Senior Loan Servicing Officer

Job Description

Job Description

Senior Loan Servicing Officer
40 Hours (Full Time)
Monday - Friday (8am - 5pm)
*Saturdays as needed

Headquarters
630 Trade Center Drive
Las Vegas, NV 89119

PURPOSE:
The primary purpose of this position is to assist Silver State Schools Credit Union to live out its Mission, "Excellent Member Service and Financial Solutions – For Life," while "Placing People over Profit and providing outstanding service to both members and internal members.

• To deliver service in alignment with our Service Commitments:
• I will earn respect and build trust by acting with integrity in every situation.
• I will understand my role in supporting the team to achieve our purpose.
• I will focus on people over products and build lasting relationships.
• I will take ownership and accept responsibility.
• I will treat my coworkers with the same high standards as I treat my member.
• I will continuously look for ways to improve myself, my credit union, and my community.
• I will accept there is no "they". We are one working toward the same mission.
• I will commit to the core values.
• Meet, improve, and surpass all established service goals.

SUMMARY:
The Senior Loan Servicing Officer is responsible for the oversight and integrity of loan servicing operations across residential mortgage, home equity, and consumer loan portfolios. This role ensures the accuracy, timeliness, and regulatory compliance of all servicing activities while supporting departmental leadership, workflow management, and strategic process improvement.

The Senior Loan Servicing Officer serves as the primary subject matter expert, leads quality control and audit readiness efforts, and mitigates operational, financial, and compliance risk. This position may function in a leadership capacity in the absence of management and is responsible for guiding staff performance and maintaining servicing standards.

ESSENTIAL DUTIES/RESPONSIBILITIES include but not limited to the following. Other duties may be assigned.

Oversight & Leadership

• Oversee daily loan servicing operations to ensure timely, accurate, and compliant processing across all loan types.
• Review and approve complex servicing transactions, adjustments, and exception items.
• Monitor workflow, production, and service levels to ensure departmental performance standards are met.
• Provide direction, training, and mentorship to Loan Servicing staff.
• Assist management with performance feedback, coaching, and workflow distribution.

Real Estate Loan Servicing

1st Mortgages (FICS Platform)

Independently administer full-cycle residential mortgage servicing functions, including:

• Oversee escrow analysis, tax reporting, and insurance processes to ensure compliance and accuracy.
• Review and approve complex transactions including subordinations, recasts, and forbearance activity.
• Ensure accuracy and integrity of credit reporting (Metro 2) and resolution of escalated disputes Board and validate new mortgage loans with quality control review to ensure data integrity and compliance.
• Independently evaluate and resolve MSR and ACH payment exceptions.
• Administer homeowner's insurance disbursements ensuring continuous collateral protection compliance.
• Generate and review monthly mortgage statements and late notices for accuracy.
• Conduct annual escrow analysis, evaluate shortages/surpluses, and implement payment adjustments.
• Oversee property tax reporting and vendor activity, ensuring accuracy and audit readiness.
• Maintain SID assessments and HOA premium administration.
• Evaluate and execute mortgage recasts and approved forbearance maintenance.
• Review and manage subordination requests for second lien positions to protect collateral interests.
• Prepare and validate mortgage payoff calculations.
• Review, audit, and validate Metro 2 credit reporting to ensure FCRA compliance and data accuracy.
• Administer ACH/automatic payment setup and maintenance with appropriate controls.
• Manage force-placed insurance processes to ensure continuous collateral coverage.
• Execute reconveyances and lien releases in accordance with regulatory and legal requirements.
• Process and reconcile loan payments and GL transactions across multiple sources ensuring accuracy and audit integrity.
• Research and resolve payment discrepancies, exceptions, and member inquiries.
• Independently evaluate and resolve complex servicing exceptions including escrow discrepancies, misapplied payments, and insurance issues
• Review and validate loan boarding, escrow analysis, and servicing transactions completed by Tier I & II staff.
• Analyze and resolve complex payoff, subordination, and forbearance scenarios.
• Assist with audit requests, documentation validation, and examiner inquiries.

Home Equity (Symitar Platform)

• Evaluate and apply payments in accordance with loan agreements and servicing requirements.
• Process and validate payment reversals and payoff requests.
• Perform recast calculations upon draw period expiration.
• Monitor and enforce insurance coverage requirements to mitigate collateral risk.
• Reconcile loan balances and maintain accurate servicing documentation.
• Execute deferments, trustee substitutions, and reconveyance documentation.
• Research and resolve servicing discrepancies and payment application issues.
• Process and reconcile related GL transactions.
• Resolve complex servicing discrepancies requiring multi-system research and reconciliation.
• Validate accuracy of transactions, deferments, and payoff processing.
• Monitor servicing activity to ensure compliance with loan agreements and internal controls.

Consumer & Ancillary Loan Servicing

Negative Share (Symitar/AKUVO Platform)

• Conduct ChexSystems reviews and independently evaluate disputes.
• Board and maintain fresh-start loans ensuring proper documentation and system accuracy.

