Job Description

The Loan Services Support Representative is expected to provide exceptional service to both internal and external customers. This position serves as a key point of contact for member inquiries, business partners, and internal departments, requiring timely responses, professionalism, and a commitment to delivering positive customer experience. Answering incoming phone calls and resolving customer questions efficiently and accurately is an essential function of this role.

A strong attention to detail, excellent communication skills, and the ability to adapt to changing business needs are essential for success in this position.

Responsibilities

• Provide exceptional service to members, business partners, and internal departments.
• Respond to incoming phone calls, emails, and service requests in a professional, timely, and accurate manner.
• Research and resolve member inquiries related to loan servicing, escrow accounts, insurance, taxes, and other servicing functions.
• Serve as a resource for internal departments by providing information and assistance regarding loan servicing processes.
• Escalate complex issues appropriately while maintaining ownership of the member experience.

Escrow Administration

• Assist the Senior Loan Services Representative with escrow account administration and servicing activities.
• Support the preparation and completion of annual escrow analyses for applicable mortgage loans.
• Review escrow account activity for accuracy, identifying shortages, surpluses, and required adjustments.
• Assist with generating escrow statements and ensuring timely member notifications.
• Research and resolve escrow discrepancies and unusual account activity.

Property Tax Administration

• Coordinate with third-party tax vendors to ensure timely and accurate property tax payments.
• Monitor tax payment files, exception reports, and tax bill updates.
• Investigate and resolve tax-related issues, including missing tax bills, payment discrepancies, and jurisdictional questions.
• Serve as a liaison between vendors, members, and internal departments regarding escrowed property taxes.

Insurance and PMI Administration

• Process homeowner's insurance premium payments from escrow accounts.
• Process PMI premium payments and maintain accurate records.
• Review insurance documentation and ensure adequate coverage is maintained.
• Assist with insurance-related inquiries and issue resolution.

New Loan Escrow Setup

• Conduct initial escrow analyses for newly originated and newly boarded mortgage loans.
• Verify property tax and insurance information to ensure proper escrow setup.
• Calculate monthly escrow payments and required escrow deposits in accordance with RESPA requirements and company guidelines.
• Ensure accurate setup and maintenance within servicing systems.

Delinquent Tax Monitoring

• Review delinquent tax reports received from tax authorities and vendors.
• Research delinquent tax notifications and take appropriate action to protect the credit union's lien position.
• Maintain tracking logs and documentation related to delinquent property taxes.
• Communicate with borrowers and internal stakeholders regarding delinquent tax issues as needed.

General Loan Servicing Support

• Assist with additional loan servicing responsibilities as assigned, including support for consumer, mortgage, business, and lease servicing operations.
• Maintain accurate records and documentation within servicing systems.
• Identify opportunities for process improvements and efficiencies.
• Support departmental projects, cross-training efforts, and operational initiatives.
• Maintain compliance with all applicable regulations, investor requirements, policies, and procedures.

Qualifications and Education Requirements

Required

• High school diploma or equivalent.
• Minimum of one year of customer service, financial services, or administrative experience.
• Strong communication skills, both verbal and written.
• Demonstrated ability to provide exceptional customer service.
• Ability to manage multiple priorities in a fast-paced environment.
• Strong attention to detail and accuracy.
• Proficiency with Microsoft Office applications.

Preferred

• Experience in loan servicing, mortgage servicing, escrow administration, insurance products, dealer services, or financial services.
• Familiarity with FICS or comparable loan servicing systems.
• Understanding of mortgage escrow administration, taxes, insurance, and PMI processing.
• Previous call center or member service experience.

Key Competencies

• Exceptional customer service and member focus
• Professional verbal and written communication
• Attention to detail and accuracy
• Organization and time management
• Problem-solving and critical thinking
• Accountability and follow-through
• Adaptability and flexibility
• Teamwork and collaboration
• Ability to handle sensitive and confidential information
• Commitment to delivering a positive member and employee experience