Loan Servicing and Support

General Scope of Role:

Provide support and service to members on their existing credit union loans. Serve as primary user for mortgage servicing functions within core system, including escrow account processing and analysis. Respond to members’ questions regarding their loan transactions, particularly mortgage loans. Assist with all other aspects of mortgage servicing. Contact members who are past due on their mortgages, as assigned. Communicate with attorneys regarding foreclosure proceedings. Maintain strong daily/weekly/monthly task management and written procedures for areas of responsibility.

ESSENTIAL FUNCTIONS:

A) Loan Servicing

1. Serve as primary user for mortgage servicing functions with core system. Maintain loan interest rate indices. Handle questions from staff about mortgage loans and payment application.

2. Work with mortgage loan officers to set-up newly closed real estate loans.

3. Maintain accurate records of insurance and taxes on real estate loans.

4. Responsible for timely payment of escrowed real estate loan property taxes and insurance, and any other disbursements from escrow accounts.

5. Support the Accounting Department with follow-up on any outstanding and stale-dated escrow disbursement checks.

6. Perform escrow analysis, ensuring compliance with applicable regulation.

7. Courteously and compassionately handle member questions about loan payment changes, payment posting, and other loan status questions. Refer for budget or housing counseling, or other credit union services, as appropriate.

8. Troubleshoot loan payment processing errors.

9. Perform outreach to members with upcoming payment and credit limit changes, and refer to mortgage loan officers as appropriate

10. Review and respond to incoming disputes regarding credit reporting, such as via the eOscar system or member inquiries.

11. Process ACH Originations for recurring and one-time loan payments. Monitor for rejected ACH payments and immediately notify members of returned payments and make alternate payment arrangements.

12. Serve as an expert on the Message Pay text reminder and payment system. Review daily for payment issues; serve as the point of contact for staff with questions; interface with vendor to resolve questions as needed.

13. File mortgage discharges for paid off real estate loans.

14. Store documentation in the electronic records management system (OnBase Unity).

15. Use the core processing system to produce reports on escrow payments due and escrow analysis.

16. Prepare other reports as requested.

B) Collections

1. Responsible for initiating and following through with the collection of delinquent loan accounts as assigned in accordance with established collection policies and procedures.

2. Contact past-due members by telephone, text message reminder system, mail, and/or email. Identify the reasons for past-due status, and assist them in developing plans to bring accounts to a current status. Collect on overdue accounts wherever possible. Primary focus will be on contacting mortgage borrowers with mortgage loans past due between 16 – 30 days.

3. Notify co-signers regarding status of delinquent loans as assigned.

4. Communicate with attorneys regarding mortgage foreclosures in progress. Promptly provide updated payoff balances and payment information as requested.

5. Maintain records of attempts to collect, using core software.

6. Maintain documentation in the electronic records management system (OnBase Unity).

7. Assist with correct posting of payments on significantly past-due loans, or loans in foreclosure.

8. Maintain loan records and electronic files to reflect any modifications, restructures, forbearances, stipulated settlements, or other payment arrangements.

9. Provide members with complete explanation of loan status, as requested.

GENERAL

1. Write or update procedures for all tasks in areas of responsibility.

2. Make suggestions to management on ways to improve work processes.

3. Support management in the implementation of board policies and directives.

4. Attend trainings and meetings as required by the credit union.

5. Undertake such other reasonable and lawful duties as may be directed from time to time by the Lending Manager or CEO.

JOB REQUIREMENTS AND QUALIFICATIONS:

The minimum requirements for this position include

• A high school graduate or equivalent with minimum of 3-5 years prior
• Have or develop familiarity with credit union philosophy, work procedures, and financial institution operations.
• Aptitude for working at a highly confidential and responsible level.
• Extremely detail-oriented; ability to handle numeric and textual information with high level of accuracy.
• Professional, well-developed interpersonal skills necessary for servicing credit union members and projecting a positive image as a representative of the credit union.
• Intermediate mathematical skills required to include concepts and calculations involving decimals, percentages and fractions.

KNOWLEDGE REQUIREMENTS:

• Ability to maintain cooperative working relationships with a variety of diverse members, staff, and officials; to embrace the mission of serving the underserved.
• Basic Windows and Internet skills required to perform web-based functions, and ability to use word processing, spreadsheet, and email software.
• Must have or develop a thorough knowledge of KeyStone core processing system.
• Must develop a thorough working knowledge of the debt collection laws and acceptable procedures.
• Must develop a thorough understanding of applicable regulations, such as the Truth in Lending Act.
• Ability to plan and organize workload; strong attention to detail is required.

PHYSICAL REQUIREMENTS:

These physical requirements are representative of what is necessary for an employee to successfully perform the essential functions of the Collections position. Reasonable accommodation can be made to enable people to perform the described essential functions.

• Sit, to stand, to walk, drive and to use hands and fingers. The employee is occasionally required to lift up to 15 lbs.
• Ability to work in a dynamic environment in close proximity to others
• Ability to work regular hours in a facility with environmental factors that would ordinarily be expected in a place that is open to the public

Job Type: Full-time

Pay: $18.75 - $21.25 per hour

Expected hours: 40 per week

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Flexible schedule
• Flexible spending account
• Health insurance
• Life insurance
• Paid time off
• Retirement plan
• Vision insurance

Schedule:

• Day shift
• Monday to Friday

Experience:

• financial industry (credit union, banking, insurance): 1 year (Preferred)

Work Location: In person

Salary : $19 - $21