Loan Servicing Representative II

GreyMatter IT; Lowell (MA); Hybrid; USD 30,000 - 37,000; Full time

Job summary

Align Credit Union is seeking a Loan Servicing Representative II in Lowell, MA, a hybrid role requiring 1–2 days on site weekly. You will support a broad range of consumer and real estate loan servicing tasks, including credit card portfolio servicing and automobile titles, while collaborating with the Loan Servicing III and AVP to ensure accurate, timely processing in line with policies and regulations.

The position emphasizes leadership, ownership, and problem-solving as a senior member of the

Responsibilities

• Credit Card Portfolio Servicing: serve as a primary Loan Servicing resource for the credit card portfolio, including account servicing, payment and transaction research, maintenance, disputes or inquiries, reporting, documentation, and coordination with vendors and internal departments.
• Automobile Titles & collateral administration: lead administration, tracking, maintenance, and release of automobile titles and related collateral documentation; research title exceptions, liens, missing documentation, and discrepancies with members, dealers, state agencies, vendors, and internal departments to ensure lien position is documented and released when applicable.
• Advanced Loan Servicing: perform complex servicing and maintenance of consumer, residential real estate, home equity, and other loan products including payment research, payoffs, account maintenance, loan modifications, lien releases, and servicing exceptions.
• Escrow, Insurance & Real Estate Servicing: backup for escrow and real estate servicing functions including tax and insurance disbursements, escrow administration, flood and hazard insurance tracking, force-placed insurance activity, escrow analysis, and related account research.
• Loan Funding & Servicing Support: maintain proficiency in loan funding and provide backup for consumer, mortgage, home equity, and other loan funding activities; ensure documentation, system information, disbursements, and servicing setup are complete and accurate.
• Member & Department Support: research and resolve complex member and internal inquiries involving loan payments, titles, credit cards, payoffs, collateral, insurance, escrow, and other servicing matters; collaborate with Lending, Collections, Accounting, Retail, and other departments to resolve issues and provide a consistent member experience.
• LSR III Backup & Cross-Training: provide backup support for the Loan Servicing Representative III; assist with workflow, review servicing activity, escalated issues, reporting, and operations during absences; does not confer supervisory authority.
• Quality Control, Research & Exception Management: review reports, servicing exceptions, documentation, account discrepancies; research root causes and corrections; escalate issues as needed.
• Team Support, Training & Process Improvement: guide Loan Servicing Representatives and assist with cross-training; identify opportunities to improve servicing processes and controls; work with the Loan Servicing Representative III on implementation.
• Compliance, Reporting & Special Projects: ensure servicing activities comply with policies, controls, investor requirements, and regulations; assist with audits, examinations, reporting, system initiatives, portfolio reviews, and special projects.

Job description

The Loan Servicing Representative II is an experienced loan servicing professional responsible for performing and supporting a broad range of consumer and real estate loan servicing functions. This position has primary responsibility for assigned areas of the Credit Union's automobile title administration and credit card portfolio servicing and performs more complex servicing activities requiring greater knowledge, independent judgment, research, and problem-solving.

The Loan Servicing Representative II works closely with the Loan Servicing Representative III and AVP Loan Servicing to ensure daily servicing activities are completed accurately, timely, and in accordance with Credit Union policies, procedures, investor requirements, and applicable regulations. The position serves as a senior resource to the Loan Servicing team and other departments for servicing-related questions and issues. The position is expected to be cross-trained on the responsibilities of the Loan Servicing Representative III to provide operational backup and continuity when needed. While this position does not have direct supervisory responsibility, it is expected to demonstrate leadership, ownership, sound judgment, and the ability to assist and guide less experienced team members

The Loan Servicing Representative II works closely with the Loan Servicing Representative III and AVP Loan Servicing to ensure daily servicing activities are completed accurately, timely, and in accordance with Credit Union policies, procedures, investor requirements, and applicable regulations. The position serves as a senior resource to the Loan Servicing team and other departments for servicing-related questions and issues. The position is expected to be cross-trained on the responsibilities of the Loan Servicing Representative III to provide operational backup and continuity when needed. While this position does not have direct supervisory responsibility, it is expected to demonstrate leadership, ownership, sound judgment, and the ability to assist and guide less experienced team members

Essential Functions & Responsibilities:

Credit Card Portfolio Servicing: Serve as a primary Loan Servicing resource for the Credit Union's credit card portfolio, including account servicing, payment and transaction research, maintenance, disputes or inquiries, reporting, documentation, and coordination with applicable vendors and internal departments. Research and resolve more complex credit card servicing issues and accelerate significant concerns as appropriate.

