Lending Services Specialist

About BrightStar: As a member of BrightStar Credit Union, you'll join a dynamic, purpose-driven organization that prioritizes its employees and members. We offer excellent benefits, advanced opportunities, and exceptional training. Founded in 1946 as a community-based credit union focusing on educators, we expanded to serve 23 counties across Florida. As a Trusted Advisor, BrightStar offers a diverse range of financial services and opportunities. BrightStar Credit Union is committed to creating a diverse, inclusive work environment where everyone has a chance to succeed and feel a sense of belonging. Our work environment is fun, fast-paced, and service-oriented. What we offer: Weekly pay with a BSCU account and Direct Deposit Medical, Dental, and Vision 401 (k) Plan with Matching Tuition Reimbursement Program Supplemental Benefits Engagement Area Wellness Studio & Gym Company-Paid Life Insurance Health Savings Account with Company Contributions About the Role: The primary role of this position is to support the administration and servicing of consumer, mortgage, and commercial loan portfolios while delivering exceptional service to internal and external members. This position is responsible for ensuring accurate loan servicing, compliance with regulatory requirements, timely resolution of servicing issues, and maintenance of loan-related records and transactions. This is accomplished by providing the highest quality of service to both internal and external members. In addition, under the direction of the Lending Services Leadership or Chief Lending Officer, will address and resolve loan servicing issues by acting as a knowledgeable resource for members, providing clear and accurate information about their loans. Essential Functions & Responsibilities: Provide outstanding service to each internal and external member as defined by our Service Standards and Promise to always provide BRIGHT service. Adhere to all BrightStar policies and procedures as well as regulatory requirements. Accurately disburse funds on new Consumer, Mortgage, and Commercial loans - ensuring proper loan setup on servicing systems. Review and audit loan histories, correcting any discrepancies. Maintain various general ledger accounts used in loan servicing, ensuring a balanced report is provided to Accounting within three business days after the end of the month. Monitor escrow accounts, assist with real estate tax and insurance payments, conduct the annual escrow analysis, and prepare 1098 reports. Monitor insurance coverage and process payments by reviewing reports, contacting insurance agencies, and forwarding policies to carriers. Process disbursement & refunds for force-placed insurance, adjust loan payments as needed, and send notifications. Process cancellations, remittances, and refunds for ancillary products including GAP, Mechanical Breakdown Protection (Warranty), Debt Protection, and Credit Life/Disability products. Process claims and payment transactions related to life and/or disability loan protection. Other loan servicing duties and functions necessary to maintain compliance and ensure member satisfaction, including but not limited to quality control, title perfection, satisfaction of mortgage, payoff requests, and skip-a-pay requests. Manage and resolve assigned work items through the credit union's ticketing and workflow management systems, ensuring timely completion, documentation, and follow-up. Collaborate with internal departments, including Lending, Branch Operations, Collections, Accounting, and Contact Center teams, to research and resolve loan servicing requests and account-related issues. Communicate directly with members and third-party vendors as necessary to resolve loan servicing matters, answer inquiries, and provide exceptional member service. Participate in the implementation, testing, and maintenance of new systems, products, processes, and operational initiatives related to lending and loan servicing. Assist with various projects by documenting requirements, performing testing, identifying process improvements, and supporting organizational initiatives designed to enhance efficiency, service quality, and regulatory compliance. Maintain knowledge of and comply with applicable federal and state laws, regulations, and credit union policies, including but not limited to BSA/AML, OFAC, FCRA, Fair Lending, UDAAP, Information Security, Privacy, and loan servicing requirements. Complete all required compliance training in a timely manner. Other job-related duties as assigned. Minimum Expectations of Knowledge and Skills: Experience: Two or more years of loan servicing, lending operations, mortgage servicing, financial institution operations, or related experience required. Credit union experience preferred. Education: A high school education or GED. Interpersonal Skills - Work involves contact with persons beyond immediate associates regarding routine matters to give or obtain information that may require some discussion. Outside contacts take the form of service to the public (members or vendors), requiring ordinary courtesy in providing assistance and information. Strategic Thinking Skills: Determining weaknesses, strengths, opportunities, and operational effectiveness. Ability to identify problems, brainstorm and analyze answers, and implement the best solutions. Other Skills: Excellent Problem-Solving/Analysis skills, excellent communication and writing skills, and excellent conceptual thinking and analytical skills. Maintain accurate electronic records, imaging documentation, and servicing notes in accordance with record retention requirements and departmental procedures. Demonstrated ability to manage multiple priorities, meet deadlines, and effectively organize work in a fast-paced environment. Proficient in Microsoft Office applications, including Excel, Word, Outlook, and other software systems utilized within the Credit Union. Compliance: Employees must uphold the credit union's compliance with the Bank Secrecy Act and anti-money laundering policies and procedures. Specific functions with B.S.C.U. will consider the awareness of unusual or suspicious activity relevant to the department. In addition to any other assigned training courses, online B.S.A. and O.F.A.C. courses must be completed at least annually, as made available by the Training and Compliance Department. Maintains comprehensive knowledge of the Bank Secrecy Act, Customer Identification Program, U.S.A. Patriot Act, O.F.A.C., Fair Lending, and Credit Card Act. Physical Requirements: The physical demands described here represent those that an employee must meet to perform the essential functions of this job successfully. Reasonable accommodation may enable individuals with disabilities to perform basic functions. While performing the duties of this Job, the employee is regularly required to sit, use hands to finger, handle, or feel, and talk or hear. The employee is frequently required to walk and reach with hands and arms. The employee must occasionally stand, stoop, kneel, crouch, or crawl. The employee must often lift and move up to 10 pounds. Specific vision abilities required by this job include close vision, color vision, and the ability to adjust focus. Work Environment: The work environment characteristics described here represent those an employee encounters while performing this job's essential functions. Reasonable accommodations may enable individuals with disabilities to perform essential functions. BrightStar Credit Union is an Equal Opportunity Employer. BrightStar Credit Union is a Drug-Free Workplace.