Loan Servicing Representative

St. Mary's Credit Union is currently hiring a Loan Servicing Representative role. T his is a hybrid position based at our main office in Marlborough, MA.

I f you are looking to join a great place to work that is growing, progressive, offers development opportunities, has an awesome team, and outstanding benefits, we want to hear from you.

Performs a variety of clerical and administrative duties in support of any loan servicing function in conformance with Credit Union policies and procedures. Acts as a liaison between the financial institution and its members to ensure smooth loan operations and foster positive relationships.

• Responsible for meeting or exceeding assigned service goals.
• Contributes to a positive work environment and SMCU image by maintaining courteous, respectful and effective interaction, teamwork and communication with employees and members to enhance positive behaviors and employee satisfaction.
• Performs tasks relative to mortgage lending escrow accounts, including Real Estate taxes.
• Reviews and processes homeowner and private mortgage insurance.
• Processes mortgage, equity and consumer lending payoffs and charge offs.
• Discharges for auto title and mortgages
• Overseeing the processes related to establishing and releasing liens on collateral properties.
• Process and record loan payments accurately and timely
• Provide customer service and respond to client inquiries regarding loan accounts
• Maintain accurate and up-to-date records in the system including loan corrections.
• Monitor Auto and Home Insurance policies.
• Generate reports and remittances monthly to send to Vendors and service companies
• Record mortgage filings.
• Assist in the preparation of loan modifications within the system.
• Perform Quality Control on loan files including consumer loans, mortgage loans, home equity lines and overdraft accounts.
• Serve as a resource and provide member service support to the retail branch and member solutions center in relation to member questions, concerns and research.
• Coordinate with other departments to resolve any loan servicing issues.
• Assist in the audit process.
• Provide training and support to other and new teams' members within the Credit Union.
• Provides service to our membership communities by actively volunteering time to local civic and charitable organizations.
• Upload Real Estate loans onto the core system using a third-party interface.
• Process auto transfer request authorizations and correct any errors.
• Monitors and processes daily requests in the department email box, received faxes, SAM and contact management events to meet member service standards and same day turnaround times.
• Review daily reports for accuracy and errors.
• Develop procedures for all task related job functions.
• Archive loan documents within the appropriate systems.
• Respond to outside requests related to verifications, payoff requests and auto insurance total losses.
• Review and maintain auto lease accounts while working with auto leasing vendors on tasks given to the Credit Union.

• Attend staff, departmental, and other required meetings and trainings.
• Travel to client or prospect locations, conferences, or other professional development and networking events.
• Provides service to our membership communities by actively volunteering time to local civic and charitable organizations.
• Performs related administrative duties as may be assigned or requested.
• Other duties as assigned.

• High School diploma or GED.
• Minimum of 2 years of customer service experience preferably in a financial institution.
• Working knowledge of MS software.
• Excellent verbal/written communication skills are required.
• High level of attention to detail and the ability to multitask effectively are required.

• Ability to navigate at a basic level within web-based applications.
• Working knowledge of Microsoft applications which may include Outlook, Word, Excel, PowerPoint, Access and/or other web-based applications. May produce complex documents, perform analysis, and maintain databases.
• Use of online teleconferencing software (e.g., Zoom or Teams).

The competencies of adaptability, accountability, improvement and innovation, collaboration, communication, job knowledge, customer (internal and external) service, organizational awareness, and self-development are the knowledge, skills and abilities required for the position. Reasonable accommodations may be made to enable individuals with disabilities to…