Loan Servicing Representative I-Hybrid

Align Credit Union•Lowell, MA

3d•$20 - $24•Hybrid

About The Position

The Loan Servicing Representative I performs foundational loan servicing functions while providing accurate, timely, and professional service to Credit Union members and internal departments. The position handles loan funding and supports ongoing servicing of consumer, residential real estate, home equity, and other loan products in accordance with Credit Union policies and procedures, investor requirements, and applicable regulations. Working under the direction of the Loan Servicing Representative III and collaboratively with the Loan Servicing Representative II and other Loan Servicing team members, this role serves as a member-facing resource for routine loan servicing inquiries. It also provides backup Contact Center support as business needs require and helps members with Online Banking and other digital services. As the foundational level in the Loan Servicing Representative career path, the position develops broad knowledge of loan servicing functions, Credit Union products and services, systems, and procedures through training and cross-training.

Responsibilities

Fund approved consumer, mortgage, home equity, and other assigned loans, ensuring required documentation, system information, disbursements, and funding instructions are complete and accurate.
Perform routine servicing and maintenance of consumer and real estate loans, including processing payments, account maintenance, research, corrections, and other servicing requests.
Process paid-loan documentation and assist with preparing, tracking, and releasing liens, automobile titles, mortgages, discharges, and other collateral documentation; maintain accurate 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 about loan payments, balances, payment histories, payoff information, servicing processes, and other routine loan questions; research and resolve issues within assigned authority and escalate more complex matters.
Assist members with Online Banking and other digital services, including routine access, navigation, transaction, and troubleshooting questions; explain self-service options and escalate technical or account-specific issues when necessary.
Provide backup Contact Center support based on business needs by answering member calls, handling routine account and transaction inquiries, processing authorized requests, and directing or escalating matters as appropriate.
Assist with assigned insurance, automobile title, escrow, lien, and other loan servicing functions; review documentation and reports, follow up as appropriate, and maintain accurate records.
Develop working knowledge of the broader Loan Servicing function and cross-train on additional servicing responsibilities to provide departmental coverage.
Collaborate with Loan Servicing, Lending, Collections, Accounting, Retail, the Contact Center, and other departments to research and resolve member and servicing issues.
Complete responsibilities accurately and timely in compliance with Credit Union policies, procedures, internal controls, investor requirements, and applicable federal and state regulations.
Participate in required training and develop knowledge of loan servicing, Credit Union products and services, systems, and procedures in preparation for increased responsibilities.
Perform other job-related duties as assigned.