Loan Servicing Specialist

Job Description

Job Description

Job Title: Loan Servicing Specialist

Department: Loan Servicing

Reports to: Loan Servicing Default Director

This position is located in Berea, Kentucky and is a Part Time position, working 10am - 5pm

Job Summary:

The Loan Servicing Specialist is responsible for independently managing complex and high-risk delinquent accounts. This role requires an experienced and proactive professional capable of navigating sensitive financial situations with tact, discretion, and strategic decision-making. The representative will demonstrate advanced proficiency in collections processes, financial recordkeeping, and customer service while supporting the organization’s financial health.

Key Responsibilities:

• Contact delinquent borrowers via phone, mail, or in-person outreach to collect payments and negotiate repayment plans.
• Manage a portfolio of complex and high-risk accounts with minimal supervision.
• Recommend and implement appropriate collection strategies based on account analysis and payment history.
• Maintain accurate and up-to-date financial records, including accounts receivable, credit history, and activity notes.
• Resolve customer disputes in collaboration with internal departments such as Lending, Finance, or Compliance.
• Ensure full compliance with federal and state laws, industry regulations, and Fahe’s internal policies and procedures.
• Provide informal guidance and mentorship to junior team members as needed.
• Daily, timely response to assigned tasks, connected chatter, and other colleague interaction requested via Salesforce.
• Performs other functions as necessary or as assigned.

Qualifications & Requirements:

• High school diploma or equivalent required; additional training or certifications in finance, credit, or collections preferred.

Experience:

• Minimum of 1-2 years of collections or related financial experience, or 2+ years with specialized training in collections or credit counseling.
• Fannie Mae and Freddie Mac Servicing knowledge
• Certifications/Licenses: N/A
• Skills:
• Demonstrated ability to work independently with sound judgment and professionalism.
• Excellent communication and negotiation skills with the ability to de-escalate challenging conversations.
• Strong organizational and time management skills, with attention to detail.
• Proficiency with financial systems and data entry; prior experience with loan servicing software and CRM tools preferred.
• Experience working in a mission-driven or nonprofit lending environment.
• Bilingual ability is a plus.

Work Environment & Physical Requirements:

• Work is primarily performed in a standard office setting (remote or in-office depending on location).
• Must be able to sit and use a computer for prolonged periods.
• Occasional lifting of up to 15 lbs may be required.
• Reasonable accommodations will be made upon request.