Primary Function:

Under the supervision of the Loan Servicing Supervisor and Department Managers, provides a superior level of member service through member contact and support. Communicates loan information to members and potential members and possesses a thorough understanding of loan policies and procedures. Prepares, analyzes, processes, and documents all required forms and documentation for servicing all loan products. Provides member and departmental support for all aspects of loan servicing within the Credit Union. Handles all member transactions with complete discretion and confidentiality.

Essential Duties and Responsibilities:

• Answers phone, mail, or electronic inquiries from members, potential members, attorneys, insurance agents, and other professionals involved in the consumer loan process; responds to inquiries and resolves issues on the servicing of loans.

• Where appropriate to the financial well-being of a member, cross-sells Credit Union products and services that best meet the member's needs.

• Monitors escrow accounts, insurances, and/or real estate taxes to ensure the loan and the Credit Union are protected at all times. Researches and resolve problems on escrow, taxes, and insurance in a timely manner.

• Perform annual analysis of Escrow Accounts.

• Orders appraisals for all mortgage loans to include first mortgages, home equities, or secondary market.

• Responsible for logging, retention, preparing and releasing of all collateral securing loans

• Ensures that all documentation on mortgages is received from Registry of Deeds.

• Ensures that vehicle titles are perfected through FDI, research any exceptions with the MA RMV.

• Pays and maintains VSI insurance and FDI Title billings.

• Prepares mortgage loan documents for discharge.

• Prepares files and reports for secondary market documentation.

• Maintains open files throughout the status of a real estate loan for accurate recordkeeping; and ensure files are closed according to credit union policies.

• Compiles and prepares loan status reports as requested by Supervisor/Manager.

• Attends training sessions upon request.

• Adheres to anti-money laundering duties and the adherence to Bank Secrecy Laws.

• Assumes other duties as new products, services, or technology are introduced.

Note: The above is a description of the ordinary and essential duties of the position. Other duties both related and unrelated to the above may be assigned and therefore required.

Knowledge, skills, and experience required:

• Professional and pleasant interpersonal and communication skills are essential for servicing Credit Union members and projecting a positive image as representative for the Credit Union.
• Position requires general knowledge of all Credit union products and services and specialized knowledge of mortgage loan products.

• Requires education equivalent to a four-year high school education. Additional coursework in mortgage products or equivalent experience is required. Proficiency with computer software applications including Word and system applications is required.

• Position requires two years of experience in a bank, credit union, or mortgage company.

• Position requires the ability to read and understand oral and written instructions. Requires the ability to effectively communicate with members or employees and to solve day-to-day problems involving several variables in standard situations.

• Intermediate mathematical skill required (adding, subtracting, multiplying, dividing, percentages, interest) are required

DISCLAIMER:

• The above information on this position 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 a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job.