What are the responsibilities and job description for the Loan Services Support Specialist position at Citadel Credit Union?
Job Overview
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
Qualifications and Education Requirements
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.
- 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.
- 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.
- 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.
- 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.
- 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.
- 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
- 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.
- 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.
- 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