Loan Servicing Representative I

American Heritage Federal Credit Union; Philadelphia (Philadelphia County); On-site; USD 42,000 - 54,000; Full time

Job summary

American Heritage Credit Union is seeking a Loan Servicing Representative to handle all member loan calls and assist with the loan application process. You will input applications, verify income and documents, and work to close loans while maintaining a high standard of member service.

The role requires 1–3 years of loan processing experience, basic knowledge of Symitar, Meridian Link, and DocuSign, and flexibility for rotating evenings and Saturdays.

Qualifications

• 1–3 years of experience in loan processing.
• Requires education equivalent to a four-year high school education.
• Must be available for rotating evening and Saturday hours.
• Professional, well-developed interpersonal skills essential for servicing members and staff.

Responsibilities

• Handle inbound and outbound loan center calls and assist members through the loan application process.
• Input loan applications received by phone, fax, or email and verify information.
• Review loan terms, prepare and send documents, and fund loans.
• Cross-sell additional loan products and services.

Skills

Loan processing

Customer service

Interpersonal skills

Sales mindset

Education

High school diploma or equivalent

Tools

Symitar

Meridian Link

DocuSign

Microsoft Word

Microsoft Excel

Job description

American Heritage Credit Union, a $5+ billion credit union, has an immediate opening for a Loan Servicing Representative! This position is responsible for all member loan calls via the loan center phone queue and assisting members throughout the loan application process by offering loan products that best fit their individual needs. Perform all aspects of the loan application process for various types of loans.

Responsibilities

• Responsible for lending sales through both inbound and outbound phone center.
  • Inbound Responsibilities include the following:
    • Maintain the established goal for abandonment rate.
    • Answer all member loan questions and advise regarding product availability.
    • Input loan applications received through phone, fax, email, etc.
    • Contact members regarding loan application decisions and communicate stipulations.
    • Verify income and update applications with required supporting documentation.
    • Work all online loan application queues in our loan origination system.
    • Respond to all member emails, web messages, calls, etc. in a timely manner.
    • Follow up on all loan applications within 24 hours of submission.
    • Verify all loan application information for accuracy.
    • Review loan terms and setup closings.
    • Prepare and send loan documents to members via Branch, DocuSign or mail.
    • Process and fund loans.
  • Outbound Responsibilities include the following:
    • Contact members to offer additional loan products and services.
    • Contact new members to review loan terms and offer additional products.
    • Follow up on pending applications (approved but not funded).
  • Perform merchant/online loan processing responsibilities including:
    • Review and verify merchant/member loan packages for completeness and accuracy.
    • Contact merchants/members for missing or incomplete documentation.
    • Verify merchant/online loan contracts with members and cross-sell additional loan products.
    • Complete the account opening process and initial member deposit if applicable.
    • Process and fund merchant/online loans.
• Meet the established goals for all areas of sales.
• Track sales and cross-sales daily.
• Log all work in bags for Quality Control daily.
• Follow through with Quality Control items.
• Provide members with loan information, such as payment and MRC projections, via telephone.
• Cancel pending loans after expiration (30 days).
• Review credit reports for up-sells and cross-sells (Loan Check-up).
• Perform assigned responsibilities according to established department standards with minimum errors.

Qualifications

• At least one to three years of experience in loan processing.
• Requires education equivalent to a four-year high school education.
• Must be available for rotating evening and Saturday hours.
• Professional, well-developed interpersonal skills essential for servicing members and staff while projecting a positive image as representative of the Credit Union.
• Work requires a knowledge of the credit union's consumer loan products and services, policies, and procedures.
• Work requires knowledge of consumer loan processing and basic knowledge of all local, state, and federal lending regulations and guidelines.
• Requires judgment to solve day-to-day problems and provide need-based solutions, but usually within established guidelines.
• Work requires basic knowledge of Symitar, Meridian Link, Docusign, Word and Excel.

Hours

• Monday - Thursday: 9:00 a.m. - 6:00p.m
• Friday - 10:00 a.m. - 7:00 p.m.
• Alternating Saturdays 9a.m. - 3p.m.
• Hours are subject to change at any time at the discretion of management based on the needs of the Credit Union.

Our commitment to your success is enhanced by our competitive rate commensurate with experience and an extensive benefits package including paid time off, health benefits, 401(k) with a generous escalating company match, and future growth opportunities within the company. We work to maintain the best possible professional and environmentally friendly atmosphere for our employees.