Loan Servicing Representative

St. Mary's Credit Union; Marlborough (MA); On-site; USD 44,000 - 56,000; Full time

Job summary

St. Mary's Credit Union in Marlborough, MA is seeking a Loan Servicing Clerk to perform a variety of clerical and administrative duties in support of loan operations.

You will review and process mortgage, home equity and consumer loan activity, handle payments, escrows, liens, and provide responsive member service. A High School diploma, 2 years of customer service in finance, and proficiency with MS Office are required.

Qualifications

• High School diploma or GED required.
• Minimum 2 years of customer service experience, preferably in a financial institution.
• Working knowledge of MS software.
• Excellent verbal and written communication skills; attention to detail and multitasking ability.

Responsibilities

• Meet or exceed assigned service goals.
• Provide courteous, respectful service to members and collaborate with colleagues.
• Review and process mortgage-related paperwork and payments.
• Process mortgage, home equity and consumer loan payoffs and charge offs.
• Record loan payments accurately and timely.
• Coordinate with other departments to resolve loan servicing issues.
• Assist in audit processes and provide training to teammates.

Skills

Customer service

Verbal/written communication

Attention to detail

Multitasking

Education

High School diploma or GED

Tools

MS Office

Job description

Performs a variety of clerical and administrative duties in support of any loan servicing function in conformance with Credit Union policies and procedures. Acts as a liaison between the financial institution and its members to ensure smooth loan operations and foster positive relationships.

Essential Job Functions

• Responsible for meeting or exceeding assigned service goals.
• Contributes to a positive work environment and SMCU image by maintaining courteous, respectful and effective interaction, teamwork and communication with employees and members to enhance positive behaviors and employee satisfaction.
• Reviews and processes homeowner and private mortgage insurance.
• Processes mortgage, equity and consumer lending payoffs and charge offs.
• Discharges for auto title and mortgages
• Overseeing the processes related to establishing and releasing liens on collateral properties.
• Process and record loan payments accurately and timely.
• Provide customer service and respond to client inquiries regarding loan accounts.

• Performs tasks relative to mortgage lending escrow accounts, including Real Estate taxes.
• Maintain accurate and up-to-date records in the system including loan corrections.
• Monitor Auto and Home Insurance policies.
• Generate reports and remittances monthly to send to Vendors and service companies.
• Record mortgage filings.
• Assist in the preparation of loan modifications within the system.
• Perform Quality Control on loan files including consumer loans, mortgage loans, home equity lines and overdraft accounts.
• Serve as a resource and provide member service support to the retail branch and member solutions center in relation to member questions, concerns and research.
• Coordinate with other departments to resolve any loan servicing issues.
• Assist in the audit process.
• Provide training and support to other and new teams members within the Credit Union.
• Provides service to our membership communities by actively volunteering time to local civic and charitable organizations.
• Upload Real Estate loans onto the core system using a third-party interface.
• Process auto transfer request authorizations and correct any errors.
• Monitors and processes daily requests in the department email box, received faxes, SAM and contact management events to meet member service standards and same day turnaround times.
• Review daily reports for accuracy and errors.
• Develop procedures for all task related job functions.
• Archive loan documents within the appropriate systems.
• Respond to outside requests related to verifications, payoff requests and auto insurance total losses.
• Review and maintain auto lease accounts while working with auto leasing vendors on tasks given to the Credit Union.

Other Duties

• Attend staff, departmental, and other required meetings and trainings.
• Travel to client or prospect locations, conferences, or other professional development and networking events.
• Provides service to our membership communities by actively volunteering time to local civic and charitable organizations.
• Performs related administrative duties as may be assigned or requested.
• Other duties as assigned.

Qualifications, Experience, and Education

• High School diploma or GED.
• Minimum of 2 years of customer service experience preferably in a financial institution.
• Working knowledge of MS software.
• Excellent verbal/written communication skills are required.
• High level of attention to detail and the ability to multitask effectively are required.

Computer and Equipment Skills

• Ability to navigate at a basic level within web-based applications.
• Working knowledge of Microsoft applications which may include Outlook, Word, Excel, PowerPoint, Access and/or other web-based applications. May produce complex documents, perform analysis, and maintain databases.
• Use of online teleconferencing software (e.g., Zoom or Teams).

The competencies of adaptability, accountability, improvement and innovation, collaboration, communication, job knowledge, customer (internal and external) service, organizational awareness, and self-development are the knowledge, skills and abilities required for the position. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Usual office working conditions with absence of most disagreeable conditions and with occasional exposure to noise.

Physical Demands

While performing the duties of this position, the individual is required to use hands, handle and feel objects, tools or controls; reach with hands and arms; talk and hear. The individual frequently is required to stand, walk and sit. The individual is occasionally required to stoop, kneel, crouch or lift up to fifteen pounds. Specific vision abilities required include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the position.