Home Loan Service Representative

PRIMARY OBJECTIVE OF POSITION

Responsible for accuracy of home loan data for new loans and researching loans that default on the first payment. Ensure compliance with Credit Union policies and procedures as well as State and Federal regulations.

ESSENTIAL JOB FUNCTIONS

• Monitor account status on first payment defaults to ensure superior member service through proper automatic payment set up or to identify early default scenarios.
• Assist with collection efforts of newly closed loans and follow up on delinquent home loans from assigned collection queues. Determine reason for delinquency and best course of action to resolve delinquent status. Maintain a record of communication on all collection and escalated service interactions.
• Monitor non-escrowed accounts for force placed insurance or tax default notifications; retrieve evidence of insurance or tax repayment plans and work with sub-servicer to prevent or retract force placed insurance payments.
• Support home loan servicing phone queue by handling incoming and outgoing telephone communication and correspondence with members and others as necessary.
• Troubleshoot member questions using effective listening skills to identify potential home loan servicing issues and initiate steps to restore account status.
• Respond promptly to all inquiries or requests made by home loan sub-servicer, home lending department, branch or member.
• Process member payments, reversals and other home loan payment related transactions.
• File Mortgage Notes and Deeds and process Release of Liens
• Perform all other duties as assigned.

RELATIONSHIPS AND CONTACTS

Supervise Employees: None 

Reports to: Home Loan Service Manager

Contacts: Frequent contact with members, staff and other departments face to face and by telephone.

EDUCATION

• High School Diploma/GED

EXPERIENCE

• 1 year experience in assessing and meeting customer (member) needs
• 6 months financial, banking, or credit union experience
• 6 months delinquent account collections preferred

PHYSICAL REQUIREMENTS

• Physical effort is minimal; however along with communication skills: speaking and hearing abilities, and wrist/hand movement is inherent in the job as well as restriction to workspace for prolonged periods.
• Vision abilities required by this job include close vision for frequent viewing of computer monitor and review of documents.

MENTAL REQUIREMENTS

• Perform job functions independently or with limited supervision and work effectively either on own or as part of a team.
• Must have a strong ability to read and carry out various written instructions and follow oral instructions.
• Must have a strong ability to speak clearly and deliver information in a logical and understandable sequence.
• Must be capable of dealing calmly and professionally with numerous different personalities from diverse cultures at various levels within and outside of the organization and demonstrate highest levels of member service and discretion when dealing with the public.
• Must be able to perform responsibilities with composure under the stress of deadlines / requirements for extreme accuracy and quality and/or fast pace.
• Must be able to effectively handle multiple, simultaneous, and changing priorities.
• Must be capable of exercising highest level of discretion on both internal and external confidential matters.
• Proven ability to make decisions based upon prior precedence, business knowledge and judgment.

EQUIPMENT REQUIREMENTS

• Strong computer skills; proficient in Microsoft Word, Excel and Outlook.

The above statements reflect the general details considered necessary to decide the principal functions of the job identified and shall not be construed as detailed description of all work requirements that may be inherent in the job.