Consumer Loan Servicing - Loan Servicing Administrator

Loan Servicing Administrator

This position supports the daily operations of Consumer Loan Servicing and Mortgage Servicing Oversight, specifically by developing and supporting processes to run the business and grow the organization. This individual will identify and implement program efficiencies, collaborate with key stakeholders to improve member experience, and support enterprise and department-level projects as a subject matter expert. Additionally, they will coordinate system testing, manage system outages, and contribute to cross-functional initiatives. This position helps govern internal and external communications, leads internal initiatives, and facilitates enhancements driven by audits, regulatory bodies, and stakeholders. The ability to seamlessly collaborate, communicate effectively, and manage your time will be crucial in enhancing project workflows, coordinating independently while ensuring all stakeholders are informed and aligned.

Tasks, Duties, Functions:

• Act as a liaison with internal and external stakeholders, including internal business partners, IT, and vendors to identify upcoming changes, assess potential impacts, define scope requirements, develop operational plans, and successfully implement enhancements. Serve as the designated project SME for enterprise and department-level projects.
• Manage and review system access to owned business platforms and conduct role reviews as part of periodic system audits. Support ongoing review, enhancement, and implementation of controls.
• Prepare the business unit for projects by creating detailed requirements, testing scenarios, and validating results. Perform User Acceptance Testing.
• Participate in and support service pack upgrades, new feature testing, disaster recovery testing, and production impact triage and resolution.
• Review, identify, and implement process efficiencies by leveraging automation, workflow and robotics best practices to support growth and scalability.
• Document, assess, and prioritize program opportunities and draft requirements for projects and new implementations
• Support department procedures and documentation, serve as the department's training contact, and facilitate role-specific training.
• Maintain comprehensive project documentation, including test scripts, project outcomes, and employee reference guides, ensuring all details are accurately recorded for future use and training.
• Oversee process documentation, ensuring project details, program changes, and content on changes are available. Document, assess, and prioritize program opportunities and draft requirements for project and new implementation.
• Draft member communications, manage new notices, and oversee communication inventories. Coordinate remediation efforts, including both internal and external communications.
• Support and coordinate periodic and ad hoc reporting requests.
• Ensure adherence to relevant state and federal laws and regulations for credit unions and strengthen internal controls to maintain effective data management.
• Perform other duties or special requests as assigned.

Physical Skills, Abilities, and Exertion Utilized in the Performance of These Tasks:

• Strong leadership skills with the ability to guide teams and manage projects effectively.
• Demonstrated ability to take initiative, prioritize tasks, and lead internal initiatives.
• Strong analytical skills with the ability to conduct risk assessments, identify process inefficiencies, and develop actionable solutions.
• Excellent verbal and written communication skills with the ability to manage internal and external communications.
• Strong collaboration skills with the ability to work effectively with various departments, external stakeholders, and vendors.
• Strong knowledge of Loan Servicing, Mortgage Servicing, Loan Maintenance, and Operations
• Critical thinking skills are needed to identify possible fraudulent activity and member escalations or inquiries.
• Must possess sufficient manual dexterity to skillfully operate an on-line computer terminal and other standard office equipment, such as financial calculators, personal computer, facsimile machine, and telephone.

Organizational Contacts & Relationships:

• Internal: All levels of staff and management.
• External: Members, vendors, and industry related associations.

Qualifications:

• Education: Bachelor's degree, ideally in business, finance, accounting or another related program. Equivalent work experience with required knowledge/skills may be substituted for degree.
• Experience:
  • 4+ years of experience in financial institution operations, with a focus on loan servicing and operations.
  • Previous experience managing or supporting risk assessments and compliance.
  • Experience in process improvement initiatives and implementing automation/robotics to drive operational efficiencies.
  • Hands-on experience with system testing, upgrades, disaster recovery planning, and outage management in a financial operations environment.
• Knowledge / Skills:
  • Strong attention to detail and accuracy in handling financial transactions.
  • Excellent communication skills to interact with internal business partners.
  • Ability to multitask and manage time efficiently in a fast-paced environment.
  • Demonstrated ability to work well in a team-oriented environment.
  • Excellent oral, written, and interpersonal communication skills.
  • Professional member relations skills
  • Proficient computer skills and software experience.

Physical Requirements:

• Prolonged sitting throughout the workday with occasional mobility required.
• Corrected vision within the normal range.
• Hearing within normal range. A device to enhance hearing will be provided if needed.
• Occasional movements throughout the department daily to interact with staff, accomplish tasks, etc.

Licenses / Certifications:

#LI-Hybrid

This job description provides an overview of the general scope and level of work expected to be performed, but it is not an exhaustive list of all duties or responsibilities associated with the position. The credit union reserves the right to modify, add, or remove duties as needed without advance notice. Employees may be required to perform additional tasks and duties as directed by their supervisor, provided such tasks are within the employee's knowledge, skills, and abilities, or can be performed with reasonable training. Nothing in this job description alters the at-will employment relationship or limits the credit union's right to assign or reassign duties and responsibilities to this position at any time.