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.ResponsibilitiesEnsure member inquiries are responded to and resolved immediately whenever possibleProvide support, as needed, for escalated member needsSupport and educate staff to provide superior member serviceContribute to department SLA/KPIs as they relate to SFCU’s overall strategic planContribute to ensuring all loan servicing responsibilities are consistently accomplished with maximum proficiency and efficiencyAccurate and executed documentation and retention of all necessary documentation to protect SFCU’s ability to collect paymentAbility to analyze documentation for understanding of all loan products offered by SFCUAbility to assist members in utilizing SFCU’s products and services including online banking platform, external payments, and wiresComplete 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 coreMaintain accurate post-closing document trackingComplete member outreachProactively aid all new members to assist with on boardingWork with management to develop and implement additional member outreach programs designed to educate borrowers/members on SFCU products and servicesWork with other departments on developing reporting for campaignsAssist with collection of REL delinquencies from 45 days delinquent to resolution or recommendation to management for additional collection effortsComplete loss mitigation process from mailing through updating coreContribute to the department phone/Salesforce/email queues for all loan servicing related itemsComplete lien release processProcess system maintenance loansMonitor reports related to servicing related itemsGenerate letters related to loan servicing as neededConsistently review procedures and business practices to keep current with technological advancesRecommend and draft new and revised policies/procedures for loan servicing responsibilities as neededContribute to monthly, quarterly, and year-end reportingEnsure all loan servicing responsibilities are consistently accomplished in accordance with SFCU, CFPB and NCUA policies, and in compliance with state and federal regulationsAssist in preparation of requested documentation for auditMaintain reporting throughout the year that will be used for audit reviewImplement suggested modification of process as mandated by audit reviewFull comprehension of the core systemMaintain confidentiality regarding credit union policies and procedures, member financial data, personal information, and work-related eventsProvide quality support and maintain a professional relationship with peers, management, other staff, and members through cooperation, mutual trust, and respectUnderstand the Service Federal Credit Union mission, vision, and corporate goals as they relate to the position, department, and credit unionPerform other duties as assignedMaintain knowledge and understanding of credit union’s overall strategic plan and prioritiesMaintain high level of knowledge of credit union policiesMaintain high level of credit union product and services offeringsMaintain detailed knowledge of departmental policiesAbility to detect and research any deficiencies and make recommendations accordinglySkillsHigh School diploma or equivalent requiredMinimum 1 years' experience in a related field desiredFinancial industry experience and customer service experience desiredSuperior member service skills and professionalismExperience with banking systems and technologies and their relationship to business functions, practices, and processes preferredStrong interpersonal skills and ability to solicit participation and input from others, including the ability to establish strong rapport and credibility with business teamsStrong problem solving and analytical skillsAbility to work independently and in a team environmentAbility to communicate clearly and effectively verbally and in writingProficient with Excel, Microsoft Outlook, Word, Power point, and various web-based applicationsWillingness to work extended hours, including weekends, as responsibilities requireFlexibility in a hybrid work environmentAbility to prioritize and organize work dutiesValid driver's license with clean driving recordAbility to travel to other work locations as required, if neededExperience with banking systems and technologies and their relationship to business functions, practices, and processes preferredBenefitsGreat health and dental benefits starting day one!PTOLong-term disabilityPaid holidays401k with 8% company contribution after one year of employmentPaid leave policy after 12 consecutive months of employmentFree confidential mental health support program with TalkspaceFree identify theft protection through IdentityForceTuition reimbursementTraining and career growth opportunitiesCompany OverviewService 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.



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