Loan Servicing Rep III

AmeriCU Credit Union•City of Rome, NY

4d•$26 - $32

About The Position

AmeriCU Credit Union is seeking an experienced and motivated Loan Servicing Rep III to ensure servicing activities are completed accurately, promptly, professionally, and in accordance with established policies, procedures, document-retention requirements, and applicable regulations. This role serves as a senior technical resource to the Loan Servicing Team, branches, internal partners, members, and third-party providers. The position handles complex servicing discrepancies and escalated cases, supports real estate and collateral document administration, performs quality reviews and monitors exceptions, provides technical guidance, coordinates with vendors and cross-functional partners, and contributes to projects, systems changes, and process improvements.

Responsibilities

Independently research and resolve complex loan servicing discrepancies involving payments, payoffs, titles, liens, claims, account histories, documentation, and system records.
Handle escalated Salesforce cases and member or internal-partner inquiries requiring advanced servicing knowledge, cross-system research, or coordination with multiple areas.
Provide timely, professional updates; document findings and actions; and escalate material risks, unresolved exceptions, or recurring issues to servicing leadership.
Provide coverage for specialized servicing functions and assist with high-priority backlogs or outages as assigned.
Prepare and process mortgage and home-equity lien discharges and support subordinations, sublets of property, CEMAs, research requests, and county recording activities when applicable.
Review paid-loan activity to confirm principal, interest, and fees have been satisfied; support file release, retention, destruction, and vault controls.
Research title, lien-perfection, collateral, insurance, debt-protection, payoff, and claim matters; coordinate correction of documentation or system exceptions.
Perform peer or second-level reviews of complex servicing transactions, documentation, case notes, and exception resolution for completeness and accuracy.
Monitor assigned exception inventories, aged cases, outstanding documents, and follow-up items, and drive items to resolution within established expectations.
Serve as a subject-matter resource for Loan Servicing Representatives and internal partners on established servicing procedures and system use.
Coordinate with sub-servicers, title providers, insurers, debt-protection providers, attorneys, counties, and other servicing partners to resolve complex requests.
Support servicing projects, system changes, workflow enhancements, data-cleanup efforts, and user acceptance testing.
Use servicing data and case trends to identify opportunities to reduce manual work, improve handoffs, strengthen controls, and improve the member experience.