Automobile Titles & Collateral Administration: Take a lead role in the administration, tracking, maintenance, and release of automobile titles and related collateral documentation. Research title exceptions, liens, missing documentation, and other discrepancies and work with members, dealers, state agencies, vendors, and internal departments to ensure the Credit Union's lien position is appropriately documented and released when applicable.

Advanced Loan Servicing: Perform more complex servicing and maintenance of consumer, residential real estate, home equity, and other loan products, including payment research and corrections, payoffs, account maintenance, loan modifications or adjustments within assigned authority, paid-loan processing, lien releases, and resolution of servicing exceptions.

Escrow, Insurance & Real Estate Servicing: Perform and provide backup for assigned escrow and real estate servicing functions, including tax and insurance disbursements, escrow administration, flood and hazard insurance tracking, force-placed insurance activity, annual escrow analysis, and related account research.

Loan Funding & Servicing Support: Maintain proficiency in loan funding and provide backup for consumer, mortgage, home equity, and other loan funding activities. Ensure documentation, system information, disbursements, and servicing setup are complete and accurate and assist with complex funding or post-closing issues as necessary.

Member & Department Support: Research and resolve more complex member and internal inquiries involving loan payments, titles, credit cards, payoffs, collateral, insurance, escrow, and other servicing matters. Work collaboratively with Lending, Collections, Accounting, Retail, the Contact Center, and other departments to resolve issues and provide a consistent member experience.

LSR III Backup & Cross-Training: Maintain sufficient knowledge and cross-training to provide backup support for the Loan Servicing Representative III. Assist with daily workflow coordination, review of servicing activity, escalated issues, departmental reporting, operational functions, and other assigned responsibilities during absences or as business needs require. This position does not assume formal supervisory authority unless specifically delegated by management.

Quality Control, Research & Exception Management: Review assigned reports, servicing exceptions, outstanding documentation, account discrepancies, and other servicing activity. Research root causes, complete appropriate corrections and follow-up, and identify recurring issues or potential process and control concerns for escalation to the Loan Servicing Representative III and AVP Loan Servicing.

Team Support, Training & Process Improvement: Serve as a knowledgeable resource to Loan Servicing Representative I and other employees by providing guidance on established servicing procedures and assisting with cross-training. Identify opportunities to improve servicing processes, documentation, controls, efficiency, and member service and work closely with the Loan Servicing Representative III on implementation.

Compliance, Reporting & Special Projects: Ensure assigned servicing activities comply with Credit Union policies, procedures, internal controls, investor requirements, and applicable regulations. Assist with audits, examinations, reporting, system initiatives, portfolio reviews, special projects, and other departmental responsibilities as assigned by the Loan Servicing Representative III or AVP Loan Servicing. Other job-related duties, as assigned.

At Align Credit Union, we believe in pay transparency and are committed to providing our employees and candidates with access to information about our compensation practices. The expected base pay rate offered for this role is $22.00 - $27.00 per hour. Compensation may vary based on relevant experience, skills, competencies, and certifications.

This is a hybrid position and required one to two days per week on site in Lowell, MA.

Role:

The Loan Servicing Representative II is an experienced loan servicing professional responsible for performing and supporting a broad range of consumer and real estate loan servicing functions. This position has primary responsibility for assigned areas of the Credit Union's automobile title administration and credit card portfolio servicing and performs more complex servicing activities requiring greater knowledge, independent judgment, research, and problem-solving.

