Hybrid Loan Servicing Specialist I

Align Credit Union; Lowell (MA); Hybrid; USD 28,000 - 33,000; Full time

Job summary

Align Credit Union is seeking a Loan Servicing Representative I in Lowell, MA to handle foundational loan funding and routine servicing for consumer, mortgage, and home equity loans. You will support online banking, assist members with questions, and collaborate with the wider Loan Servicing team to grow expertise and reliability.

The role emphasizes accurate processing, adherence to procedures, and developing knowledge of loan servicing across products, with opportunities to advance within the

Responsibilities

• Loan Funding: Perform funding of approved consumer, mortgage, home equity, and other assigned loans, ensuring required documentation, system information, disbursements, and funding instructions are complete and accurate prior to funding.
• Loan Servicing & Maintenance: Perform routine servicing and maintenance of consumer and real estate loans, including processing payments, account maintenance, research, corrections, and other servicing requests in accordance with established procedures and assigned authority.
• Paid Loan & Collateral Documentation: Process paid-loan documentation and assist with the preparation, tracking, and release of liens, automobile titles, mortgages, discharges, and other collateral documentation. Maintain accurate and organized servicing records.
• Daily Processing: Process assigned daily mail, loan payments, payoff-related activity, reports, documentation, and other routine servicing transactions accurately and within established deadlines. The existing Loan Servicing positions include daily payment processing and paid-loan documentation as core servicing responsibilities.
• Member Service & Loan Support: Respond to member inquiries regarding loan payments, balances, payment histories, payoff information, loan servicing processes, and other routine loan related questions. Research and resolve issues within assigned authority and appropriately upscale more complex matters to the Loan Servicing Representative II or III.
• Online & Digital Banking Support: Assist members with Online Banking and other Credit Union digital services, including routine access, navigation, transaction, and troubleshooting questions. Educate members on available self-service options and escalate technical or account-specific issues when necessary.
• Contact Center Support: Provide backup support to the Contact Center based on business needs, including answering member calls, assisting with routine account and transaction inquiries, processing requests within assigned authority, and directing or escalating matters to the appropriate department when necessary.
• Insurance, Titles & Servicing Support: Assist with assigned insurance, automobile title, escrow, lien, and other loan servicing functions. Review documentation and reports, perform appropriate follow-up, and maintain accurate records in accordance with established procedures. More complex escrow, flood insurance, investor, and secondary-market responsibilities will be handled at the higher Loan Servicing Representative levels.
• Departmental Support & Cross-Training: Develop working knowledge of the broader Loan Servicing function and cross-train on additional servicing responsibilities to provide departmental coverage as needed. Work collaboratively with Loan Servicing, Lending, Collections, Accounting, Retail, the Contact Center, and other departments to research and resolve member and servicing issues.
• Compliance, Accuracy & Professional Development: Complete assigned responsibilities accurately and timely while adhering to Credit Union policies, procedures, internal controls, investor requirements, and applicable federal and state regulations. Participate in required training and actively develop knowledge of loan servicing, Credit Union products and services, systems, and procedures in preparation for increased responsibilities. Other job-related duties, as assigned.

Job description

Align Credit Union is seeking a Loan Servicing Representative I in Lowell, MA to handle foundational loan funding and routine servicing for consumer, mortgage, and home equity loans. You will support online banking, assist members with questions, and collaborate with the wider Loan Servicing team to grow expertise and reliability.

The role emphasizes accurate processing, adherence to procedures, and developing knowledge of loan servicing across products, with opportunities to advance within the