Senior Loan Servicing Associate
EastRise Credit Union, South Burlington, VT, United States
Performs the duties related to maintenance and servicing of multiple types of loan records for basic and higher-level tasks and processes on Commercial, Consumer, and Mortgage loans. Follows, develops, and recommends processes and updated
ew procedures as they apply to servicing loans, including the processing of loan documents, preparing reports, letters, and notices to members. Processes requests in all EastRise channels of emails, facsimiles, and phone calls to assist members with a wide variety of concerns. Provides the highest level of quality member service directly with members and acts as a resource for others in the department and throughout the organization. Servicing loan products post loan origination/closing as well as ongoing member support.
Major Duties And Responsibilities
30%
Provide top‑level timely service when handling telephone, chat, and email communication with members, vendors, and outside parties, with member experience and satisfaction always in mind. Support organization staff via in‑person, telephone, and electronic/email support. Engage directly with members and the EastRise team to answer questions regarding mortgage, consumer, and commercial loan documents, balances owing, escrow status, payment breakdown, and other loan matters. Troubleshoot account‑specific problems and identify anomalies that may indicate larger issues. Maintain thorough understanding of the organization’s products, lending policy, and regulatory requirements that apply to loan servicing.
25%
Service loans within the portfolio, including loan system setup/review for integrity of key loan data fields, processing member requests for loan transactions, payoff requests, disbursements, billing/statements, loan research and maintenance via all EastRise channels. Take action on requests, workflows, and emails. Create/update procedures. Ensure risk mitigation across the portfolio for compliance. Responsible for loan report reviews, performing system maintenance, and ensuring data integrity throughout the portfolio, including quality control and verification processes.
25%
Perform assigned loan servicing functions such as training and development of staff, leading department projects and functions, escrow set‑up, disbursements, escrow analysis, credit bureau reporting and disputes, insurance plan servicing (collateral protection, debt protection, GAP, credit insurance), loan modification review, preparation and system updates, insurance claims, tracking to ensure perfected lien position, investor and participation reporting, remits and reconciliation, discharges, releases, and other loan servicing activities. Lead Department initiatives, special projects, procedure and workflow updates, and training with guidance from Managers and Supervisors.
10%
Work directly with investors, taxing authorities, insurance agents, internal departments, branch personnel, attorneys, and auditors on loan servicing inquiries and problems. May coordinate and act as Loan Servicing point person for audits and examinations. Complete required forms, documents, or notices for private mortgage insurers, third‑party vendors, government entities, or investors as directed.
10%
Perform system software regression and testing for upgrades, processes, and functionality. Conduct specific tests to examine system tools from an end‑user perspective. Support cross‑training in various duties to provide coverage within the department. Act as backup for all Loan Servicing duties as needed. Assist management in identifying efficiencies and recommending process changes or expense reductions.
Knowledge And Skills Experience Three to five years of similar or related experience, including preparatory experience.
Education / Certifications / Licenses A high school degree or equivalent.
Interpersonal Skills A significant level of trust, credibility, and diplomacy is required. Must conduct in‑depth dialogues, conversations, and explanations with customers, direct and indirect reports, and outside vendors on sensitive or highly confidential matters. Communicate with subject‑matter experts and managers at all levels.
Other Skills Competencies include: at least 18 years of age; favorable background, credit, criminal, bondability, and reference checks; Vehicle check when required. Travel to other branches or locations may be required.
ADA and Physical Requirements Primarily sedentary work with limited physical exertion and occasional lifting of up to 25 lbs. Must climb/descend stairs in emergencies. Operate routine office equipment. Use computer 6–8 hours per day. Work extended hours when required. Reliable attendance.
Working Conditions Work indoors in a climate‑controlled environment and outdoors in inclement weather as needed.
Mental And/or Emotional Requirements Perform responsibilities independently with limited supervision and effectively as part of a team. Follow written and oral instructions. Communicate clearly and deliver information logically. Perform accurate basic mathematical calculations. Handle diverse personalities calmly, professionally, and with discretion. Maintain composure under deadline pressure and fast pace. Exercise discretion on confidential matters.