The Loan Servicing Representative II works closely with the Loan Servicing Representative III and AVP Loan Servicing to ensure daily servicing activities are completed accurately, timely, and in accordance with Credit Union policies, procedures, investor requirements, and applicable regulations. The position serves as a senior resource to the Loan Servicing team and other departments for servicing-related questions and issues. The position is expected to be cross-trained on the responsibilities of the Loan Servicing Representative III to provide operational backup and continuity when needed. While this position does not have direct supervisory responsibility, it is expected to demonstrate leadership, ownership, sound judgment, and the ability to assist and guide less experienced team members

Essential Functions & Responsibilities:

Credit Card Portfolio Servicing: Serve as a primary Loan Servicing resource for the Credit Union's credit card portfolio, including account servicing, payment and transaction research, maintenance, disputes or inquiries, reporting, documentation, and coordination with applicable vendors and internal departments. Research and resolve more complex credit card servicing issues and accelerate significant concerns as appropriate.

Automobile Titles & Collateral Administration: Take a lead role in the administration, tracking, maintenance, and release of automobile titles and related collateral documentation. Research title exceptions, liens, missing documentation, and other discrepancies and work with members, dealers, state agencies, vendors, and internal departments to ensure the Credit Union's lien position is appropriately documented and released when applicable.

Advanced Loan Servicing: Perform more complex servicing and maintenance of consumer, residential real estate, home equity, and other loan products, including payment research and corrections, payoffs, account maintenance, loan modifications or adjustments within assigned authority, paid-loan processing, lien releases, and resolution of servicing exceptions.

Escrow, Insurance & Real Estate Servicing: Perform and provide backup for assigned escrow and real estate servicing functions, including tax and insurance disbursements, escrow administration, flood and hazard insurance tracking, force-placed insurance activity, annual escrow analysis, and related account research.

Loan Funding & Servicing Support: Maintain proficiency in loan funding and provide backup for consumer, mortgage, home equity, and other loan funding activities. Ensure documentation, system information, disbursements, and servicing setup are complete and accurate and assist with complex funding or post-closing issues as necessary.

Member & Department Support: Research and resolve more complex member and internal inquiries involving loan payments, titles, credit cards, payoffs, collateral, insurance, escrow, and other servicing matters. Work collaboratively with Lending, Collections, Accounting, Retail, the Contact Center, and other departments to resolve issues and provide a consistent member experience.

LSR III Backup & Cross-Training: Maintain sufficient knowledge and cross-training to provide backup support for the Loan Servicing Representative III. Assist with daily workflow coordination, review of servicing activity, escalated issues, departmental reporting, operational functions, and other assigned responsibilities during absences or as business needs require. This position does not assume formal supervisory authority unless specifically delegated by management.

Quality Control, Research & Exception Management: Review assigned reports, servicing exceptions, outstanding documentation, account discrepancies, and other servicing activity. Research root causes, complete appropriate corrections and follow-up, and identify recurring issues or potential process and control concerns for escalation to the Loan Servicing Representative III and AVP Loan Servicing.

Team Support, Training & Process Improvement: Serve as a knowledgeable resource to Loan Servicing Representative I and other employees by providing guidance on established servicing procedures and assisting with cross-training. Identify opportunities to improve servicing processes, documentation, controls, efficiency, and member service and work closely with the Loan Servicing Representative III on implementation.

Compliance, Reporting & Special Projects: Ensure assigned servicing activities comply with Credit Union policies, procedures, internal controls, investor requirements, and applicable regulations. Assist with audits, examinations, reporting, system initiatives, portfolio reviews, special projects, and other departmental responsibilities as assigned by the Loan Servicing Representative III or AVP Loan Servicing. Other job-related duties, as assigned.

At Align Credit Union, we believe in pay transparency and are committed to providing our employees and candidates with access to information about our compensation practices. The expected base pay rate offered for this role is $22.00 - $27.00 per hour. Compensation may vary based on relevant experience, skills, competencies, and certifications.

This is a hybrid position and required one to two days per week on site in Lowell, MA.

Monday-Friday 8:00AM-4:30PM
40 hours per week