Senior Loan Payments Processor

Description

CIVIC CULTURE

Our organization believes we can all do well by doing good. We value the contributions of diverse minds and prioritize the success and well-being of our employees. We also believe every person in our organization plays a role in supporting a healthy environment and helping to achieve our goal of prosperity for all. To this end, we recruit bright, energetic, and talented people to be members of our team. In return, we offer a dynamic workplace that presents opportunities for professional advancement and individual growth. We strive to always display integrity, self-awareness, courage, and respect for one another while continuing to seek opportunities to learn. We really believe that when our employees succeed, our community wins. 

ABOUT THE POSITION

The Senior Loan Payments Processor is responsible for the accurate and timely processing of all physical loan payments received for consumer loan products, including credit cards, HELOCs, personal loans, and first mortgages. This role also manages the daily processing and reconciliation of lockbox payment files from external vendors, ensuring funds are properly applied to member accounts. The Senior Loan Payments Processor serves as the subject matter expert in researching complex payment issues, handling returned or misapplied payments and coordinating loan payoffs and lien releases in partnership with Loan Operations and Collateral Management. This position ensures the integrity of loan servicing data and plays a critical role in maintaining accurate loan records and a smooth member experience behind the scenes.

NORMAL DAY-TO-DAY WORK

1. Accurately process all incoming physical loan payments for consumer loans, including mortgage, HELOC, credit card, and installment loan products.
2. Download and reconcile daily lockbox payment files from third-party processors; validate, post, and audit payment batches in the core system.
3. Research and resolve payment exceptions, misapplications, or discrepancies by reviewing payment history, loan terms, and account status.
4. Coordinate with Loan Operations and Collateral Management to ensure timely processing of loan payoffs and releases, including validation of balances and lien release triggers.
5. Prepare and verify payoff statements upon request and ensures they reflect correct interest accruals, fees, and escrow balances where applicable.
6. Monitor and respond to returned items or failed payment transactions, initiating corrections or follow-up actions as needed.
7. Maintain and archive all supporting documentation related to physical payments, lockbox batches, adjustments, and reconciliations in accordance with internal audit and compliance policies.
8. Escalate system or process anomalies to the Consumer Loan Operations Manager and assist in developing solutions to reduce recurring issues.
9. Participate in updating or maintaining departmental procedures, job aids, and payment-related documentation standards.
10. Provide training or guidance to junior staff and assists with escalated or complex payment servicing matters.
11. Support reconciliation of loan payment general ledger accounts and work with Accounting or Finance to resolve variances.
12. Act as a backup for other functions in the loan payments area during high-volume periods or staff absences.
13. Take ownership for actions, decisions, and results; openly accept feedback and demonstrate both the willingness and ability to improve.

JOB QUALIFICATIONS

Here are a few skills you MUST have to be qualified for this position.

1. 4 – 6 years of experience in loan payment processing, loan servicing, or back-office operations in a credit union, bank, or financial institution.
2. In-depth knowledge of consumer loan payment application, including amortizing and revolving loans, and HELOC and mortgage payment schedules.
3. Experience with lockbox file processing and reconciliation of third-party batch payments.
4. Familiarity with payoff calculation, loan closure workflows, and collateral/lien release coordination.
5. Strong technical proficiency in core banking and loan servicing systems, with high attention to accuracy and timeliness.
6. Excellent organizational and analytical skills to research payment issues and complete timely resolutions.
7. Ability to communicate clearly and professionally with internal partners and escalate complex issues when appropriate.
8. Ability to function in a Consumer business office environment and utilize standard office equipment including but not limited to: PC, copier, telephone, etc.
9. Ability to lift a minimum of 25 lbs. (file boxes, computer).
10. Travel required on occasion.

Here are a few qualities we’d LIKE for you to have to make you more suited for this position.

1. Experience using DNA (Fiserv), or similar loan servicing systems.
2. Working knowledge of lockbox platforms or remittance processing vendors.
3. Understanding of loan-related GL accounts and reconciliation practices.
4. Familiarity with lien perfection, vehicle title systems, or county recording processes.
5. Bilingual (Spanish) is a plus.

CONTACT US

If you have questions about this position description, please feel welcome to ask. You can reach our HR Department at: 

Civic Human Resources

3600 Wake Forest Road, Raleigh, NC 27609 

[email protected]