Loan Servicing Representative I

Job Description

Job Description

Role: 

The Loan Servicing Representative I is responsible for performing foundational loan servicing functions while providing accurate, timely, and professional service to Credit Union members and internal departments. This position is responsible for loan funding and assists with the ongoing servicing of consumer, residential real estate, home equity, and other loan products in accordance with Credit Union policies, procedures, investor requirements, and applicable regulations.

The Loan Servicing Representative I works under the direction of the Loan Servicing Representative III and collaboratively with the Loan Servicing Representative II and other members of the Loan Servicing team. The position serves as a member-facing resource for routine loan servicing inquiries, provides backup support to the Contact Center as business needs require, and assists members with Online Banking and other digital services. This position serves as the foundational level within the Loan Servicing Representative career path and is expected to develop a broad understanding of loan servicing functions, Credit Union products and services, and applicable systems and procedures. Through training and cross-training, the Loan Servicing Representative I will progressively develop the knowledge and experience necessary to assume more complex servicing responsibilities.

Essential Functions & Responsibilities: 

Loan Funding: Perform funding of approved consumer, mortgage, home equity, and other assigned loans, ensuring required documentation, system information, disbursements, and funding instructions are complete and accurate prior to funding.

Loan Servicing & Maintenance: Perform routine servicing and maintenance of consumer and real estate loans, including processing payments, account maintenance, research, corrections, and other servicing requests in accordance with established procedures and assigned authority.

Paid Loan & Collateral Documentation: Process paid-loan documentation and assist with the preparation, tracking, and release of liens, automobile titles, mortgages, discharges, and other collateral documentation. Maintain accurate and organized servicing records.

Daily Processing: Process assigned daily mail, loan payments, payoff-related activity, reports, documentation, and other routine servicing transactions accurately and within established deadlines. The existing Loan Servicing positions include daily payment processing and paid-loan documentation as core servicing responsibilities.

Member Service & Loan Support: Respond to member inquiries regarding loan payments, balances, payment histories, payoff information, loan servicing processes, and other routine loan related questions. Research and resolve issues within assigned authority and appropriately escalate more complex matters to the Loan Servicing Representative II or III.

Online & Digital Banking Support: Assist members with Online Banking and other Credit Union digital services, including routine access, navigation, transaction, and troubleshooting questions. Educate members on available self-service options and escalate technical or account-specific issues when necessary.

Contact Center Support: Provide backup support to the Contact Center based on business needs, including answering member calls, assisting with routine account and transaction inquiries, processing requests within assigned authority, and directing or escalating matters to the appropriate department when necessary.

Insurance, Titles & Servicing Support: Assist with assigned insurance, automobile title, escrow, lien, and other loan servicing functions. Review documentation and reports, perform appropriate follow-up, and maintain accurate records in accordance with established procedures. More complex escrow, flood insurance, investor, and secondary-market responsibilities will be handled at the higher Loan Servicing Representative levels. The current servicing descriptions identify these as significant components of the department's overall responsibilities.

Departmental Support & Cross-Training: Develop working knowledge of the broader Loan Servicing function and cross-train on additional servicing responsibilities to provide departmental coverage as needed. Work collaboratively with Loan Servicing, Lending, Collections, Accounting, Retail, the Contact Center, and other departments to research and resolve member and servicing issues.

Compliance, Accuracy & Professional Development: Complete assigned responsibilities accurately and timely while adhering to Credit Union policies, procedures, internal controls, investor requirements, and applicable federal and state regulations. Participate in required training and actively develop knowledge of loan servicing, Credit Union products and services, systems, and procedures in preparation for increased responsibilities. Other job-related duties, as assigned.

At Align Credit Union, we believe in pay transparency and are committed to providing our employees and candidates with access to information about our compensation practices. The expected base pay rate offered for this role is $20.00 - $24.00 per hour. Compensation may vary based on relevant experience, skills, competencies, and certifications.

This is a hybrid position and required one to two days per week on site in Lowell, MA.

Monday-Friday 8:00AM-4:30PM
40 hours per week