Loan Servicing Specialist

American Eagle Financial Credit Union Incorporated•East Hartford, CT

6d•Hybrid

About The Position

The Loan Servicing Specialist is a highly skilled, technically proficient professional responsible for performing complex, end-to-end loan servicing activities across consumer, real estate, mortgage, HELOC, student, and business loan portfolios. This position plays a critical role in ensuring regulatory compliance, financial accuracy, collateral integrity, and member satisfaction. The role requires independent judgment, advanced problem-solving, and the ability to manage multiple loan products, servicing systems, and third-party relationships simultaneously. The Loan Servicing Specialist is accountable for high-impact operational outcomes and risk mitigation within Loan Operations. Additionally, this role may also assume additional responsibilities, projects, or initiatives as assigned, consistent with the scope and level of the position, to support evolving business needs and strategic objectives.

Requirements

Detail-Driven
You ensure loan servicing, data quality, and transactional accuracy across all post-closing and maintenance activities.
A Documentation and Compliance Champion
You manage insurance, titles, legal records, and audit requests with accuracy, consistency, and regulatory adherence.
Analytical and A Problem Solver
You resolve servicing errors, credit disputes, and system discrepancies while leveraging multiple platforms and reports to reduce risk.
This role requires Subject Matter Expertise and the ability to provide mentorship, guidance and training to other team members. While this level of expertise will generally be attained with a minimum of three to five years in a previous loan servicing or operations role and Associates degree in Business, Finance or related field.
Priority will be place upon the demonstration of the ability to meet qualifications without an absolute focus on duration of experience, in recognition that the attainment of such qualifications may be obtained at different paces by different individuals.

Responsibilities

Loan Servicing Operations & Maintenance
Execute post-closing and ongoing servicing for all loan types, including boarding, subordinations, modifications, renewals, and maintenance.
Perform detailed quality control to ensure loan data, documentation, and system records are accurate, complete, and compliant with regulatory and internal standards.
Process loan payoffs, paydowns, lien releases, advances, and maturity activity with precision, applying independent judgment to resolve complex issues.
Review mortgage statements and payment reports, investigate discrepancies, and implement corrective actions.
Insurance, Collateral & Documentation Management
Monitor and resolve insurance requirements across loan portfolios, including hazard, flood, PMI, GAP, credit life, and disability coverage.
Process insurance claims, refunds, removals, and compliance documentation, including total loss scenarios.
Track, research, and resolve vehicle titles, liens, and releases coordinating with DMV, attorneys, members, and third-party vendors.
Conduct research utilizing loan vault records and ensure documents are properly uploaded to the vault, while providing all required legal documents during audits and other inquiries.
Credit Reporting, Compliance & Risk Management
Research and respond to credit bureau disputes through the E-Oscar system, ensuring accurate and timely reporting.
Investigate and resolve servicing errors, perform corrections, and document outcomes to mitigate financial, regulatory, and reputational risk.
Respond to internal audit requests and regulatory inquiries related to loan servicing activity.
Screen loan documentation and servicing activity for compliance with internal policy and regulatory requirements.
Systems, Reporting & Technical Expertise
Perform servicing functions across multiple platforms including DNA, Encompass, Cenlar, Dealertrack-VITU, CUNA-Trustage, SWBC, Base2000 Visa, Activity Manager, E-Oscar, LoanPQ and reporting tools.
Generate and analyze operational reports related to insurance, titles, interest on escrow, payments, exceptions, and portfolio maintenance.
Utilize Knowledge Management (KM) articles and job aids to ensure consistency, accuracy, and regulatory compliance.
Process inbound and outbound communications including mail, secure messaging, and electronic vendor requests.
Member & Internal Support
Resolve complex member inquiries, complaints, and escalations regarding mortgages, documentation, and servicing discrepancies.
Collaborate across multiple departments to address servicing needs, ensure timely resolution, and support operational continuity.
Participate in workflow rotations, call coverage, and cross-training to maintain uninterrupted Loan Servicing operations.

Benefits

Opportunities for Growth
At AEFCU, your growth matters. We invest in your development with opportunities like individual development plans, educational reimbursement, job shadowing across departments, and hands-on leadership practice through specialized trainings. Whether you’re building new skills or exploring new paths, you’ll be supported every step of the way, because when you grow, we all rise together.

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