Loan Operations Specialist – Loan Servicing

General Summary

Responsible for executing all functions related to loan servicing, including onboarding, payoffs, disbursements, and ongoing loan maintenance. This role requires a comprehensive understanding of investor reporting, participation accounting, and Fannie Mae processing to ensure accuracy, compliance, and operational efficiency. This role is responsible to review and interpret escrow analyses to identify discrepancies and errors, ensuring accuracy in escrow account management. In addition to managing all aspects of loan servicing, the role includes cross-training in title operations to develop proficiency across related functional areas. This ensures a comprehensive understanding of the end-to-end loan lifecycle and supports operational flexibility.

Essential Functions

The essential functions of this position ensure a wide range of support to the Loan Operations department as its primary focus while title administration duties are performed as a secondary responsibility. Tasks may include, but are not limited to:

Loan Operations Support (Primary Focus):

• Perform loan onboarding and process payments and payoffs, disbursements, payment corrections, due date changes, and other maintenance tasks within the Credit Union's core system.
• Support escrow administration, including tracking, maintaining, and ensuring timely payment of homeowner's flood, and private mortgage insurance, as well as real estate taxes for all escrowed and non-escrowed residential mortgage and home equity loans, while also completing, interpreting, and effectively communicating periodic escrow analyses to members with questions or concerns
• Manage the servicing of loan and investor participation accounts, including processing transactions, performing daily remittance, and completing monthly investor reporting for the Fannie Mae mortgage investor program and other portfolios, ensuring accurate tracking, and remittance to participants and investors.
• Prepare and process applicable lien releases for consumer and mortgage loans upon satisfaction of debt, ensuring accuracy, timely execution and compliance with regulatory agencies.
• Effectively research and resolve routine and complex member inquiries primarily on loan accounts as well as other general account information by using all methods of correspondence.
• Responsible for the recording and tracking of Uniform Commercial Code (UCC) filings related to non-titled collateral such as vehicles and manufactured homes as well as real estate fixture filings when applicable.
• Prepare and distribute periodic reports by gathering, categorizing and summarizing data related to loan and title servicing.
• Process daily loan payment reversals as needed for payments made via ACH and third party payment systems, ensuring proper corrections and maintaining accurate loan records.
• Work in conjunction with the AVP of Loan Operations to compile and report the quarterly Call Report loan data, maintaining a complex Member Business Loan (MBL) spreadsheet to ensure data integrity and regulatory compliance.
• Perform loan audit review on newly on-boarded loans as well as gather applicable loan files routinely requested by internal and external auditors.

Title Administration (Secondary Focus):

• Provide support in all title administration responsibilities by monitoring the receipt, recording, and release of vehicle and mobile home titles and other lien filings, which will include daily interaction with members, dealers and insurance companies as applicable.
• Share responsibility for handling title-related inquiries from members, dealers, and insurance companies, working closely with other team members to ensure consistent and compliant service.
• Research and assist in resolving processing errors on uncollected titles through all forms of communication with dealers, motor vehicle agencies, and others as needed.

Additional Responsibilities:

• Contribute to the development and continuous improvement of departmental procedures.
• Assist in the training of new hires as needed as well as cross-train in other areas to provide backup support during high-volume periods or absences.
• Responsible for complying with the Credit Union's information security policies, procedures and standards. This includes safeguarding member information, participating in required security awareness training, and reporting any suspected security incidents or vulnerabilities.
• Maintain compliance with all applicable regulations and internal policies.
• Demonstrate Greenwood Credit Union's core values and uphold a professional and respectful work environment.

Qualifications

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.

The requirements listed below are representative of the qualifications required of the position:

Education and Experience

• High school diploma or equivalent; Associates degree in business, finance or accounting preferred
• Minimum two (2) years of consumer and/or mortgage loan servicing experience preferred
• Minimum two (2) years of experience in financial services industry and banking operations preferred

Knowledge

• Working knowledge of mortgage and consumer loan terminology and regulations preferred
• Fluent in English; Bilingual a plus
• Thorough knowledge of laws and regulations governing credit union operations as applicable to position
• Knowledge of and adherence to proper telephone and email etiquette

Skills

• Accurate data entry and strong technical and mathematical skills
• Demonstrated proficiency in basic computer applications, including Microsoft Office and internet navigation
• Exceptional interpersonal, verbal and written communication and phone skills
• Developed organizational and time management skills
• Strong critical thinking, problem solving, and reasoning skills

Abilities

• Self-motivated and capable of working efficiently and with accuracy in a dynamic, high volume environment with established productivity goals
• Must be adaptable to various competing demands and meet deadlines in a fast paced environment
• Strong attention to detail with ability to audit, identify and correct procedural errors

Other

• Dependability and flexibility with work hours and work assignments
• Ability to work a minimum of forty (40) hours per week and overtime, as needed
• Commitment to team environment, member confidentiality and outstanding member service
• High degree of professionalism with positive and professional image and demeanor
• Consent to conduct pre and active employment background screenings

Physical Demands

The physical demands listed below are a representation of those that must be met by an employee to successfully perform the essential functions of this position. Reasonable accommodations may be made upon request to enable individuals with disabilities to perform the essential functions of the position.

While performing the duties of this job, the employee is regularly required to:

• Speak, hear, sit, stand, walk, climb stairs, reach and grasp with hands and arms, use hands to handle or feel objects, tools or controls, occasionally lift and/or move up to 25 pounds. Specific vision abilities include those required to use computers for up to 8 hours a day.

A full analysis of physical and mental demands is available upon request to the Human Resources Department.

Work Environment

The position is located in an office environment. The noise level in the work environment is usually low to moderate.

EEO Statement

Greenwood Credit Union is an Equal Opportunity/Affirmative Action Employer and therefore provides equal employment and advancement opportunities to all employees and applicants for employment without regard to race, color, ethnicity, religion, gender, pregnancy/childbirth, age, national origin, sexual orientation, gender identity or expression, disability or perceived disability, genetic information, citizenship, veteran or military status, marital or domestic partner status, or any other category protected by federal, state and/or local laws.

Disclaimer

The information on this job description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as an exhaustive inventory of all duties, responsibilities and qualifications required of employees assigned to this job. All duties and responsibilities are essential functions and requirements and are subject to possible modification to reasonably accommodate individuals with disabilities. To perform this job successfully, the incumbents will possess the skills, aptitudes, and abilities to perform each duty proficiently. Some requirements may exclude individuals who pose a direct threat or significant risk to the health or safety of themselves or others. The requirements listed in this document are the minimum levels of knowledge, skills, or abilities. This document does not create an employment contract, implied or otherwise, other than an "at will" relationship.