Loan Servicing Specialist

Service Credit Union is seeking a Loan Servicing Specialist who will play a strategic role in ensuring efficient, compliant, and member-centric delivery of key operational functions as they relate to all loans held by SFCU. This role is responsible for ensuring alignment of departmental performance with organization goals and fostering a culture of excellence, control, and continuous improvement. Responsibilities - 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 online banking platform, external payments, and wires - Complete residential loan fundings through transfer from the applicable LOS to correspondent lender to core of any necessary data entry and completion of accurate transactions through the core - Maintain accurate post-closing document tracking - Complete member outreach - Proactively aid 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 - Maintain knowledge and understanding of credit union’s overall strategic plan and priorities - Maintain high level of 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 Skills - High School diploma or equivalent required - Minimum 1 years' experience in a related field desired - Financial industry experience and customer service experience desired - 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 - Valid driver's license with clean driving record - Ability to travel to other work locations as required, if needed - Experience with banking systems and technologies and their relationship to business functions, practices, and processes preferred Benefits - Great health and dental benefits starting day one! - PTO, long-term disability, and paid holidays. - 401k with 8% company contribution after one year of employment. - Paid leave policy after 12 consecutive months of employment. - Free confidential mental health support program with Talkspace - Free identify theft protection through IdentityForce - Tuition reimbursement. - Training and career growth opportunities. Company Overview - Service Credit Union is a not-for-profit, member-owned financial cooperative firm. It was founded in 1957, and is headquartered in Boston, Massachusetts, USA, with a workforce of 501-1000 employees. Its website is https://servicecu.org.