Loan Servicing Representative I

Align Credit Union•Lowell, MA

2d•$20 - $24•Hybrid

About The Position

The Loan Servicing Representative I is responsible for performing foundational loan servicing functions while providing accurate, timely, and professional service to Credit Union members and internal departments. This position is responsible for loan funding and assists with the ongoing servicing of consumer, residential real estate, home equity, and other loan products in accordance with Credit Union policies, procedures, investor requirements, and applicable regulations. The Loan Servicing Representative I works under the direction of the Loan Servicing Representative III and collaboratively with the Loan Servicing Representative II and other members of the Loan Servicing team. The position serves as a member-facing resource for routine loan servicing inquiries, provides backup support to the Contact Center as business needs require, and assists members with Online Banking and other digital services. This position serves as the foundational level within the Loan Servicing Representative career path and is expected to develop a broad understanding of loan servicing functions, Credit Union products and services, and applicable systems and procedures. Through training and cross-training, the Loan Servicing Representative I will progressively develop the knowledge and experience necessary to assume more complex servicing responsibilities.

Requirements

Foundational loan servicing functions
Accurate, timely, and professional service to Credit Union members and internal departments
Loan funding
Ongoing servicing of consumer, residential real estate, home equity, and other loan products
Adherence to Credit Union policies, procedures, investor requirements, and applicable regulations
Member-facing resource for routine loan servicing inquiries
Backup support to the Contact Center
Assistance with Online Banking and other digital services
Development of a broad understanding of loan servicing functions, Credit Union products and services, and applicable systems and procedures
Progressive development of knowledge and experience for more complex servicing responsibilities through training and cross-training
Processing payments, account maintenance, research, corrections, and other servicing requests
Processing paid-loan documentation
Preparation, tracking, and release of liens, automobile titles, mortgages, discharges, and other collateral documentation
Maintenance of accurate and organized servicing records
Processing assigned daily mail, loan payments, payoff-related activity, reports, documentation, and other routine servicing transactions
Responding to member inquiries regarding loan payments, balances, payment histories, payoff information, loan servicing processes, and other routine loan related questions
Research and resolution of issues within assigned authority
Escalation of more complex matters
Assistance with routine access, navigation, transaction, and troubleshooting questions for Online Banking and other digital services
Education of members on available self-service options
Escalation of technical or account-specific issues
Backup support to the Contact Center
Answering member calls
Assistance with routine account and transaction inquiries
Processing requests within assigned authority
Directing or escalating matters to the appropriate department
Assistance with assigned insurance, automobile title, escrow, lien, and other loan servicing functions
Review of documentation and reports
Appropriate follow-up
Maintenance of accurate records
Development of working knowledge of the broader Loan Servicing function
Cross-training on additional servicing responsibilities
Collaboration with Loan Servicing, Lending, Collections, Accounting, Retail, the Contact Center, and other departments
Completion of assigned responsibilities accurately and timely
Adherence to Credit Union policies, procedures, internal controls, investor requirements, and applicable federal and state regulations
Participation in required training
Active development of knowledge of loan servicing, Credit Union products and services, systems, and procedures

Nice To Haves

More complex escrow, flood insurance, investor, and secondary-market responsibilities

Responsibilities

Perform funding of approved consumer, mortgage, home equity, and other assigned loans, ensuring required documentation, system information, disbursements, and funding instructions are complete and accurate prior to funding.
Perform routine servicing and maintenance of consumer and real estate loans, including processing payments, account maintenance, research, corrections, and other servicing requests in accordance with established procedures and assigned authority.
Process paid-loan documentation and assist with the preparation, tracking, and release of liens, automobile titles, mortgages, discharges, and other collateral documentation. Maintain accurate and organized servicing records.
Process assigned daily mail, loan payments, payoff-related activity, reports, documentation, and other routine servicing transactions accurately and within established deadlines.
Respond to member inquiries regarding loan payments, balances, payment histories, payoff information, loan servicing processes, and other routine loan related questions. Research and resolve issues within assigned authority and appropriately escalate more complex matters to the Loan Servicing Representative II or III.
Assist members with Online Banking and other Credit Union digital services, including routine access, navigation, transaction, and troubleshooting questions. Educate members on available self-service options and escalate technical or account-specific issues when necessary.
Provide backup support to the Contact Center based on business needs, including answering member calls, assisting with routine account and transaction inquiries, processing requests within assigned authority, and directing or escalating matters to the appropriate department when necessary.
Assist with assigned insurance, automobile title, escrow, lien, and other loan servicing functions. Review documentation and reports, perform appropriate follow-up, and maintain accurate records in accordance with established procedures.
Develop working knowledge of the broader Loan Servicing function and cross-train on additional servicing responsibilities to provide departmental coverage as needed. Work collaboratively with Loan Servicing, Lending, Collections, Accounting, Retail, the Contact Center, and other departments to research and resolve member and servicing issues.
Complete assigned responsibilities accurately and timely while adhering to Credit Union policies, procedures, internal controls, investor requirements, and applicable federal and state regulations. Participate in required training and actively develop knowledge of loan servicing, Credit Union products and services, systems, and procedures in preparation for increased responsibilities. Other job-related duties, as assigned.