Loan Servicing Representative

ADP, Inc.; Marlborough (MA); Hybrid; USD 42,000 - 56,000; Full time

Job summary

St. Mary's Credit Union in Marlborough, MA is hiring a Loan Servicing Representative to support loan operations and member relationships in a hybrid work setting.

The role handles mortgage and consumer loan payments, escrow accounts, insurance reviews, lien processing, and reporting, while delivering excellent customer service and accurate recordkeeping. You will collaborate with other departments, participate in audits, and train new team members, with opportunities for professional development

Qualifications

• High school diploma or GED required.
• Minimum 2 years of customer service experience, preferably in a financial institution.
• Excellent verbal and written communication skills.
• Able to maintain high attention to detail and multitask effectively.

Responsibilities

• Provide customer service and respond to member inquiries regarding loan accounts.
• Process loan payments and record in the system.
• Review escrow accounts, mortgage insurance, and lien documentation.
• Coordinate with other departments to resolve loan servicing issues.
• Assist in the audit process and maintain accurate records.

Skills

Customer service

MS Office

Verbal/written communication

Detail-oriented

Multitasking

Education

High School diploma or GED

Tools

Microsoft Office

Job description

St. Mary's Credit Union is currently hiring a Loan Servicing Representative role. T his is a hybrid position based at our main office in Marlborough, MA.

I f you are looking to join a great place to work that is growing, progressive, offers development opportunities, has an awesome team, and outstanding benefits, we want to hear from you.

Job Summary

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.
• Performs tasks relative to mortgage lending escrow accounts, including Real Estate taxes.
• 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
• 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.

Note: Applicants must be currently authorized to work in the United States. This position does not include employer immigration sponsorship.