products post loan origination/closing as well as ongoing member support.

Requirements

• A minimum of one year up to three years of similar or related experience, including preparatory experience.
• Proficiency with Microsoft Office 365.
• A high school degree or equivalent
• A significant level of trust, credibility and diplomacy is required.
• Must be at least 18 years of age.
• Favorable Background, Credit, Criminal, Bondability, and Reference Checks required.
• Must comply with all company policies and procedures, applicable laws and regulations, including but not limited to, the Bank Secrecy Act, the Patriot Act, and the Office of Foreign Assets Control.
• Must be capable of regular, reliable and timely attendance.

Responsibilities

• Service loans within the loan portfolio, including loan system setup/review for integrity of key loan data fields, processing of member requests for loan transactions, loan payoff requests, disbursements, billing/statements, loan research and maintenance via all EastRise channels. Take action on requests, workflows, and emails. Create/update procedures. Ensure risk mitigation across the portfolio for compliance. Responsible for loan report reviews, performing system maintenance and ensuring system data integrity throughout loan portfolio including system quality control and verification processes.
• Provide top-level timely service when handling telephone, chat and email communication with members, vendors, and outside parties, with member experience and satisfaction always in mind. Provide top-level timely in-person, telephone and electronic/email support and service to organization staff. Strive for positive member experience and member satisfaction in every interaction. Work directly with members and EastRise team members answering basic and general questions from members regarding the mortgage, consumer and commercial loan documents, balance owing, escrow status, payment breakdown and other basic matters pertaining to loans. Troubleshoot account-specific problems, as well as identify anomalies and trends that may indicate a larger issue. Maintain a thorough and comprehensive understanding of the organization’s products, lending policy, and familiarity with regulatory requirements which apply to Loan Servicing.
• Perform assigned loan servicing functions, to include some or all of the following areas of responsibility: Escrow set-up, disbursements, escrow analysis, Credit bureau reporting and disputes, insurance plan servicing (collateral protection, debt protection, GAP, credit insurance), loan modification review, preparation and system updates, insurance claims, tracking to ensure perfected lien position, investor and participation reporting, remitting and reconciliation, discharges, releases and other loan servicing activities following general servicing standards and requirements.
• Work with investors, taxing authority, insurance agents, internal department, branch personnel. attorneys and auditors with various loan servicing inquiries, situations and problems. Completes any forms, documents or notices required by private mortgage insurer, third party vendor, government entity or investor as directed.
• Maintain and assist with cross-training in various other duties to provide support and coverage within the department. Assist with system software regression and testing for system upgrades. Conduct specific tests to examine system tools from end-user perspective.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED