Loan Servicing Representative II, Align Credit Union, Lowell, MA

Cooperative Credit Union Association; Lowell (MA); Hybrid; USD 30,000 - 37,000; Full time

Job summary

Align Credit Union seeks a Loan Servicing professional to manage credit card portfolio servicing, titles and collateral administration, and advanced loan servicing tasks in a hybrid Lowell, MA environment. This role emphasizes research, cross-department collaboration, and adherence to policies, with base pay of $22.00-$27.00 per hour.

Typical schedule Monday–Friday, 8:00 AM–4:30 PM, with 1–2 on-site days. Three to five years of financial institution experience and a high school diploma or GED

Qualifications

• Three to five years of financial institution lending or loan servicing experience.
• Experience with automobile titles, collateral, or escrow servicing preferred.
• High school education or GED.
• Additional banking, finance, or related training preferred.

Responsibilities

• Serve as primary Loan Servicing resource for credit card portfolio.
• Lead administration of automobile titles and collateral documentation.
• Perform advanced servicing for consumer, real estate, and home equity loans.
• Support escrow, insurance, and real estate servicing tasks.
• Back up loan funding and post-closing support.
• Provide member and department support and issue resolution.
• Assist with compliance, reporting, and special projects.
• Cross-train and assist with workflow coordination.
• Maintain quality control and research servicing discrepancies.
• Suggest process improvements and document servicing procedures.

Skills

Loan servicing

Credit cards

Escrow handling

Titles administration

Customer support

Education

High school diploma or GED

Job description

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 elevate 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

Requirements/Skills Needed

• Three years to five years of financial institution, lending, loan servicing, credit card servicing, or related experience preferred.
• Experience with automobile titles, consumer lending, real estate loan servicing, credit cards, collateral administration, or escrow servicing strongly preferred.
• A high school education or GED.
• Additional education, specialized training, or certifications in banking, lending, finance, business, or a related area preferred.