Loan Servicing Rep III

AmeriCU Credit Union; New York (NY); On-site; USD 36,000 - 44,000; Full time

Benefits offered by this job

Medical, Dental, Vision

HSA contributions

Paid holidays

401(k) matching

Tuition reimbursement

Life Insurance

Disability coverage

Job summary

AmeriCU Credit Union in Rome, NY is seeking a Loan Servicing Rep III to ensure servicing activities are completed accurately, timely, and in accordance with policies and regulations. You will act as a senior technical resource to the Loan Servicing Team, branches, and internal partners.

The role covers advanced servicing, real estate & collateral administration, QA controls, training, vendor coordination, and process improvement.

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 escalated 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.

Job description

Loan Servicing Rep III

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.

In this role, you serve as a senior technical resource to the Loan Servicing Team, our branches and internal partners, as well as our members and third-party providers.

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 escalated 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

We're committed to your growth and well-being. AmeriCU provides a supportive environment with opportunities for advancement and a comprehensive benefits package, including:

• 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.

Get to know us more by clicking on the links below. See why YOU should choose AmeriCU!

https://www.americu.org/in-our-community/
https://www.americu.org/why-americu/