Loan Servicing Specialist

Service Federal Credit Union; Portsmouth (VA); Hybrid; USD 25,003 - 35,610; Full time

Job summary

Service Federal Credit Union in Portsmouth, NH is seeking a Loan Servicing Specialist to ensure compliant, member-centric handling of all loans. You will manage post-closing activities, data entry, and documentation while supporting SLA/KPIs and member channels like online banking and wires.

The role emphasizes collaboration, process improvement, and audits. A high school diploma is required with 1 year of related experience; hybrid work is supported and compensation starts at $22.00 per hour,

Qualifications

• Superior member service skills and professionalism.
• Experience with banking systems and related processes.
• Strong interpersonal, problem-solving, and analytical abilities; ability to work independently and in a team; clear verbal and written communication.
• Proficiency with Microsoft Excel, Outlook, Word, PowerPoint, and web-based applications.
• Willingness to work extended hours, including weekends; hybrid work environment.
• Ability to prioritize and organize work; travel as needed.

Responsibilities

• Maintain knowledge of strategic plan and policies; detect deficiencies and make recommendations accordingly.
• Member service: respond to and resolve member inquiries promptly; support escalated member needs; educate staff to deliver superior member service.
• Loan servicing: meet SLAs/KPIs; ensure accurate documentation; assist members with online banking, external payments, and wires.
• Complete residential loan fundings through transfers from applicable systems to the core, and oversee data entry and accurate transactions.
• Onboard new members and outreach; develop and implement additional member outreach programs.
• Collaborate on reporting; assist with delinquencies and loss mitigation actions.
• Support phone, Salesforce, and email queues; generate loan servicing letters as needed.
• Training and Documentation: update procedures; draft policies/procedures for loan servicing as needed.
• Reporting: contribute to monthly, quarterly, and year-end reporting; maintain audit-ready documentation.
• Compliance: ensure loan servicing activities comply with regulations and audits; implement modifications as required.
• Systems: understand core system; maintain confidentiality; provide professional support and collaboration.

Skills

Member service

Banking systems

Interpersonal skills

Problem solving

Communication

Hybrid work

Travel

Education

High school diploma

Tools

Excel

MS Office (Outlook/Word/PowerPoint)

Web apps

Job description

Overview

Location: Portsmouth, NH Corporate Headquarters. Compensation starts at $22.00, flexible based on experience. The Loan Servicing Specialist plays a strategic role in ensuring efficient, compliant, and member-centric delivery of key operational functions related to all loans held by SFCU. This role aligns departmental performance with organizational goals and fosters a culture of excellence, control, and continuous improvement. Members are the priority, and every role supports member solutions and the member experience.

Responsibilities

• Maintain knowledge and understanding of the credit union’s strategic plan and priorities, policies, product and service offerings, and departmental policies; detect deficiencies and make recommendations accordingly.
• Member Service: respond to and resolve member inquiries promptly; provide support for escalated member needs; educate staff to deliver superior member service.
• Loan Servicing: contribute to department SLA/KPIs; ensure loan servicing responsibilities are performed with proficiency and efficiency; maintain accurate documentation to protect the credit union’s ability to collect payments; analyze loan products for member understanding; assist members with online banking, external payments, and wires.
• Complete residential loan fundings through transfers from applicable systems to the core, and oversee data entry and accurate transactions.
• Maintain post-closing document tracking and complete member outreach; assist new members with onboarding; develop and implement additional member outreach programs in coordination with management.
• Collaborate with other departments on reporting for campaigns; assist with collection of delinquencies and recommend actions to management; participate in loss mitigation processes from mailing through core updates.
• Support phone, Salesforce, and email queues for loan servicing items; generate loan servicing letters as needed.
• Training and Documentation: review procedures to stay current with technology; draft and revise policies/procedures for loan servicing as needed.
• Reporting: contribute to monthly, quarterly, and year-end reporting; maintain audit-ready documentation and prepare materials as requested for audits.
• Compliance: ensure loan servicing activities comply with SFCU, CFPB, NCUA, state/federal regulations, and participate in audits; implement process modifications as required by audits.
• Systems and Projects: understand the core system, maintain confidentiality of policies and member information, and provide professional support and collaboration with peers and members. Understand the mission, vision, and goals relevant to the position and department.
• Attendance and Additional Duties: maintain regular and reliable attendance; perform other duties as assigned.

Required Knowledge and Skills

• Superior member service skills and professionalism.
• Experience with banking systems and technologies and their relation to business functions and processes.
• Strong interpersonal, problem-solving, and analytical abilities; ability to work independently and in a team; clear verbal and written communication.
• Proficiency with Excel, Microsoft Outlook, Word, PowerPoint, and various web-based applications.
• Willingness to work extended hours, including weekends, as responsibilities require; hybrid work environment flexibility.
• Ability to prioritize and organize work duties; travel as needed.

Education

High School diploma or equivalent required.

Experience

• Minimum 1 year of experience in a related field preferred; financial industry experience and customer service experience desired.