Loan Servicing Specialist II

USALLIANCE Financial•Chelmsford, MA

4d•$25 - $31•Hybrid

About The Position

The main area of focus for this role is the servicing of the Credit Union’s mortgage, consumer, specialty, and commercial loan portfolios. The incumbent in this position is expected to have prior knowledge of all general activities in the Loan Servicing department. This role is responsible for the timely and accurate processing of Loan Servicing requests from members and internal staff; management of loan servicing systems and processes; other member service and clerical tasks as assigned. This position requires collaboration with other servicing staff to provide high-quality service to our members.

Requirements

Must have customer service experience and a minimum of 2 years loan servicing experience.
Adept at utilizing technology and various software platforms to process information.
The candidate must demonstrate interpersonal, organizational, and communication skills (verbal & written).
The candidate should be detail oriented with the ability to work in a fast-paced environment.
Experience in Microsoft Office application.
Transactional processing experience with strong commitment to providing excellent member service.

Nice To Haves

Experience working with the following applications is preferred: FISERV DNA, Encompass, and Corelogic

Responsibilities

Communicate effectively with other members of the loan servicing team and be a primary point of contact within the department to review and respond to member questions, system processing support, and back up for tasks within the department.
Assist members via phone, email, and mail by researching, resolving, and following up as necessary in a timely fashion while providing a high level of member service.
Provide member support by responding to internal phone calls, emails, customer relationship management (CRM) inquiries by researching, resolving, and following up as necessary in a timely fashion while providing a high level of member service.
Perform loan account maintenance and financial transactions including payments, payment reversals and corrections, and payoffs in the core servicing system.
Maintain a working knowledge of all internal software, vendor sites, and other electronic systems to enable completion of job responsibilities.
Recommend procedural changes when appropriate and work with management on completing the updates and implementation of written procedures for the enhancement of work efficiencies.
Adhere to all local, state, and federal laws/regulatory requirements as related to functional areas including the Patriot Act, Truth in Lending, Reg B, Reg Z, and Bank Secrecy Act.
Perform a senior role in supporting internal loan servicing department projects and initiatives.
Take an active role in preparing for and processing loan sales.
Maintain and monitor loan servicing general ledger accounts, as requested, including researching and clearing exceptions.
Complete various other tasks as assigned that may include but are not limited to booking new loans, loan quality control reviews, collateral perfections, insurance tracking and force placement, preparing payoff quotes, release/satisfaction of collateral, tax and insurance escrow research and processing, and document research.