Loan Services Support Specialist

**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 w…