Senior Loan Servicing Specialist - Complex Disputes

AmeriCU Credit Union; New York (NY); On-site; USD 36,000 - 44,000; Full time

Benefits offered by this job

Medical, Dental, Vision

HSA contributions

Paid holidays

401(k) matching

Tuition reimbursement

Life Insurance

Disability coverage

Job summary

AmeriCU Credit Union in Rome, NY is seeking a Loan Servicing Rep III to ensure servicing activities are completed accurately, timely, and in accordance with policies and regulations. You will act as a senior technical resource to the Loan Servicing Team, branches, and internal partners.

The role covers advanced servicing, real estate & collateral administration, QA controls, training, vendor coordination, and process improvement.

Responsibilities

• Independently research and resolve complex loan servicing discrepancies involving payments, payoffs, titles, liens, claims, account histories, documentation, and system records.
• Handle escalated Salesforce cases and member or internal-partner inquiries that require advanced servicing knowledge, cross-system research, or coordination with multiple areas.
• Provide accurate, timely, and professional updates, document findings and actions, and escalated material risk, unresolved exceptions, or recurring issues to servicing leadership.
• Provide coverage for specialized servicing functions and assist with high-priority backlogs or outages as assigned.
• Prepare and process mortgage and home-equity lien discharges and support subordinations, sublets of property, CEMAs, research requests, and county recording activities when applicable.
• Review paid-loan activity to confirm principal, interest, and fees have been satisfied; support file release, retention, destruction, and vault controls.
• Research title, lien-perfection, collateral, insurance, debt-protection, payoff, and claim matters; coordinate correction of documentation or system exceptions.
• Perform peer or second-level reviews of complex servicing transactions, documentation, case notes, and exception resolution for completeness and accuracy.
• Monitor assigned exception inventories, aged cases, outstanding documents, and follow-up items; drive items to resolution within established expectations.
• Serve as a subject-matter resource for Loan Servicing Representatives and internal partners on established servicing procedures and system use.
• Work with sub-servicers, title providers, insurers, debt-protection providers, attorneys, counties, and other servicing partners to resolve assigned complex requests.
• Support servicing projects, system changes, workflow enhancements, data clean-up efforts, and user acceptance testing.
• Use servicing data and case trends to identify opportunities to reduce manual work, improve handoffs, strengthen controls, and improve the member experience.

Job description

AmeriCU Credit Union in Rome, NY is seeking a Loan Servicing Rep III to ensure servicing activities are completed accurately, timely, and in accordance with policies and regulations. You will act as a senior technical resource to the Loan Servicing Team, branches, and internal partners.

The role covers advanced servicing, real estate & collateral administration, QA controls, training, vendor coordination, and process improvement.