Senior Loan Servicing Officer

Silver State Schools Credit Union•Las Vegas, NV

2d•Onsite

About The Position

The primary purpose of this position is to assist Silver State Schools Credit Union to live out its Mission, "Excellent Member Service and Financial Solutions - For Life," while "Placing People over Profit" and providing outstanding service to both members and internal members. Help loan servicing management develop a highly effective team of employees to their highest potential through mentoring and leadership. A key component of this service is to identify the financial needs of the member and recommend an appropriate credit union solution. To deliver service in alignment with our Service Commitments: I will earn respect and build trust by acting with integrity in every I will understand my role in supporting the team to achieve our I will focus on people over products and build lasting I will take ownership and accept I will treat my coworkers with the same high standards as I treat my I will continuously look for ways to improve myself, my credit union, and my I will accept there is no "they". We are one working toward the same I will commit to the core To help d evelop each employee to their highest potential by identifying their areas for improvement and appropriately coaching, training or correcting the employees' Recognize employees who perform at a high Hold employees accountable for their performance, attitude, and Exhibits confidence in self and others; Inspires and motivates others to perform Effectively influences actions and opinions of others. Meet with each employee monthly to review previous month's performance, set goals for upcoming month's performance, and develop plans to improve employee's Demonstrate enthusiastic support of corporate mission, core values and long-term Performs job duties within our bylaws, regulations, Board of Directors policies, established internal and external service standards and our work Develops new process and looks to continuously improve existing process to improve Train, mentor, and supervise branch Assign, direct, coordinate and review work performed by staff. Maintains a highly motivated, well-trained staff maintaining effective employee SUMMARY: The Senior Loan Servicing Officer assists the Loan Servicing Manager and Loan Servicing Assistant Manager with the management of the Credit Union's loan portfolio and the leadership of the Loan Servicing Team. ESSENTIAL DUTIES/RESPONSIBILITIES include, but are not limited to the following: New Employee onboarding, side by side and live training to ensure that all loan servicing tasks are taught in a way where the new hire can work independently. Liaison to the credit union's training department to assist in updating and developing material for loan servicing officers. Assists in supervising and leading a professional team of Loan Servicing Officers: assisting with questions, handling escalated phone calls from internal and external Members. Assisting Loan Servicing Management with the governing of the Credit Union's loan portfolio by spearheading routine and cyclical functions: 1st mortgages housed on the FICS platform: boarding new loans, quality control/quality audit checking, MSR mortgage payment exception processing, weekly mortgage homeowner's insurance disbursements, monthly statements, quarterly tax disbursements, annual escrow analyses, property tax vendor management audit reports, SID assessment & HOA premium file maintenance and disbarment, Recast mortgage, Forbearance review and application, Subordination process review and manage of 2nd lien position, Pay off prep, process and application, annual 1098A/1099A&C tax preparation, quality control, correction and audit reporting, Change of Analysis/ARM notices, Metro 2 review, manage, quality audit and report, PMI remittance and cancellation, Late notice review, prep vendor validation, automatic payment set up, review and cancelation. MBL: payment application, 1098 reporting, UCC filing and reporting, assessing, and correcting accurate information, facilitate servicing oversight, error resolution, information requests, statement oversight. Home Equity housed in Symitar: payment review and application, reversals, payoff request and application, recast of monthly payment when draw period expires, quality audit and loan expiration application, property insurance management, loan reconciliation and loan record file maintenance, deferment review and application, substitution of trustee/reconveyance. Negative Share housed in Symitar/Temenos: Deluxe Detect/Early Warning Check system review, file maintenance, quality audit, and reporting, boarding of fresh-start loans; Vehicle/Share Secured/Personal Loans housed on the Symitar platform: payment reversals, payoff processing, force-placed insurance processing, loan record file maintenance, deferment review, process and application, skip-a-payment processing. Credit Card housed on the Symitar platform: payment review and application, payment reversals, payoff requests, review and application, loan record and information maintenance, credit limit increase/decrease and payment exception system coding for accurate application type. Assign, assist and help oversee: Internal Refinance: Loan modification file maintenance in lieu of full refinance Ticket Task Assignment Phone monitoring - make certain of phone coverage, excess talk time and abandon rate is consistent with loan servicing expectation and process Charge Off: review, quality audit and process all loans scheduled for charge off per SSSCU Charge off Policy Member Identification Fraud Prep and Review MERS daily, weekly, and monthly quality audit reporting Mortgage and Consumer Loan Calculation Recast Loan Modification file maintenance>Real Estate and Consumer loans Loan Restructure file maintenance>Payment and Interest error corrections and reconciliation Managing FED pledged loans Real Estate Custodial Audit and Maintenance CUNA Debt Protection Maintenance and Claims Lenders Protection, Supplemental Claims, Total Loss, Gap & Warranty Claims processing Credit Reporting Disputes, Monitoring and Validation of debt Power BI Report Tracking 1st & 2nd Mortgage Retention/Destruction Management State National Automobile and Real Property Insurance Monitoring and Servicing Third Party Payment Application Sale of Collateral Payment Application SWBC GL Reconciliation Non-sufficient Funds Loan Payment Application Bankruptcy loans: Statements, Trustee payment application, credit bureau review and update Procedural content development and improvement Continuous improvement tracking/reporting for department error resolution Monitor and strive for department milestones and goals Works harmoniously with all levels of management to assist the Loan Servicing Management and the AVP of Loan Servicing and Credit Resolutions enhance overall team experience and lending process Tasks as assigned; supervision of the credit resolution department when needed. SUPERVISORY RESPONSIBILITIES: The Senior Loan Servicing Officer assists to supervise Loan Servicing employees in accordance with the Credit Union's human resources policies and applicable laws. Supervisory responsibilities include the following: training employees; planning, assigning, and directing work; addressing complaints and resolving problems; and ensuring harmony and optimal performance standards are maintained. PERFORMANCE STANDARDS: The Senior Loan Servicing Officer must ensure Loan Servicing functions are completed accurately, efficiently and in a timely manner; maintain professional appearance and behavior; communicate effectively and possess higher than average interpersonal skills; and display leadership attributes that foster increased productivity, efficiency, effectiveness, and morale of the team. QUALIFICATION REQUIREMENTS: This individual must be able to perform or quickly learn to perform essential job duties satisfactorily, while demonstrating a high level of skill in the following categories: communication, mathematics, reasoning, computers (as an end user), organization/time management and Member service. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. EDUCATION and/or EXPERIENCE: A high school diploma and 2-3 years' experience, working in a financial institution, primarily focused in the areas of Mortgage Loan Servicing and/or Member Service. ONLY FULLY COMPLETED APPLICATIONS WILL BE CONSIDERED SEE RESUME ON APPLICATIONS WILL NOT BE CONSIDERED SILVER STATE SCHOOLS CREDIT UNION IS AN EQUAL OPPORTUNITY EMPLOYER (EOE) DRUG-FREE WORKPLACE