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ew procedures as they apply to servicing loans, including the processing of loan documents, preparing reports, letters, and notices to members. Processes requests in all EastRise channels of emails, facsimiles, and phone calls to assist members with a wide variety of concerns. Provides the highest level of quality member service directly with members and acts as a resource for others in the department and throughout the organization. Servicing loan products post loan origination/closing as well as ongoing member support.
Major Duties And Responsibilities
30%
Provide top‑level timely service when handling telephone, chat, and email communication with members, vendors, and outside parties, with member experience and satisfaction always in mind. Support organization staff via in‑person, telephone, and electronic/email support. Engage directly with members and the EastRise team to answer questions regarding mortgage, consumer, and commercial loan documents, balances owing, escrow status, payment breakdown, and other loan matters. Troubleshoot account‑specific problems and identify anomalies that may indicate larger issues. Maintain thorough understanding of the organization’s products, lending policy, and regulatory requirements that apply to loan servicing.
25%
Service loans within the portfolio, including loan system setup/review for integrity of key loan data fields, processing member requests for loan transactions, payoff requests, disbursements, billing/statements, loan research and maintenance via all EastRise channels. Take action on requests, workflows, and emails. Create/update procedures. Ensure risk mitigation across the portfolio for compliance. Responsible for loan report reviews, performing system maintenance, and ensuring data integrity throughout the portfolio, including quality control and verification processes.
25%
Perform assigned loan servicing functions such as training and development of staff, leading department projects and functions, escrow set‑up, disbursements, escrow analysis, credit bureau reporting and disputes, insurance plan servicing (collateral protection, debt protection, GAP, credit insurance), loan modification review, preparation and system updates, insurance claims, tracking to ensure perfected lien position, investor and participation reporting, remits and reconciliation, discharges, releases, and other loan servicing activities. Lead Department initiatives, special projects, procedure and workflow updates, and training with guidance from Managers and Supervisors.
10%
Work directly with investors, taxing authorities, insurance agents, internal departments, branch personnel, attorneys, and auditors on loan servicing inquiries and problems. May coordinate and act as Loan Servicing point person for audits and examinations. Complete required forms, documents, or notices for private mortgage insurers, third‑party vendors, government entities, or investors as directed.
10%
Perform system software regression and testing for upgrades, processes, and functionality. Conduct specific tests to examine system tools from an end‑user perspective. Support cross‑training in various duties to provide coverage within the department. Act as backup for all Loan Servicing duties as needed. Assist management in identifying efficiencies and recommending process changes or expense reductions.
Knowledge And Skills Experience Three to five years of similar or related experience, including preparatory experience.
Education / Certifications / Licenses A high school degree or equivalent.
Interpersonal Skills A significant level of trust, credibility, and diplomacy is required. Must conduct in‑depth dialogues, conversations, and explanations with customers, direct and indirect reports, and outside vendors on sensitive or highly confidential matters. Communicate with subject‑matter experts and managers at all levels.
Other Skills Competencies include: at least 18 years of age; favorable background, credit, criminal, bondability, and reference checks; Vehicle check when required. Travel to other branches or locations may be required.
ADA and Physical Requirements Primarily sedentary work with limited physical exertion and occasional lifting of up to 25 lbs. Must climb/descend stairs in emergencies. Operate routine office equipment. Use computer 6–8 hours per day. Work extended hours when required. Reliable attendance.
Working Conditions Work indoors in a climate‑controlled environment and outdoors in inclement weather as needed.
Mental And/or Emotional Requirements Perform responsibilities independently with limited supervision and effectively as part of a team. Follow written and oral instructions. Communicate clearly and deliver information logically. Perform accurate basic mathematical calculations. Handle diverse personalities calmly, professionally, and with discretion. Maintain composure under deadline pressure and fast pace. Exercise discretion on confidential matters.
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