Job Summary
The Loan Maintenance Specialist role involves managing various loan servicing functions, including processing requests to convert variable-rate portions of Home Equity Lines of Credit (HELOC) to fixed-rate portions, handling complex loan maintenance requests, and managing reconveyance, amortization charts, and skip pay requests. The position ensures that all loan transactions, adjustments, and documentation are accurate and compliant with company policies and regulatory standards. The role also involves responding to member and internal staff inquiries, providing exceptional member service, and supporting team objectives by completing additional tasks as assigned by management.
Responsibilities
- Process requests to convert variable-rate portions of Home Equity Lines of Credit (HELOC) to fixed-rate portions, ensuring accurate calculations, compliance with policies, and timely updates to loan terms.
- Review and process complex loan maintenance requests, including modifications, adjustments, or restructures. Analyze the request details, verify required documentation, and collaborate with internal teams to ensure compliance with company policies and regulatory guidelines. Maintain detailed records of all actions taken and follow up as needed to ensure resolution.
- Review and process reconveyance requests for paid-off or settled HELOCs, ensuring that all necessary documentation is complete and accurate. Update loan records, release liens, and ensure the timely filing of reconveyance documents. Maintain accurate records of all reconveyance activities for compliance and future reference.
- Generate and review amortization charts for loans, ensuring accurate calculation of principal and interest payments over the life of the loan. Verify all loan terms and conditions are correctly reflected, and provide members with clear, detailed charts upon request. Ensure compliance with company policies and regulatory requirements while maintaining accurate records of all processed amortization charts.
- Review and process loan skip pay requests in accordance with company policies and eligibility requirements. Update loan records to reflect the skip payment, and ensure that any adjustments to payment schedules are accurate. Maintain accurate records of all skip pay transactions for compliance and future reference.
- Respond promptly and professionally to incoming phone calls from both members and internal staff, addressing a wide range of inquiries related to accounts, loan products, services, policies, and procedures, while ensuring a positive and helpful experience.
- Complete additional tasks and responsibilities as delegated by management, ensuring timely and accurate execution while maintaining compliance with company policies and contributing to team objectives.
Knowledge, Skills & Abilities
- Knowledge of member service best practices, handling inquiries, and managing member expectations professionally and effectively.
- Strong ability to analyze and verify loan documentation, ensure correct calculations, and maintain accurate records for various loan servicing functions.
- In-depth understanding of financial regulations and company policies regarding loan products, ensuring all actions and adjustments are compliant with industry standards.
- Capable of handling complex loan maintenance requests, identifying issues, and working with internal teams to resolve discrepancies and ensure timely resolution.
- Excellent communication and interpersonal skills to respond professionally to member and staff inquiries, providing clear and helpful information while maintaining a positive member experience.
- Strong organizational skills to manage multiple loan processing tasks simultaneously, ensuring timely and accurate completion of all duties.
- Ability to work effectively with internal teams, including loan servicing and compliance departments, to ensure smooth processing and resolution of requests.
- Flexible and able to handle additional tasks or responsibilities as assigned, maintaining focus on quality and compliance while contributing to team goals.
- Strong ability to maintain thorough, accurate, and organized records of loan processing activities for compliance and future reference.
Qualifications
- High School Diploma or equivalent required; associate’s degree in business, finance, or a related field preferred.
- Minimum 1-2 years internal Lending Operation experience OR minimum of 2-3 years of experience in loan servicing, mortgage operations, or financial services, with a focus on home equity loans or HELOCs.
- Proven ability to manage multiple tasks and projects simultaneously, ensuring all lending operations are carried out in a timely, organized, and efficient manner.
- Experience in loan maintenance, loan processing, or similar roles in the financial industry, particularly handling requests such as loan conversions and reconveyance, is a plus.
- Strong understanding of loan servicing functions, including home equity lines of credit (HELOC), fixed and variable rate loan conversions, amortization schedules, and reconveyance procedures.
- Proficiency in using loan servicing systems, databases, and standard office software (e.g., Microsoft Office Suite).
At OnPoint, we believe a workplace that reflects the richness of the world fosters a welcoming and empowering environment for everyone. We're committed to equity and inclusion, and consider all qualified applicants embracing every race, religion, color, sex, national origin, age, sexual orientation, gender identity, disability or veteran status, and your unique background.
We encourage you to apply if you're passionate about this opportunity and have the core qualifications. Your unique experiences and skills are what make you a strong candidate. Don’t let imposter syndrome hold you back! Our recruitment process is designed to be inclusive and accessible to all. If you need any accommodation(s) during the application or interview stage, please let us know. We're dedicated to providing what's necessary to ensure a fair and inclusive experience.
