Loan Servicing Representative

Oyster Point Bldg. 11742 Jefferson Ave Newport News, VA 23606, USA

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

Loan Boarding & Documentation

Qualifications

Our Keys to Success

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.

Equal Opportunity Employer / Protected Veterans / Individuals with Disabilities

This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.

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