About this role
Job Overview
The Sr. Loan Services Representative is responsible for loan servicing, accounting and investor reporting. The incumbent handles all reporting to our various investors including FNMA, FHLB, FHLMC, FHA, USDA and VA. The Sr. Loan Services Representative is responsible for all systems testing for any new loan products or processes for the Loan Services area.
The position requires a full understanding of the entire servicing process for all real estate loans and is responsible for mortgage loans from origination to post payoff. The Sr. Loan Services 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.
Responsibilities
• Answer incoming phone calls and respond to inquiries from members, investors, business partners, branches, and internal departments in a professional, timely, and customer-focused manner.
• Provide exceptional customer service to both internal and external customers by researching and resolving servicing-related questions, issues, and requests.
• Maintain service levels and response times established by the Credit Union while ensuring positive customer experience.
• Support departmental phone coverage and assist with escalated customer concerns as needed.
• Responsible for the month end close process and daily processing of real estate payments, check disbursement and payoffs. Closes out the daily work and prepares daily reports for accounting reconciliation.
• Reconciles investor reporting for FNMA, FHLB, FHLMC, FHA, VA and USDA.
• Conducts all product testing for FICS and Symitar for loan servicing changes or product changes additions or enhancements. Serves as main contact and subject matter expert in core and servicing system testing and upgrade. Monitor measures and make recommendations to streamline and enhance systems and processes.
• Performs year end processing reconciliation and produces 1098 forms.
• Assesses late charge and produces mortgage statements.
• Works with accounting to resolve any discrepancies or issues on the reconciliation for various GL accounts.
• Works with Collection department include inputting Legal fees, payment research, reversal, short sale processes, and modification.
• Process payoffs, satisfactions and error resolution request according to regulations.
• Services mortgage loans sold on the secondary market daily, mid-month and month end remittances and reports to ensure compliance with the secondary market guidelines.
• Creates and delivers loan files to secondary market investors within established timeframe.
• Understand secondary market service guidelines and use that knowledge to respond to questions and complete job responsibilities.
• Performs final escrow analysis on paid in full mortgage loans as required under RESPA guidelines.
• Prepares and processes loan modifications and subordinations on a rotating basis with servicing team.
• Provide directions and training to the Mortgage Servicers.
• Performs ARM adjustments and Balloon mortgage adjustments on an ongoing basis.
• Perform all servicing related functions, including but not limited to collections, escrow analysis, year-end reporting, problem resolution, credit reporting, etc.
• Other administrative duties as needed.
Qualifications and Education Requirements
• High school diploma or equivalent required; some college coursework preferred.
• Minimum of 2-4 years of mortgage servicing, loan servicing, banking, or related financial services experience.
• Working knowledge of mortgage servicing processes, including payment processing, escrow administration, payoffs, investor reporting, and customer inquiries.
• Experience providing excellent customer service to both internal and external customers.
• Ability to effectively communicate by phone, email, and in person with members, investors, vendors, and internal departments.
• Strong organizational skills with the ability to manage multiple priorities and meet deadlines.
• Strong problem-solving and research skills with attention to detail.
• Proficiency in Microsoft Office, including Excel, Word, and Outlook
Additional Skills/Notes
• Exceptional customer service, communication, analytical, organizational, and problem-solving skills.
• Demonstrated ability to professionally handle a high volume of phone calls while providing accurate information and outstanding customer experience.
• Strong interpersonal skills with the ability to build positive relationships with members, vendors, investors, and internal business partners.