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Service Credit Union · 1 day ago

Loan Servicing Specialist - Portsmouth

Portsmouth, NH

Full-time

Hybrid

Entry Level

1+ years exp

Service Credit Union is a company that values passion and customer focus. The Loan Servicing Specialist plays a strategic role in ensuring efficient and compliant delivery of loan servicing functions, focusing on superior member service and operational excellence.

BankingFinancial Services

Responsibilities

Maintain knowledge and understanding of credit union’s overall strategic plan and priorities

Maintain high level knowledge of credit union policies

Maintain high level of credit union product and services offerings

Maintain detailed knowledge of departmental policies

Ability to detect and research any deficiencies and make recommendations accordingly

Ensure member inquiries are responded to and resolved immediately whenever possible

Provide support, as needed, for escalated member needs

Support and educate staff to provide superior member service

Contribute to department SLA/KPIs as they relate to SFCU’s overall strategic plan

Contribute to ensuring all loan servicing responsibilities are consistently accomplished with maximum proficiency and efficiency

Accurate and executed documentation and retention of all necessary documentation to protect SFCU’s ability to collect payment

Ability to analyze documentation for understanding of all loan products offered by SFCU

Ability to assist members in utilizing SFCU’s products and services including but not limited to: Online banking platform, External payments, Wires

Complete residential loan fundings through transfer from the applicable LOS to correspondent lender to core. This includes but is not limited to: Any necessary data entry, Completion of accurate transactions through the core

Maintain accurate post-closing document tracking

Complete member outreach

Proactively provide assistance to all new members to assist with on boarding

Work with management to develop and implement additional member outreach programs designed to educate borrowers/members on SFCU products and services

Work with other departments on developing reporting for campaigns

Assist with collection of REL delinquencies from 45 days delinquent to resolution or recommendation to management for additional collection efforts

Complete loss mitigation process from mailing through updating core

Contribute to the department phone/Salesforce/email queues for all loan servicing related items

Complete lien release process

Process system maintenance loans

Monitor reports related to servicing related items

Generate letters related to loan servicing as needed

Consistently review procedures and business practices to keep current with technological advances

Recommend and draft new and revised policies/procedures for loan servicing responsibilities as needed

Contribute to monthly, quarterly and year-end reporting

Ensure all loan servicing responsibilities are consistently accomplished in accordance with SFCU, CFPB and NCUA policies, and in compliance with state and federal regulations

Assist in preparation of requested documentation for audit

Maintain reporting throughout the year that will be used for audit review

Implement suggested modification of process as mandated by audit review

Full comprehension of the core system

Maintain confidentiality regarding credit union policies and procedures, member financial data, personal information, and work-related events

Provide quality support and maintain a professional relationship with peers, management, other staff, and members through cooperation, mutual trust, and respect

Understand the Service Federal Credit Union mission, vision, and corporate goals as they relate to the position, department, and credit union

Perform other duties as assigned

Qualification

Loan servicingBanking systems experienceMember service skillsAnalytical skillsMicrosoft Office proficiencyInterpersonal skillsProblem solvingCommunication skillsOrganizational skills

Required

Superior member service skills and professionalism

Experience with banking systems and technologies and their relationship to business functions, practices, and processes preferred

Strong interpersonal skills and ability to solicit participation and input from others, including the ability to establish strong rapport and credibility with business teams

Strong problem solving and analytical skills

Ability to work independently and in a team environment

Ability to communicate clearly and effectively verbally and in writing

Proficient with Excel, Microsoft Outlook, Word, Power point, and various web-based applications

Willingness to work extended hours, including weekends, as responsibilities require

Flexibility in a hybrid work environment

Ability to prioritize and organize work duties

Minimum high school diploma or equivalent required

Minimum 1-year experience in a related field desired

Financial industry experience desired

Customer service experience desired