Home Equity Servicing Specialist

Job Title

Reports to:

Manager, 2nd Market & Post Close

Supervises: 0 (Direct) 0 (Indirect)

Loan Funding & Boarding

• Review closed loan packages to ensure all funding conditions and requirements have been satisfied.
• Process and fund initial draws for Home Equity Lines of Credit.
• Coordinate funding activities with internal business partners.
• Ensure funding accuracy and compliance with regulatory and organizational requirements.
• Board funded loans into servicing and loan management systems.
• Verify loan terms, payment information, rate data, collateral information, and member details during the boarding process.
• Maintain complete and accurate loan records and documentation.

Mortgage Lien Recording & Satisfaction

• Prepare, submit, and track deeds of trust, and other security information for recording.
• Ensure liens are properly perfected and recorded within required time frames.
• Review recorded documents for accuracy and resolve recording discrepancies.
• Process lien satisfactions and clear lien exception requests from title companies and external partners.
• File lien satisfactions with local county recorders or through electronic recording channels.
• Mail satisfied lien documentation to members.
• Coordinate with county recording offices, title companies, attorneys, and other third parties to resolve lien-related issues.

Home Equity Servicing

• Respond to internal service requests and member inquiries, providing timely and accurate updates regarding home equity accounts.
• Serve as a point of contact for members, credit union departments, and outside financial institutions regarding loan servicing matters.
• Calculate and provide payment projections for line of credit draws.
• Calculate and provide payment schedules for fixed-rate lock options.
• Assist members with rate lock requests by preparing Lock Agreements, obtaining member signatures, and establishing tracking within servicing systems.
• Restructure misapplied payments to ensure accurate loan accounting and member account maintenance.
• Modify line-of-credit tracking within the servicing platform according to Modification Agreements, court orders, or other authorized documents.
• Review monthly reports detailing the status of all booked home equity products and make corrections as needed.

Reporting & Quality Assurance

• Generate and maintain reports used to monitor department production, quality, and regulatory compliance.
• Perform quality control reviews to ensure account and data integrity.
• Identify, research, and resolve discrepancies impacting loan funding, servicing, or lien perfection.
• Support internal and external audits by providing requested documentation and reports.

Process Improvement & Team Support

• Provide support across loan servicing and post-closing functions as needed.
• Recommend and implement process improvement to enhance efficiency, accuracy, and member service.
• Collaborate with lending, servicing, operations, compliance, and vendor partners to resolve issues and improve workflows.
• Perform other duties and special projects as assigned.

• Three to five years of Customer Service experience. Mortgage/HELOC experience preferred.
• High School Diploma or GED

• Strong understanding of home equity loan and line-of-credit products.
• Knowledge of mortgage documentation, title requirements, recording procedures, and servicing operations.
• Ability to calculate payment schedules, projections, and loan modifications accurately.
• Strong analytical and problem-solving skills.
• Excellent attention to detail and organizational abilities.
• Ability to manage multiple priorities while meeting deadlines and service-level expectations.
• Strong verbal and written communication skills.
• Proficiency with Microsoft Office applications and loan servicing systems.
• Commitment to delivering exceptional member service and maintaining regulatory compliance.

• Own the Issue
• Build confidence that you will help through your words and actions.
• Minimize the team/member's effort.
• Personalize the Experience
• Show that you care about the person and the issue.
• Adapt to the team/member's pace, style, and emotional tone.
• Be Authentic
• Be genuine.
• Be present in the conversation to…