Consumer Lending Member Service Specialist

UFCU Main•Austin, TX

17d•Onsite

About The Position

The Consumer Lending Member Services Specialist (CLMSS) serves as a subject matter expert for all items related to consumer loans post-funding. This role builds and maintains successful member relationships by owning the servicing process and ensuring its fulfillment for all consumer loans. The CLMSS accurately reviews and analyzes loan performance, computing complex financial calculations for loan adjustments and modifications. This role proficiently processes loan re-amortizations and interest calculations, while interpreting, analyzing, and providing applicable and accurate guidance to members regarding consumer lending products and services. The CLMSS assists members by handling a high volume of calls and service requests of varying complexity in a prompt and professional manner. This role interacts with and serves internal departments, and vendors of the Credit Union, ensuring supporting documentation and records are accurately prepared according to UFCU policies, standards, and all legal requirements. The CLMSS reports to the Manager – Consumer Lending Member Services. About UFCU Our Credit Union was founded in 1936 and has grown to serve members throughout Texas and beyond. At UFCU, we are more than just a financial institution, and our people are more than just employees. We are dedicated to our purpose of empowering our Members to achieve financial success and build brighter futures . In pursuit of our aspiration that UFCU is loved by millions of Members and built to thrive for generations , we are guided by our values: Purposefully Member-Obsessed We are driven by a profound sense of empathy to deeply understand our Members’ needs and preferences, what brighter futures means to them, and the obstacles in their way. We act in our Members’ best interests, forever seeking to empower their financial success. Possibilities Reimagined We are inspired to courageously experiment, learn, and iterate in pursuit of positive impact for our Members, UFCU, and coworkers. We challenge assumptions, embrace diverse perspectives, and make use of data and insights. Performance Excellence Rooted in Unwavering Integrity We do the right thing, always. We champion teamwork, accountability, continuous improvement, and celebrate successful outcomes of others, fostering an inclusive environment of excellence and collaboration.

Requirements

Comprehensive understanding of financial calculations such as re-amortization of loans and interest calculations.
Comprehensive understanding of consumer loan servicing process and all related required disclosures and regulations.
Strong understanding of consumer lending products and services.
Advanced teamwork and interpersonal skills including active listening, and demonstrated ability to treat others with respect.
Strong analytical and problem-solving skills, particularly regarding complex financial information.
Strong organization skills with excellent attention to detail and accuracy.
Strong verbal and written communication skills.
Ability to work both effectively as a team and independently to accomplish objectives.
Ability to adapt to changing circumstances and perform new responsibilities with flexibility.
Ability to proactively identify and take on new responsibilities.
Ability to effectively manage time and resources.
Ability to work comfortably in a fast-paced, high-volume call center.
Ability to exercise sound judgment and act responsibly in the member’s and the Credit Union’s best interests.
Ability to take ownership of work.
High school diploma or equivalent
Minimum of three (3) years of Customer Service Call Center related to consumer lending products, services, and industry regulations
Minimum of two (2) years of effectively using multiple computer programs simultaneously
Minimum of two (2) years of experience in the financial industry
Familiarity with posting funds and performing transactions from general ledgers
Must be bondable

Nice To Haves

Bachelor’s degree in business, finance or related field
Minimum of five (5) years of contact center experience in lending
Experience with Symitar (Episys), Crystal Reports, or other SQL query software
Experience with accounting, credit, and lending principles
Experience with credit union products and services, policies, procedures, laws, and regulations beyond those in Consumer Lending
Bilingual in English and Spanish
Credit Union or financial industry experience

Responsibilities

Demonstrate and apply comprehensive knowledge and consultative delivery of lending products and services by phone and through other delivery channels.
Evaluate member needs and provide appropriate lending solutions, focusing on the overall member experience.
Accurately perform transactions, including returned items and all subsequent loan adjustments for payment reversals.
Process and handle internal/external correspondence in a precise and professional manner, to include uploading of items in DocuSign/fax folders for all Consumer Lending areas.
Resolve all member service requests of varying complexity received via various business channels.
Respond to member requests in a timely manner while displaying professional telephone etiquette.
Effectively manage inbound and outbound calls in a high call volume environment.
Handle and process mail items for the department (including sending, sorting, picking up, distributing).
Process lending payoff checks and releasing of titles and/or liens.
Consistently meet or exceed metrics, quality goals, and monitoring requirements.
Perform administrative and other departmental duties as needed, including but not limited ordering department supplies.
Adhere to all company policies, procedures, and business ethics codes.
Complete required regulatory training as assigned.
Maintain strict adherence and compliance to all laws, rules, regulations and internal controls specific to the role, including but not limited to Bank Secrecy Act, Anti-Money Laundering, USA Patriot Act, OFAC and Fair Lending regulations.