Loan Servicing Specialist

Keyholder Vacations is a fast growing, founder managed company that is comprised of several business units that each provide services for Disney Vacation Club (timeshare) members. Our mission is to be “The ultimate destination for travel where magical vacations meet incredible value through exceptional service.” Job Overview The Loan Servicing Specialist is primarily responsible for day-to-day loan servicing of an assigned portfolio of consumer loans, ensuring exceptional borrower service while protecting portfolio performance and compliance. This position serves as the primary point of contact for borrowers, handling multi-channel communications, processing payments, maintaining accurate loan records, and resolving inquiries or escalations with professionalism and care. The individual will ensure all servicing activities are completed accurately, timely, and in compliance with company policies and applicable regulations. The ideal candidate is highly organized, detail-oriented, customer-focused, and comfortable balancing borrower advocacy with sound portfolio risk management. This is a full time position and can be local to the Indianapolis, Indiana area or remote within the following states: CA, GA, FL, IN, LA, MA, MI, NC, NJ, NY, OH, OK, PA, TN, TX, WA. Hours for this position are 8:00am - 4:00pm EST, Monday-Friday. Essential functions Loan Servicing & Customer Service Monitor and maintain an assigned portfolio of active loans. Process borrower servicing requests, including but not limited to: Payoffs, Payment changes, Address updates, ACH changes, General servicing inquiries Maintain complete, accurate, and timely servicing documentation within Salesforce and loan servicing platforms to support servicing, collections, compliance, and audit requirements. Serve as the primary point of contact for borrowers by handling servicing requests, resolving inquiries, explaining loan servicing processes, and delivering exceptional customer service across phone, email, and other communication channels. Proactively identify servicing issues and recommend process improvements to enhance borrower experience, operational efficiency, and portfolio performance. Delinquency Management Initiate proactive borrower outreach regarding past due accounts through phone, email, and other approved communication channels. Negotiate and establish payment plans within company guidelines. Monitor payment plans for compliance. Follow up immediately on missed payments. Evaluate borrowers for available loss mitigation options and educate borrowers on applicable programs, requirements, and next steps. Coordinate Deed in Lieu packages from initial offer through completion, recording and contract transfer. Prepare foreclosure referral packages and coordinate with legal counsel throughout the foreclosure process, monitoring timelines and documentation requirements. Coordinate reinstatements and redemption activity when applicable. Bankruptcy Administration Review bankruptcy filings and update servicing systems accordingly. Monitor Chapter 7 and Chapter 13 proceedings to ensure timely servicing actions. Maintain and organize required bankruptcy documentation and servicing records. Track discharge, dismissal, and case status changes. Cross Functional Support Collaborate with Loan Operations, Origination, Accounting, and Title to ensure seamless and accurate loan boarding, servicing, and payoff activities. Support ownership transfers, loan assumptions, and related servicing activities. Provide backup support for other operational functions as business needs require. Assist with testing and implementation of new servicing processes, technology enhancements, and operational improvements. Education/Qualifications Required High School Diploma or equivalent. 4+ years of experience in loan servicing, collections, consumer finance, banking, or a related financial services environment. Excellent written and verbal communication. Exceptional organizational skills. Ability to manage competing priorities. Strong attention to detail. Ability to exercise sound judgment with minimal supervision. Preferred Experience with: Loan servicing platforms (Concord, Equiant, Vervent, LoanPro, etc.) and technology tools (Salesforce, RingCentral, Microsoft Office, Google Drive, Dropbox, etc.) Title experience with mortgage lending Deed in Lieu processing Physical Requirements While performing the duties of this position, the employee is typically exposed to a standard interior office environment. The employee is required to listen and respond to multiple team members. Most of this position is sitting at a desk using a computer. No heavy lifting is required. Keyholder Vacations is an equal opportunity employer. We do not discriminate on the basis of race, religion, creed, color, national origin, citizenship, marital status, sex, age, sexual orientation, or other legally protected status. All employees of Keyholder Vacations are considered “at-will.” #J-18808-Ljbffr