Loan Servicing Rep III

AmeriCU Credit Union; City of Rome (NY); On-site; USD 36,000 - 44,000; Full time

Benefits offered by this job

Medical coverage

Dental coverage

Vision coverage

HSA contributions

Paid holidays

Paid time off

401(k) matching

Tuition reimbursement

Life insurance

Short-term disability

Employee assistance program

Job summary

AmeriCU Credit Union in Rome, NY seeks a Loan Servicing Rep III to ensure servicing activities are accurate, timely, and compliant with policies, procedures, document-retention requirements, and applicable regulations. This full-time, non-exempt position offers opportunities to work across mortgage, collateral, and servicing systems.

You will research complex loan discrepancies, handle escalated inquiries, support project initiatives, and collaborate with sub-servicers and attorneys to improve

Qualifications

• Experience in loan servicing or related financial operations.
• Demonstrated ability to resolve complex discrepancies.
• Ability to research across systems and coordinate with partners.

Responsibilities

• Independently research and resolve complex loan servicing discrepancies involving payments, payoffs, titles, liens, claims, account histories, documentation, and system records.
• Handle escalated Salesforce cases and member or internal-partner inquiries that require advanced servicing knowledge, cross-system research, or coordination with multiple areas.
• Provide accurate, timely, and professional updates, document findings and actions, and elevate material risk, unresolved exceptions, or recurring issues to servicing leadership.
• Provide coverage for specialized servicing functions and assist with high-priority backlogs or outages as assigned.
• Prepare and process mortgage and home-equity lien discharges and support subordinations, sublets of property, CEMAs, research requests, and county recording activities when applicable.
• Review paid-loan activity to confirm principal, interest, and fees have been satisfied; support file release, retention, destruction, and vault controls.
• Research title, lien-perfection, collateral, insurance, debt-protection, payoff, and claim matters; coordinate correction of documentation or system exceptions.
• Perform peer or second-level reviews of complex servicing transactions, documentation, case notes, and exception resolution for completeness and accuracy.
• Monitor assigned exception inventories, aged cases, outstanding documents, and follow-up items; drive items to resolution within established expectations.
• Serve as a subject-matter resource for Loan Servicing Representatives and internal partners on established servicing procedures and system use.
• Work with sub-servicers, title providers, insurers, debt-protection providers, attorneys, counties, and other servicing partners to resolve assigned complex requests.
• Support servicing projects, system changes, workflow enhancements, data clean-up efforts, and user acceptance testing.
• Use servicing data and case trends to identify opportunities to reduce manual work, improve handoffs, strengthen controls, and improve the member experience.

Skills

loan servicing

complex research

case management

cross-system coordination

Tools

Salesforce

Job description

Location: Rome, NY
Compensation: $25.78/hour to $32.22/hour (actual rate will depend on experience)
Position Type: Full Time, Non-exempt

The Opportunity - Loan Servicing Rep III

AmeriCU Credit Union is looking for an experienced and motivated Loan Servicing Rep III to help ensure servicing activities are completed accurately, timely, professionally, and in accordance with established policies, procedures, document-retention requirements, and applicable regulations.

Some of What You’ll Do as a Loan Servicing Rep III

Advanced Servicing & Escalation

• Independently research and resolve complex loan servicing discrepancies involving payments, payoffs, titles, liens, claims, account histories, documentation, and system records.
• Handle escalated Salesforce cases and member or internal-partner inquiries that require advanced servicing knowledge, cross-system research, or coordination with multiple areas.
• Provide accurate, timely, and professional updates, document findings and actions, and elevate material risk, unresolved exceptions, or recurring issues to servicing leadership.
• Provide coverage for specialized servicing functions and assist with high-priority backlogs or outages as assigned.

Real Estate, Collateral & Document Administration

• Prepare and process mortgage and home-equity lien discharges and support subordinations, sublets of property, CEMAs, research requests, and county recording activities when applicable.
• Review paid-loan activity to confirm principal, interest, and fees have been satisfied; support file release, retention, destruction, and vault controls.
• Research title, lien-perfection, collateral, insurance, debt-protection, payoff, and claim matters; coordinate correction of documentation or system exceptions.

Quality Assurance & Servicing Controls

• Perform peer or second-level reviews of complex servicing transactions, documentation, case notes, and exception resolution for completeness and accuracy.
• Monitor assigned exception inventories, aged cases, outstanding documents, and follow-up items; drive items to resolution within established expectations.

Technical Support, Training & Knowledge Management

• Serve as a subject-matter resource for Loan Servicing Representatives and internal partners on established servicing procedures and system use.

Vendor & Cross-Functional Coordination

• Work with sub-servicers, title providers, insurers, debt-protection providers, attorneys, counties, and other servicing partners to resolve assigned complex requests.

Projects, Systems & Process Improvement

• Support servicing projects, system changes, workflow enhancements, data clean-up efforts, and user acceptance testing.
• Use servicing data and case trends to identify opportunities to reduce manual work, improve handoffs, strengthen controls, and improve the member experience.

Who We Are

AmeriCU is a not-for-profit credit union headquartered in Rome, NY, with over $2.7 billion in assets and a membership of more than 170,000 across Central New York, the United States, and beyond. For 75 years, we've remained committed to our members, employees, and communities. In 2025, we were proudly named one of the Best Companies to Work for in New York State and ranked #27 by American Banker among the top credit unions to work for nationwide.

What We Offer

• Competitive Medical, Dental, and Vision plans
• Generous HSA contributions with High Deductible Health Plans
• Paid Holidays and Paid Time Off
• Employee Appreciation Events
• 401(k) Matching after 1 year
• Employee Assistance Program
• Tuition Reimbursement for Full-Time employees after 1 year
• Free Life & AD&D Insurance for Full-Time employees
• Enhanced Short-Term Disability coverage at no cost to you

Come Grow With Us!

Whether you're just starting your career or looking to take the next step, AmeriCU offers a place where you can thrive, make a difference, and be part of a team that values service, community, and excellence.