Consumer Loan Servicing - Consumer Loan Servicing Specialist

Golden 1 Talent Acquisition Team • Sacramento, CA

88d • $25 - $27

About The Position

As a consumer loan servicing specialist, you will provide a seamless experience for our members in managing their loans, while supporting leadership with department level initiatives and testing. This experienced level position plays a crucial role in driving innovation and implementing process improvements. This position requires an advanced understanding of loan servicing operations, analytical skills, and the ability to collaborate with cross-functional teams. A specialist supports technician level staff, while supporting requests that require special handling up to vendor or project involvement. Key responsibilities include, projects, validations for system updates, new products, and product improvements. In addition, tracking production and service level agreements, quality control support, complicated research, and escalations. Team collaboration and positive communication, while demonstrating adaptability and resilience.

Requirements

• Successful completion of high school curriculum and/or equivalent work experience.
• 3 or more years at a financial institution performing customer service in the financial industry.
• Focus on complex tasks and process improvement, extensive loan research and resolution, report creation and analysis.
• Training and mentorship experience, testing and validating experience, vehicle and home titling and release processing.
• Experienced level in servicing ancillary loan products.
• In-depth knowledge of loan products, regulations, and industry best practices.
• Experience in consumer loan products, with emphasis on loan servicing experience.
• Advanced knowledge of California DMV motor vehicle regulations pertaining to vehicle titling and release regulations.
• Strong analytical and problem-solving skills.
• Excellent communication and interpersonal skills.
• Detail-oriented with excellent organizational abilities.
• Ability to multi-task with a high level of accuracy.
• Working knowledge and ability to use Microsoft Office software and standard office equipment.

Nice To Haves

• Nationwide Mortgage Licensing System (NMLS) may be required.
• Good follow-up skills.
• Ability to work independently.
• Ability to work in a fast-paced environment.

Responsibilities

• Engage with members via phone and email, providing exceptional service and assistance with loan related inquiries.
• Support team in processing requests submitted through the Consumer Loan Servicing queues, email inboxes, faxes and by mail.
• Assist technicians and handle escalations in a solutions-based manner.
• Department specific duties may include advanced servicing or subject matter expertise in service pack validation, new product testing, statement validations.
• Initiate and validate rate change processes on variable rate loan products.
• Advanced servicing of equity loans including ensuring proper closing, title research and release resolutions.
• Partner with accounting to research and clear differences in assigned general ledger accounts.
• Support AB2311 by working escalated or delayed refund processing, exception processing and letter generation.
• Support vehicle title perfection through planned strategies and partnerships with indirect lending teams and dealerships.
• Monitor and ensure posting of insurance commission income and expenses related to product protection.
• Loan product portfolio management, including reporting, monitoring for errors, and onboarding new products.
• Mapping and servicing electronic forms, support generating new and servicing existing.
• Monitor reporting, provide error resolution, with a strong focus on regulatory compliance in servicing standards.
• Identify and propose processing optimization, with a digital focus, to enhance the effectiveness of servicing operations.
• Establish a collaborative environment by actively engaging with colleagues to share best practices and ideas.
• Create open and honest communication, give, and encourage feedback.
• Coordinate and monitor daily workflows of department.
• Support annual procedure update process.
• Support production reporting, ensuring service level agreements are met and work is delegated to technicians in prioritizing order.
• Provide additional department support and perform other tasks and duties as needed.

Benefits

• Pay Scale: $25.02 - $27.00 Hourly

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED