Loan Servicing Representative II

Align Credit Union•Lowell, MA

4d•$22 - $27•Hybrid

About The Position

The Loan Servicing Representative II is an experienced loan servicing professional responsible for performing and supporting a broad range of consumer and real estate loan servicing functions. This position has primary responsibility for assigned areas of the Credit Union's automobile title administration and credit card portfolio servicing and performs more complex servicing activities requiring greater knowledge, independent judgment, research, and problem-solving. The Loan Servicing Representative II works closely with the Loan Servicing Representative III and AVP Loan Servicing to ensure daily servicing activities are completed accurately, timely, and in accordance with Credit Union policies, procedures, investor requirements, and applicable regulations. The position serves as a senior resource to the Loan Servicing team and other departments for servicing-related questions and issues. The position is expected to be cross-trained on the responsibilities of the Loan Servicing Representative III to provide operational backup and continuity when needed. While this position does not have direct supervisory responsibility, it is expected to demonstrate leadership, ownership, sound judgment, and the ability to assist and guide less experienced team members.

Requirements

Experienced loan servicing professional
Knowledge of consumer and real estate loan servicing functions
Knowledge of automobile title administration
Knowledge of credit card portfolio servicing
Ability to perform complex servicing activities requiring greater knowledge, independent judgment, research, and problem-solving
Familiarity with Credit Union policies, procedures, investor requirements, and applicable regulations
Proficiency in loan funding
Ability to research and resolve complex member and internal inquiries
Ability to work collaboratively with various departments
Ability to maintain knowledge and cross-training for backup support
Ability to review reports, servicing exceptions, outstanding documentation, and account discrepancies
Ability to research root causes and complete corrections
Ability to identify recurring issues or potential process and control concerns
Ability to provide guidance on established servicing procedures
Ability to assist with cross-training
Ability to identify opportunities for process improvement
Ability to ensure compliance with policies, procedures, internal controls, investor requirements, and regulations
Ability to assist with audits, examinations, reporting, system initiatives, portfolio reviews, and special projects

Nice To Haves

Demonstrate leadership, ownership, sound judgment, and the ability to assist and guide less experienced team members

Responsibilities

Serve as a primary Loan Servicing resource for the Credit Union's credit card portfolio, including account servicing, payment and transaction research, maintenance, disputes or inquiries, reporting, documentation, and coordination with applicable vendors and internal departments.
Research and resolve more complex credit card servicing issues and escalate significant concerns as appropriate.
Take a lead role in the administration, tracking, maintenance, and release of automobile titles and related collateral documentation.
Research title exceptions, liens, missing documentation, and other discrepancies and work with members, dealers, state agencies, vendors, and internal departments to ensure the Credit Union's lien position is appropriately documented and released when applicable.
Perform more complex servicing and maintenance of consumer, residential real estate, home equity, and other loan products, including payment research and corrections, payoffs, account maintenance, loan modifications or adjustments within assigned authority, paid-loan processing, lien releases, and resolution of servicing exceptions.
Perform and provide backup for assigned escrow and real estate servicing functions, including tax and insurance disbursements, escrow administration, flood and hazard insurance tracking, force-placed insurance activity, annual escrow analysis, and related account research.
Maintain proficiency in loan funding and provide backup for consumer, mortgage, home equity, and other loan funding activities.
Ensure documentation, system information, disbursements, and servicing setup are complete and accurate and assist with complex funding or post-closing issues as necessary.
Research and resolve more complex member and internal inquiries involving loan payments, titles, credit cards, payoffs, collateral, insurance, escrow, and other servicing matters.
Work collaboratively with Lending, Collections, Accounting, Retail, the Contact Center, and other departments to resolve issues and provide a consistent member experience.
Maintain sufficient knowledge and cross-training to provide backup support for the Loan Servicing Representative III.
Assist with daily workflow coordination, review of servicing activity, escalated issues, departmental reporting, operational functions, and other assigned responsibilities during absences or as business needs require.
Review assigned reports, servicing exceptions, outstanding documentation, account discrepancies, and other servicing activity.
Research root causes, complete appropriate corrections and follow-up, and identify recurring issues or potential process and control concerns for escalation to the Loan Servicing Representative III and AVP Loan Servicing.
Serve as a knowledgeable resource to Loan Servicing Representative I and other employees by providing guidance on established servicing procedures and assisting with cross-training.
Identify opportunities to improve servicing processes, documentation, controls, efficiency, and member service and work closely with the Loan Servicing Representative III on implementation.
Ensure assigned servicing activities comply with Credit Union policies, procedures, internal controls, investor requirements, and applicable regulations.
Assist with audits, examinations, reporting, system initiatives, portfolio reviews, special projects, and other departmental responsibilities as assigned by the Loan Servicing Representative III or AVP Loan Servicing.
Other job-related duties, as assigned.