Job Title: Loan Servicing Specialist
Department: Loan Servicing
Reports to: Loan Servicing Default Director
This position is located in Berea, Kentucky and is a Part Time position, working 10am - 5pm
Job Summary:
The Loan Servicing Specialist is responsible for independently managing complex and high-risk delinquent accounts. This role requires an experienced and proactive professional capable of navigating sensitive financial situations with tact, discretion, and strategic decision-making. The representative will demonstrate advanced proficiency in collections processes, financial recordkeeping, and customer service while supporting the organization’s financial health.
Key Responsibilities:
-
Contact delinquent borrowers via phone, mail, or in-person outreach to collect payments and negotiate repayment plans.
-
Manage a portfolio of complex and high-risk accounts with minimal supervision.
-
Recommend and implement appropriate collection strategies based on account analysis and payment history.
-
Maintain accurate and up-to-date financial records, including accounts receivable, credit history, and activity notes.
-
Resolve customer disputes in collaboration with internal departments such as Lending, Finance, or Compliance.
-
Ensure full compliance with federal and state laws, industry regulations, and Fahe’s internal policies and procedures.
-
Provide informal guidance and mentorship to junior team members as needed.
-
Daily, timely response to assigned tasks, connected chatter, and other colleague interaction requested via Salesforce.
-
Performs other functions as necessary or as assigned.
Qualifications & Requirements:
-
High school diploma or equivalent required; additional training or certifications in finance, credit, or collections preferred.
Experience:
-
Minimum of 1-2 years of collections or related financial experience, or 2+ years with specialized training in collections or credit counseling.
-
Fannie Mae and Freddie Mac Servicing knowledge
-
Certifications/Licenses: N/A
-
Skills:
-
Demonstrated ability to work independently with sound judgment and professionalism.
-
Excellent communication and negotiation skills with the ability to de-escalate challenging conversations.
-
Strong organizational and time management skills, with attention to detail.
-
Proficiency with financial systems and data entry; prior experience with loan servicing software and CRM tools preferred.
-
Experience working in a mission-driven or nonprofit lending environment.
-
Bilingual ability is a plus.
Work Environment & Physical Requirements:
-
Work is primarily performed in a standard office setting (remote or in-office depending on location).
-
Must be able to sit and use a computer for prolonged periods.
-
Occasional lifting of up to 15 lbs may be required.
-
Reasonable accommodations will be made upon request.
