Residential Loan Servicer

It’s an exciting time to be at Hanscom Federal Credit Union!

As a member of our Residential Lending Department, you will join a dynamic team of purpose-driven individuals committed to delivering exceptional service to our members.

Who we are – Hanscom Federal Credit Union

• Members-first – our members are our top priority. We make business decisions with our members at the top of mind.
• Integrity – we’re honest and committed to doing what’s best for our members and our company. What is right isn’t the same as what is easy.
• Teamwork – we are in this together and we all benefit from our success.
• Innovation – we identify new ideas for processes or products that will lead to positive changes and take the initiative to implement the changes.
• Empathy – we understand that communication starts by listening, understanding diverse perspectives, and caring about others’ sustained success.

What we offer

• A full-time, permanent position that will reward you through an annual bonus program.
• Medical, Dental, Vision, FSA, 401(k), Student Loan Paydown, and paid Sick and Vacation time benefits.
• A flexible hybrid work schedule environment.
• We are committed to fostering career growth and development – when you join our organization it’s not just a job.
• We look to develop your skills aligned to our business needs and help you progress in your career.

Who you are – Residential Loan Servicer

You are a dynamic, detail oriented, intuitive person with the ability to develop relationships, build rapport and become a trusted team member. You are able to provide everyone you assist or support with a high level of service, have strong organization and multi-tasking skills, and are searching for a rewarding career where you are valued and respected.

What you'll do

• Provides prompt, efficient and professional service to all members, attorneys, and other institutions regarding all Residential and Home Equity Loans.
• Responds to all members, attorneys and other institutions inquiries for payoffs, including the more difficult Umbrella Loan product, past discharges, payments, subordinations, modifications, address changes and ordering home equity checks.
• Performs Quality Control on APR calculations for weekly interest rate changes, verify website, Mortgagebot and XP2 to ensure rates are correct. Assist manager with the monthly ARM adjustments and FNMA remittances. Ensures notices are issued on a timely basis for loan billing and late payments.
• Responsible for processing subordinations and rate modifications, both external and internal requests for all Residential and Home Equity loans, submit request to Sr. Management for review and approval. Maintains a log for all past and present Subordinations and Rate modification requests.
• Submit all Home Equity Loan mortgages to the appropriate Registry of Deeds for recording to ensure and protect the Credit Union’s interest in the property. Actively research and follow up on mortgages not returned as recorded and update log. Maintain a working knowledge of each registry’s on-line process to search deeds, trust documents and mortgages in a multi-state lending environment. Maintain procedure for tracking information about each registry, with respect to addresses, fees, requirements and changes.
• Prepare and process discharges for all Residential and Home equity loans. Obtain required approval signatures and process discharge fees as needed. Maintain a log to accurately track discharges sent and returned when recorded. Process closing costs from member’s accounts as required.
• Maintain the Home Equity filing system for both existing and closed Home Equity loans and lines and process the monthly closed loan report. Responsible for the record retention and sending of closed Home Equity files for archiving.
• Backs off payments, answers loan payment questions, addresses issues and corrects errors as needed.
• Assist in maintaining taxes and private mortgage insurance escrow information, remitting payments to appropriate parties and responding to member inquiries relating to their escrow accounts.
• Handle transfer of mortgage loans from the mortgage processing system to the mortgage servicing system. This includes verifying all member information, rates, terms and payment options are correct. Assign loans to the proper FICS category to ensure they are serviced properly and pooled correctly.
• Monitor force placed insurance. Upload insurance policies on new loans, as well as on loans that were missing insurance documentation. Acts as point person for Flood Zone related questions, and tracks within the system. Maintains flood log and uploads weekly file to the vendor.
• Completes weekly HELOC rate survey and updates website.
• Serves as back-up to QC group when workload dictates. Assists with obtaining document corrections from appropriate parties in order to perfect the Credit Union’s lien.
• Perform other related duties as required.

Knowledge/Skills/Experience Required:

• Strong desire to work in a purpose driven organization
• A minimum of 1 - 3 years of similar or related experience, including preparatory experience.
• Knowledge of mortgage and consumer loans, specifically home equity loans, preferred.
• A high school degree or equivalent.
• Courtesy and tact are essential elements of the job. Work involves personal contact with customers and others inside and outside the organization, generally regarding fairly routine matters for the purposes of giving and obtaining information or instructions, updating or referring. Communications require shorter and not in-depth discussions most of the time.
• Must be detail oriented and have strong organizational, computer and member service skills.
• Required to have a working knowledge of real estate documentation and lien instruments.

PHYSICAL REQUIREMENTS
Is able to bend, sit, and stand in order to perform primarily sedentary work with limited physical exertion and occasional lifting of up to 10 lbs. Must be capable of climbing / descending stairs in an emergency situation. Must be able to operate routine office equipment including computer terminals and keyboards, telephones, copiers, facsimiles, and calculators. Must be able to routinely perform work on computer for an average of 6-8 hours per day, when necessary. Must be able to work extended hours or travel off site whenever required or requested by management. Must be capable of regular, reliable and timely attendance.

WORKING CONDITIONS
Must be able to routinely perform work indoors in climate-controlled shared work area with minimal noise.

MENTAL AND/OR EMOTIONAL REQUIREMENTS
Must be able to perform job functions independently or with limited supervision and work effectively either on own or as part of a team. Must be able to read and carry out various written instructions and follow oral instructions. Must be able to complete basic mathematical calculations, spell accurately, and understand computer basics. Must be able to speak clearly and deliver information in a logical and understandable sequence. Must be capable of dealing calmly and professionally with numerous different personalities from diverse cultures at various levels within and outside of the organization and demonstrate highest levels of customer service and discretion when dealing with the public. Must be able to perform responsibilities with composure under the stress of deadlines / requirements for extreme accuracy and quality and/or fast pace. Must be able to effectively handle multiple, simultaneous, and changing priorities. Must be capable of exercising highest level of discretion on both internal and external confidential matters.

** Must be authorized to work in the US **

Experience

• 1 - 3 years: similar or related residential loan servicing experience

Education

• High School or better

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)