Consumer Loan Servicing Representative II
About The Position
Responsible for providing direct assistance to Members, teammembers, and third parties regarding inquiries, research, and solutions related to Member loans post-funding and DMV title processing. This role ensures timely completion of requests and transactions while complying with internal standards, DMV guidelines, and external regulations. Processes payoff requests/demands, corrections, reamortizations, payment skips, and file maintenance for consumer loans. Ensures refunds and loan payments are properly credited or applied to Member loans. Handles payoff processing and coordinates title release. Evaluates insurance settlements, processes insurance proceeds, coordinates title release, and completes Letters of Guarantee. Reviews DMV packets from frontline or CL Operations for accuracy and prepares for processing. Responds to Member, third-party, and teammember inquiries concerning loan servicing, payoffs, DMV-related questions, and other loan information. Assists Members, branches, and other departments via phone queue calls with DMV questions, title issues, and registration-related problems. Submits files to DMV to secure collateral and takes steps to reduce Member penalties and fees. Maintains working knowledge of DMV policies and procedures and explains them to Members and teammembers. Maintains a working knowledge of Consumer Lending SOPs, desktops, and DMV guidelines. Reviews DMV reports to identify outstanding titles, contact Members or dealers to perfect titles, and process lien releases for paid-off secured loans.
Requirements
- High School Diploma or GED required
- 1-3 years of prior related experience required
- Intermediate knowledge of loan servicing and DMV processes
- Excellent communication and problem-solving skills
- Ability to manage multiple tasks with accuracy and attention to detail
- Familiarity with regulatory compliance requirements
- Proficiency in Microsoft Office and internal loan servicing systems
Responsibilities
- Processes payoff requests/demands, corrections, reamortizations, payment skips, and file maintenance for consumer loans.
- Ensures refunds and loan payments are properly credited or applied to Member loans.
- Handles payoff processing and coordinates title release.
- Evaluates insurance settlements, processes insurance proceeds, coordinates title release, and completes Letters of Guarantee.
- Reviews DMV packets from frontline or CL Operations for accuracy and prepares for processing.
- Responds to Member, third-party, and teammember inquiries concerning loan servicing, payoffs, DMV-related questions, and other loan information.
- Assists Members, branches, and other departments via phone queue calls with DMV questions, title issues, and registration-related problems.
- Submits files to DMV to secure collateral and takes steps to reduce Member penalties and fees.
- Maintains working knowledge of DMV policies and procedures and explains them to Members and teammembers.
- Maintains a working knowledge of Consumer Lending SOPs, desktops, and DMV guidelines.
- Reviews DMV reports to identify outstanding titles, contact Members or dealers to perfect titles, and process lien releases for paid-off secured loans.
- Performs other duties as assigned.
- Complies with regulatory compliance and assigned training requirements including but not limited to BSA regulations corresponding to their specific job duties.
Benefits
- World-Class Personal Service
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
High school or GED
Number of Employees
1-10 employees
