Loan Servicing Representative

Job Summary:

Accurately and efficiently services all loan types, including mortgage, HELOCs, auto, and unsecured loans, in a fast-paced, member-focused environment. Handles a wide range of loan maintenance tasks such as payment processing, credit reporting disputes, title updates, loan modifications, and document tracking, while ensuring compliance with regulatory guidelines and internal policies. Serves as a subject matter expert and provides high-quality support and timely resolutions to inquiries from members, branches, CUSO partners, and third-party vendors. Manages final loan documents, coordinates delivery of government-backed loan paperwork (FHA, VA, FNMA), and ensures accurate uploads to the document repository. Collaborates with internal teams to streamline processes and enhance member service.

Essential Functions, Duties, and Responsibilities:

Mortgage and Consumer Loan Maintenance & Payment Processing

• Processes loan modifications (e.g., extensions, re-amortizations) per credit union policy.
• Properly maintains accurate loan records, ensuring payments, payoffs, and adjustments are properly documented.
• Resolves discrepancies on payments, escrow accounts, insurance, and interest calculations.
• Manages escrow account administration, including timely payments, adjustments, and refunds in accordance with RESPA and other regulatory requirements.
• Monitors and processes collateral protection and force-placed insurance on applicable loan types.

Credit Reporting Disputes

• Handles credit report disputes in compliance with FCRA and internal policies.
• Provides member resolutions through research and coordination with credit bureaus.
• Maintains detailed documentation of all dispute investigations and resolutions and ensures Data Furnisher Certification is up to date.

Title Maintenance & Lien Perfection

• Manages lien placement, title updates, and releases for auto and real estate loans.
• Works with partners (e.g., DMV) to resolve title-related issues and process total loss claims.
• Ensures compliance with all state and federal regulations regarding title and lien documentation, including the timely completion of certificates of satisfaction.

Loan Boarding & Documentation

• Boards and services new and refinanced mortgage loans across all types, including GNMA, FHA, FNMA, VA, conventional, HELOCs, and construction loans from correspondent lenders.
• Ensures timely HELOC recording and maintains complete and accurate loan files.
• Collects, verifies, and scans final documents into OnBase; follows up with vendors, title companies, attorneys, and courts to complete files.
• Sends electronic loan files to investors as required and assists with audits.

Compliance & Portfolio Management

• Maintains GNMA, FNMA, VA, and FHA loan servicing and reporting requirements.
• Ensures regulation compliance including RESPA, TILA, CFPB, GLBA, and the Biggert-Waters Act.
• Processes payment exception reports, payoff requests, and ensure timely disbursement of property taxes and insurance.
• Performs reconciliations of investor custodial accounts and support investor delivery processes.

Qualifications:

• Two years of experience with a financial institution in an operational or member facing position required.
• Experience in loan processing operation or related area preferred.
• Associate or bachelor's degree in finance, business, or a related field preferred.

Our Keys to Success:

• Service Champion - Adopts a service orientation, building trusting relationships and delivering value for associates, members, and communities.
• Langley Ambassadors - Demonstrates a passion for Langley's vision, encouraging diversity, equity and inclusion while considering Langley's values when making decisions and taking accountability for delivering results.
• Agile in Action - Adapts to changes in the business, demonstrating innovation to improve Langley and advance the business into the future.
• Team Driven - Collaborates across Langley, communicating with transparency and prioritizing a team-based approach that delivers optimal outcomes for associates, members, and communities.
• Continuous Learners - Maintains an understanding of Langley's business and how value is delivered to members and actively pursues opportunities to grow oneself and strengthen the organization.

Physical Requirements:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions, duties, and responsibilities of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is frequently required to sit and occasionally required to stand and walk. Use of the hands and fingers is frequently required to operate standard office equipment such as a computer, keyboard, mouse, phone, etc. Employees must have the ability to speak and hear. Specific vision requirements for the job include close vision (at 20 inches or less).

Working Conditions:

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Work is generally completed in a climate-controlled, indoor call center environment where the noise level can range from quiet to moderate.

This job description is not designed to cover or contain a comprehensive listing of functions, duties or responsibilities that are required of the employee. Functions, duties, and responsibilities may change, or new ones may be assigned at any time with or without notice.