Consumer Loan Servicing Representative

NASA Federal Credit Union•Upper Marlboro, MD

4d•Hybrid

About The Position

NASA Federal Credit Union is seeking a Consumer Loan Servicing Representative (CLSR) to support members with their consumer lending needs through responsive, accurate assistance via phone, mail, and email. This role involves maintaining loan servicing records and acting as a liaison for member and branch transaction inquiries. The CLSR will handle tasks such as posting payments and payoffs, processing credit protection claims, loan corrections, SCRA updates, GAP insurance activity, and account transfers. Additionally, the role includes performing credit bureau reporting and corrections, and managing vehicle collateral files. The position has three levels (I, II, and III) with increasing responsibilities.

Requirements

Level I: A high school diploma or general education degree (GED).
Level II: A high school diploma or general education degree (GED) and one to three years relevant experience required.
Level III: A high school diploma or general education degree (GED) and two to five years relevant experience required.
Strong knowledge of consumer loan systems, car title procedures, credit union and governmental agency regulations and policies.

Nice To Haves

May be in training to learn the job duties of the Consumer Loan Servicing Representative II position.
May be in training to learn the job duties of the Consumer Loan Servicing Representative III position.
May also be responsible for all or part of the duties of the Consumer Loan Servicing Representative I position.
May also be responsible for all or part of the duties of the Consumer Loan Servicing Representative I and II positions.

Responsibilities

Answer incoming telephone calls.
Respond to internal and external email communications.
Handle all internal/external member inquiries pertaining to documents (including court/subpoena research).
Track and fulfill all research and copy requests.
Complete written Verifications of Deposit.
Process all online SSI and Medicaid Account Verifications.
Scan and index documents to Synergy.
Quality control scanned documents indexed in Synergy.
Coordinate destruction of sensitive documents.
Verify accuracy of new loans and critical fields; complete corrections as needed.
Order consumer loan coupon books and Cashline Checks.
Input phone pay requests into database and mail confirmation letters.
Process “Skip A Payments”.
Set-up Automatic Payment Transfers upon request.
Review EFT setup for accuracy.
Process Payoff Requests for all Consumer loan types.
Post payments to all Consumer loan types.
Forward all vehicle insurance to third party vendor for tracking.
Issue Vehicle Lien Release Letters.
Post life/disability/unemployment credit protection payments.
Responsible for Consumer loan research and corrections.
Responsible for the e-LoanServicing Touch Point email queue.
Responsible for monitoring Collateral Protection Insurance (CPI) reports.
Process manual CPI premiums and refunds on restricted accounts/paid in full.
Submit CPI Loan Maintenance Requests online with third party vendor to cancel tracking for total loss and paid in full vehicles.
Submit CPI claims for payment; post payouts.
Release titles on paid vehicle loans.
Complete and return all insurance total loss letters of guarantee.
Responsible for insurance total loss follow-up on outstanding claims.
Responsible for mailing deficiency notification/GAP notification to member.
Responsible for processing internal GAP claims and assists members with external claims.
Process GAP remittance monthly.
Responsible for account transfers due to security breach or removal of member from account.
Process incoming garnishments, liens, and levies.
Responsible for submitting garnishment answers to court/agency and disburses funds post-judgment.
Serve as CUSC (student loan) liaison.
Responsible for account specific servicer requests as well as verification of monthly reporting.
Research and submit new life/disability/unemployment credit protection claims.
Review daily, weekly, and monthly reports.
Maintain loans under the Servicemember’s Civil Relief Act (SCRA).
Process state to state and name change vehicle title requests.
Research and process lien placement with the department of motor vehicle on escalated/defaulted collateral.
Review pending title reports and make applicable collateral updates to loan documentation or system information.
Process FCON report and upload all requested documents to third party vehicle title management site.
Review unmatched vehicle title report and add loans in third party title management site as needed.
Serve as main Credit Union contact for all deceased accounts.
Review all deceased documentation; communicate with attorney/administrator/beneficiaries.
Offset outstanding deceased loans if appropriate to Credit Union guidelines.
File estate claims for outstanding loans.
Disburse share funds to beneficiary/estate.
Assist joint members with ownership changes to deceased membership accounts.
Review lines of credit for adverse action or individual ownership.
Obtain IRA beneficiary paperwork and service as a liaison for payouts.
Responsible for credit bureau reporting, disputes and corrections.

Benefits

Comprehensive healthcare
401(k)
Paid leave
Remote work options for applicable positions
Insurance coverage begins the 1st day of the month, following 30 days after hire date.
100% Credit Union-Paid Full-Time Employee Benefits
401(k) with employer match up to 6% and immediate 100% vesting
Gain Sharing Bonus (eligibility rules apply)
Health Insurance (Choice of two nationwide PPO plans)
High-Deductible Plan: 100% employer contribution toward premium. (HSA and FSA compatible)
Low-Deductible Plan: Generous employer contribution toward premium. (FSA compatible)
Dental Insurance: Generous employer contribution toward premium (HSA and FSA compatible)
Vision Insurance: Generous employer contribution toward premium (HSA and FSA compatible)
Long-term Disability Insurance
Flexible Spending Medical Account (FSA)
Flexible Spending Dependent Care Account
Health Savings Account (HSA)
Voluntary Supplemental Employee and Dependent Life Insurance
Voluntary Short-term Disability Insurance
Remote or Remote / Hybrid work options based on position
Life Insurance/AD&D
Vacation Leave (excluding Outside Loan Officers)
Sick and Safe Leave
11 Paid Holidays
Education Assistance
Employee Referral Bonus
Credit Union Membership
Eligible Employee Assistance Program
Identity Theft Protection (Additional premiums to add family members)
Pet Insurance
Employee Discount Program