Vehicle, Share Secured & Personal Loans (Symitar Platform)

• Evaluate and process payoffs, reversals, and approved deferments.
• Administer force-placed insurance ensuring collateral protection compliance.
• Maintain accurate servicing records and resolve discrepancies.
• Research and resolve payment and account inquiries.
• Process and reconcile GL transactions.

Credit Cards (Symitar Platform)

• Process payments, reversals, and account adjustments ensuring accuracy.
• Evaluate and implement credit limit changes with appropriate approvals.
• Review promotional offers and interest application for accuracy and compliance.
• Perform reconciliations and resolve discrepancies.
• Research and resolve member and transactional inquiries.
• Process and reconcile GL transactions.

Loan Modifications & Restructures (Symitar/FICS Platform)

• Evaluate and process real estate and consumer loan modifications and internal refinances.
• Perform recast and payment recalculations ensuring accuracy and compliance.
• Reconcile interest, payment, and system discrepancies.

Risk, Compliance & Reporting

• Ensure departmental compliance with applicable regulations including FCRA, BSA recordkeeping, and internal policies.
• Serve as primary point of contact for internal audits, external audits, and NCUA examinations.
• Review and approve GL reconciliations and servicing-related reporting.
• Identify control gaps, implement corrective actions, and recommend policy or procedural updates.
• Participate in risk assessments and ensure mitigation strategies are implemented.
• Perform member identification in accordance with BSA/CIP requirements.
• Research and resolve credit reporting disputes in compliance with FCRA guidelines.
• Monitor portfolio metrics and reporting through Power BI to identify trends and risks.
• Ensure compliance with record retention and document destruction requirements.
• Safeguard nonpublic member information in accordance with Information Security policies.
• Monitor collateral protection including insurance coverage and vendor activity.
• Perform and reconcile GL accounts related to loan and escrow activity.
• Evaluate and process NSF payment reversals and exception items.
• Prepare, file, and maintain UCC filings to ensure proper lien perfection and protection of collateral.
• Ensure compliance with applicable federal regulations and Credit Union policies including BSA recordkeeping, identity theft prevention, and information security requirements.
• Assist in ensuring departmental compliance with FCRA, BSA recordkeeping, and internal policies.
• Support internal audits and NCUA examinations by preparing documentation and responding to requests.
• Identify, document, and escalate operational or compliance risks.
• Review GL reconciliations and servicing reports for accuracy.

Claims & Protection Products Administration

• Administer debt protection programs and evaluate claims.
• Process default insurance and supplemental claims.
• Manage total loss, GAP, and warranty claims ensuring timely resolution.
• Cancel protection products following repossession or total loss events.

Member Service & Operational Support

• Independently research and resolve complex member and internal inquiries related to loan servicing and account operations.
• Evaluate discrepancies and reconcile loan and member account ledgers.
• Serve as a resource to frontline and departments for servicing-related questions and system support.
• Process financial transactions including payments, adjustments, insurance disbursements, and account transfers with accuracy.
• Support digital payment inquiries, disputes, and escalations ensuring proper resolution and documentation.
• Recommend workflow efficiencies and process improvements to enhance operational effectiveness.
• Assist with quality control initiatives to ensure accuracy and compliance across servicing functions.
• Communicate effectively with members, staff, and third parties in a professional manner.
• Operate effectively in a high-volume, deadline-driven environment requiring strong attention to detail.
• Complete reports and special projects as assigned.
• Adhere to Credit Union policies, procedures, and regulatory requirements.
• Support organizational goals and promote a high standard of member service.
• Serve as escalation point for complex member and internal servicing issues.
• Provide guidance and support to Tier 1 staff on processes, systems, and exception handling.
• Assist in onboarding and training of new staff.
• Contribute to quality control reviews and error identification.
• Perform other duties as assigned by management.

Loan Modifications & Portfolio Oversight

• Review and approve loan modifications, restructures, and recast calculations.
• Monitor performance trends within the loan portfolio and report risks to management.

Claims & Collateral Protection

• Oversee administration of insurance, GAP, warranty, and debt protection programs.
• Ensure collateral protection processes meet compliance and risk management standards.

Process Improvement & Strategy

• Identify and implement workflow efficiencies, automation opportunities, and system improvements.
• Collaborate with management on strategic initiatives and departmental planning.
• Maintain and update procedures to ensure consistency and compliance.

EDUCATION and/or EXPERIENCE:
A high school diploma is required; 5–7 years of progressively responsible experience in loan servicing or financial institution operations is required, including advanced experience in real estate servicing, regulatory compliance, and staff support or leadership responsibilities.

 

*ONLY FULLY COMPLETED APPLICATIONS WILL BE CONSIDERED*
**SEE RESUME ON APPLICATIONS WILL NOT BE CONSIDERED**
SILVER STATE SCHOOLS CREDIT UNION IS AN EQUAL OPPORTUNITY EMPLOYER (EOE)
DRUG-FREE WORKPLACE