Job Overview The Loan Services Support Representative is expected to provide exceptional service to both internal and external customers. This position serves as a key point of contact for member inquiries, business partners, and internal departments, requiring timely responses, professionalism, and a commitment to delivering positive customer experience. Answering incoming phone calls and resolving customer questions efficiently and accurately is an essential function of this role. A strong attention to detail, excellent communication skills, and the ability to adapt to changing business needs are essential for success in this position. Responsibilities • Provide exceptional service to members, business partners, and internal departments. • Respond to incoming phone calls, emails, and service requests in a professional, timely, and accurate manner. • Research and resolve member inquiries related to loan servicing, escrow accounts, insurance, taxes, and other servicing functions. • Serve as a resource for internal departments by providing information and assistance regarding loan servicing processes. • Escalate complex issues appropriately while maintaining ownership of the member experience. Escrow Administration • Assist the Senior Loan Services Representative with escrow account administration and servicing activities. • Support the preparation and completion of annual escrow analyses for applicable mortgage loans. • Review escrow account activity for accuracy, identifying shortages, surpluses, and required adjustments. • Assist with generating escrow statements and ensuring timely member notifications. • Research and resolve escrow discrepancies and unusual account activity. Property Tax Administration • Coordinate with third-party tax vendors to ensure timely and accurate property tax payments. • Monitor tax payment files, exception reports, and tax bill updates. • Investigate and resolve tax-related issues, including missing tax bills, payment discrepancies, and jurisdictional questions. • Serve as a liaison between vendors, members, and internal departments regarding escrowed property taxes. Insurance and PMI Administration • Process homeowner's insurance premium payments from escrow accounts. • Process PMI premium payments and maintain accurate records. • Review insurance documentation and ensure adequate coverage is maintained. • Assist with insurance-related inquiries and issue resolution. • New Loan Escrow Setup • Conduct initial escrow analyses for newly originated and newly boarded mortgage loans. • Verify property tax and insurance information to ensure proper escrow setup. • Calculate monthly escrow payments and required escrow deposits in accordance with RESPA requirements and company guidelines. • Ensure accurate setup and maintenance within servicing systems. Delinquent Tax Monitoring • Review delinquent tax reports received from tax authorities and vendors. • Research delinquent tax notifications and take appropriate action to protect the credit union's lien position. • Maintain tracking logs and documentation related to delinquent property taxes. • Communicate with borrowers and internal stakeholders regarding delinquent tax issues as needed. General Loan Servicing Support • Assist with additional loan servicing responsibilities as assigned, including support for consumer, mortgage, business, and lease servicing operations. • Maintain accurate records and documentation within servicing systems. • Identify opportunities for process improvements and efficiencies. • Support departmental projects, cross-training efforts, and operational initiatives. • Maintain compliance with all applicable regulations, investor requirements, policies, and procedures. Qualifications and Education Requirements Required • High school diploma or equivalent. • Minimum of one year of customer service, financial services, or administrative experience. • Strong communication skills, both verbal and written. • Demonstrated ability to provide exceptional customer service. • Ability to manage multiple priorities in a fast-paced environment. • Strong attention to detail and accuracy. • Proficiency with Microsoft Office applications. Preferred • Experience in loan servicing, mortgage servicing, escrow administration, insurance products, dealer services, or financial services. • Familiarity with FICS or comparable loan servicing systems. • Understanding of mortgage escrow administration, taxes, insurance, and PMI processing. • Previous call center or member service experience. Key Competencies • Exceptional customer service and member focus • Professional verbal and written communication • Attention to detail and accuracy • Organization and time management • Problem-solving and critical thinking • Accountability and follow-through • Adaptability and flexibility • Teamwork and collaboration • Ability to handle sensitive and confidential information • Commitment to delivering a positive member and employee experience