Requirements

Ability to perform or quickly learn essential job duties satisfactorily.
High level of skill in communication.
High level of skill in mathematics.
High level of skill in reasoning.
High level of skill in computers (as an end user).
High level of skill in organization/time management.
High level of skill in Member service.
High school diploma.
2-3 years' experience working in a financial institution, primarily focused in the areas of Mortgage Loan Servicing and/or Member Service.

Responsibilities

Assist Loan Servicing Management with the management of the Credit Union's loan portfolio and the leadership of the Loan Servicing Team.
Onboard new employees, providing side-by-side and live training to ensure proficiency in loan servicing tasks.
Liaise with the credit union's training department to update and develop material for loan servicing officers.
Supervise and lead a team of Loan Servicing Officers, assisting with questions and handling escalated calls.
Govern the Credit Union's loan portfolio by spearheading routine and cyclical functions for various loan types (1st mortgages, MBL, Home Equity, Negative Share, Vehicle/Share Secured/Personal Loans, Credit Card).
Oversee internal refinances, including loan modification file maintenance.
Manage ticket task assignments.
Monitor phone coverage, talk time, and abandon rates to ensure they meet loan servicing expectations.
Review, quality audit, and process loans scheduled for charge-off.
Perform member identification fraud prep and review.
Conduct daily, weekly, and monthly quality audits for MERS.
Perform mortgage and consumer loan calculations.
Maintain loan modification file maintenance for real estate and consumer loans.
Maintain loan restructure files, including payment and interest error corrections and reconciliation.
Manage FED pledged loans.
Perform real estate custodial audit and maintenance.
Manage CUNA Debt Protection maintenance and claims.
Process Lenders Protection, Supplemental Claims, Total Loss, Gap & Warranty Claims.
Handle credit reporting disputes, monitoring, and validation of debt.
Track Power BI reports.
Manage 1st & 2nd mortgage retention/destruction.
Monitor and service State National Automobile and Real Property Insurance.
Process third-party payments.
Apply payments from the sale of collateral.
Perform SWBC GL reconciliation.
Process non-sufficient funds loan payments.
Manage bankruptcy loans, including statements, trustee payment application, and credit bureau review/update.
Develop and improve procedural content.
Track and report on continuous improvement for department error resolution.
Monitor and strive to achieve department milestones and goals.
Work harmoniously with all levels of management to assist Loan Servicing Management and the AVP of Loan Servicing and Credit Resolutions in enhancing the overall team experience and lending process.
Perform tasks as assigned, including supervision of the credit resolution department when needed.
Assist in supervising Loan Servicing employees, including training, planning, assigning work, addressing complaints, and resolving problems.
Ensure loan servicing functions are completed accurately, efficiently, and in a timely manner.
Maintain professional appearance and behavior.
Communicate effectively and possess higher than average interpersonal skills.
Display leadership attributes that foster increased productivity, efficiency, effectiveness, and morale of the team.