Loan Servicing Specialist — Member-Focused & On-Site

Service Federal Credit Union; Portsmouth (VA); On-site; USD 30,000 - 33,000; Full time

Benefits offered by this job

Health benefits starting day one

PTO and paid holidays

401k with company contribution

Paid leave after 12 months

Talkspace mental health support

Identity theft protection

Tuition reimbursement

Training and career growth

Job summary

Service Credit Union is seeking a full-time, on-site Loan Servicing Specialist to ensure efficient, compliant, and member-centric delivery of loan servicing functions. You will support customer inquiries, educate staff, and help meet department KPIs while protecting assets.

The role requires strong communication, analytical skills, and the ability to work independently and in a team, with occasional extended hours and travel as needed.

Qualifications

• High School diploma or equivalent required.
• Minimum 1 year experience in a related field desired.
• Financial industry experience and customer service experience desired.
• Superior member service skills and professionalism.
• Experience with banking systems and technologies and their relationship to business functions, practices, and processes preferred.
• Strong interpersonal skills and ability to solicit participation and input from others, including the ability to establish strong rapport and credibility with business teams.
• Strong problem solving and analytical skills.
• Ability to work independently and in a team environment.
• Ability to communicate clearly and effectively verbally and in writing.
• Proficient with Excel, Microsoft Outlook, Word, Power point, and various web-based applications.
• Willingness to work extended hours, including weekends, as responsibilities required.
• Ability to prioritize and organize work duties.
• Valid driver's license with clean driving record
• Ability to travel to other work locations as required, if needed

Responsibilities

• Ensure member inquiries are responded to and resolved immediately whenever possible
• Provide support, as needed, for escalated member needs
• Support and educate staff to provide superior member service
• Regular and reliable attendance is an essential function of this position
• Perform other duties as assigned
• Contribute to department SLA/KPIs as they relate to SFCU’s overall strategic plan
• Accurate and executed documentation and retention of all necessary documentation to protect SFCU’s ability to collect payment
• Ability to analyze documentation for understanding of all loan products offered by SFCU
• Ability to assist members in utilizing SFCU’s products and services including online banking platform, external payments, and wires.
• Complete residential loan fundings through transfer from the applicable LOS to correspondent lender to core of any necessary data entry and completion of accurate transactions through the core
• Maintain accurate post-closing document tracking
• Complete member outreach
• Proactively aid all new members to assist with on boarding
• Work with management to develop and implement additional member outreach programs designed to educate borrowers/members on SFCU products and services
• Work with other departments on developing reporting for campaigns
• Assist with collection of REL delinquencies from 45 days delinquent to resolution or recommendation to management for additional collection efforts.
• Complete loss mitigation process from mailing through updating core
• Contribute to the department phone/Salesforce/email queues for all loan servicing related items
• Complete lien release process
• Process system maintenance loans
• Monitor reports related to servicing related items
• Generate letters related to loan servicing as needed
• Training and Documentation: Consistently review procedures and business practices to keep current with technological advances
• Recommend and draft new and revised policies/procedures for loan servicing responsibilities as needed

Tools

Excel

Microsoft Outlook

Word

PowerPoint

Salesforce

Job description

Service Credit Union is seeking a full-time, on-site Loan Servicing Specialist to ensure efficient, compliant, and member-centric delivery of loan servicing functions. You will support customer inquiries, educate staff, and help meet department KPIs while protecting assets.

The role requires strong communication, analytical skills, and the ability to work independently and in a team, with occasional extended hours and travel as needed.