We’re Hiring: Loan Servicing Officer (Part-Time)

ABOUT THE ROLE

Hebrew Free Loan is seeking a self-motivated, detail-oriented team player with excellent communication and relationship-building skills to help ensure that our loans are repaid on a timely basis. We have a 99% repayment rate, but with nearly 1,600 active loans in the community, we are hiring a Loan Servicing Officer. This person will manage communications with loan recipients about payment-related matters, as well as adjust payment schedules, update banking information, and handle collections activities when needed.

This is a new position created to ensure that loans are being repaid and that Hebrew Free Loan is taking appropriate action when loan recipients fall behind in their payments. Our interest-free community lending model operates within a delicate ecosystem. We are a social service agency dedicated to helping people in difficult times, providing them with financial support to overcome hardships and pursue their dreams. At the same time, we depend on payments from our existing loan recipients to have sufficient funds to help the next person in need. The sustainability of our model depends on loans being repaid so that funds can be continually recycled to help others.

Hebrew Free Loan is based in San Francisco, but our team is primarily remote with occasional in-person workdays. The Loan Servicing Officer will be joining our collaborative, fast-paced, twelve-person staff and will work closely with our 8-person loan team. This position will report to our Director of Data Solutions and Analytics.

ABOUT HEBREW FREE LOAN

For 127 years, Hebrew Free Loan has been helping individuals and families throughout Northern California’s Jewish community become financially self-sufficient. Based on the Jewish values of tzedakah (justice/charity), gemilut hasadim (acts of loving kindness), and tikkun olam (repairing the world), we provide interest-free loans to meet a wide range of needs. Loan types include small business, debt consolidation, fertility, first-time homebuyer, student, disaster relief, and many more. We serve Jewish individuals, families, and small business owners, as well as non-Jewish employees of Jewish organizations, members of interfaith families, and non-Jewish students from lower-income homes. We currently have $22.6M in loans out in the community, assisting 1,565 borrowers. This is the highest in our agency’s history, representing a 43% increase in the number of loans and a 107% increase in the amount of loans compared to five years ago.

PRIMARY ROLE AND RESPONSIBILITIES

Manage Payment-Related Communications

  • Answer phone and email inquiries regarding loan balances and payment status
  • Send email reminders to borrowers when loan payments are starting and when payment amounts are increasing
  • Collect updates to banking information as needed for payment processing (sending change forms to loan recipients and updating information in Salesforce)
  • Process one-time credit card loan payments when needed
  • Respond to requests for modifying payment amounts or temporary payment forbearance
  • Maintain summaries of interactions with borrowers in the loan management system

Manage Payment Failures

  • Record payment reversals (e.g., insufficient funds, account closed, etc) in the Salesforce-based loan management system and send notification emails to borrowers
  • Follow up with borrowers via email, text, and phone to reschedule unsuccessful payments

Coordinate Collection Activities

  • Compile a list of borrowers having difficulty with payments for collections meetings with the loan team
  • Perform prescribed payment collections procedures to escalate efforts for collecting overdue loan payments, including communications with borrowers and guarantors
  • Work with an outside collections agency when the team determines that a loan should be written off and turned over for external collections

Additional Responsibilities

  • Perform other duties as assigned to support the Director of Data Solutions and members of the loan team with payment-related communications and activities

QUALIFICATIONS

  • Detail-oriented with excellent organizational skills; ability to track loans and payments for multiple loan recipients and guarantors (including historical information about previous loans)
  • Good people-relating skills; communicate well on the phone and via email; demonstrate patience and kindness in interactions with loan recipients and guarantors; be compassionate yet firm in pursuing loan payments
  • Excellent administrative and technology skills. Proficient in Excel and other Microsoft Office applications; experience with Salesforce; ease in learning other software programs
  • Comfortable working as part of a highly engaged, collaborative staff; a team player who is flexible and adaptable to changing needs
  • Sense of humor

ADDITIONAL PREFERRED EXPERIENCE

  • 2-3 years of experience working with nonprofits
  • Customer service experience or social work background
  • Knowledge of and experience with the Jewish community and culture

This is a 20-hour per week salaried position, based on a 35-hour work week. Compensation commensurate with relevant experience (Part-time salary range: $40K-50K). This position offers excellent benefits, full medical and dental insurance, and a 403(b) plan. Generous holiday and vacation policy.

To apply, please email your resume and cover letter to Marina Levy (marina@hflasf.org).