Consumer Loan Servicing Specialist - Compliance and Operations

Bellco Credit Union•Greenwood Village, CO

21d•Onsite

About The Position

The Consumer Servicing Specialist – Compliance and Operations serves as a primary resource for managing GAP and ancillary product processes, including direct interaction with insurance agencies. This role is also responsible for maintaining, responding to, and correcting reports derived from exceptions and accounting discrepancies, ensuring data accuracy, compliance, and timely resolution. In addition to these core responsibilities, the specialist supports a variety of consumer loan servicing functions such as loan maintenance requests, total loss claims, payment protection, automation tasks, check processing, payoff quote support, and processing in the CORE system. The role also contributes to identifying trends, resolving servicing compliance issues, and enhancing operational efficiency. Strong customer service skills, adaptability to shifting priorities, and effective collaboration with internal teams and credit union staff are essential to success in this role.

Requirements

Minimum 2 years preferably in customer/member service role.
Knowledge of Microsoft Office (Word, Excel, Outlook, PowerPoint).
Basic knowledge of Consumer Lending originations or financial industry experience preferred
Ability to understand and execute tasks within Service Level Agreements (SLAs), required
Ability to solve problems and analyze with a high degree of accuracy
Effective time management with the ability to prioritize workload based on department requirements and member needs while working in a fast-paced, deadline-driven environment
Ability to work independently and within the team while promoting a positive team environment
Perform basic mathematical computations; effectively communicate verbally and in writing; comprehend materials and follow instructions
Exercise good judgment/reasoning and resourcefully solve routine problems; organize and handle multiple tasks and prioritize; handle confidential/sensitive information; exhibit excellent customer service skills
Strong communication skills, both verbal and written
Ability to support GAP and ancillary product processes, including interaction with regulatory and insurance agencies
Skilled in reviewing, responding to, and resolving exception and accounting discrepancy reports.
Be available to work as scheduled and report to work on time.
Be willing to accept supervision and work well with others.
Comply with all organizational policies, the Employee Handbook, Code of Conduct, and required annual training.
Fosters an inclusive workplace where diversity and individual differences are valued and leveraged to achieve the vision and mission of the organization.
Adheres to safe working practices and always follows all organizational safety policies and procedures.
Demonstrates compliance with all state, federal and all other regulatory agency requirements.
Ensure strict confidentiality of all records and PII.

Nice To Haves

Associates degree in related field or equivalent experience preferred
Proficient in Microsoft Office (Word, Excel, Outlook) preferred

Responsibilities

Manage the end-to-end GAP refund process for both Direct and Indirect loan products.
Monitor refund activity, ensure timely and accurate claim submission, and maintain proactive follow-up with GAP providers.
Own the member experience throughout the GAP refund lifecycle, ensuring clear communication, issue resolution, and compliance with provider and regulatory requirements.
Oversee exception and accounting discrepancy reporting processes by working exception reports within established SLAs, collaborating with Accounting and Originations teams to ensure timely and accurate reconciliation of General Ledger (GL) entries, and identifying and reporting on trends to support process improvements and compliance monitoring.
Manage high volumes of open gap claims daily.
Meeting or exceeding established SLA’s to minimize member impact.
Update and manipulate reports to document progress and provide status information and claim analysis to senior management.
Manually issue refunds as needed when automated refunds fail.
Review and support all activities associated with Consumer Processing. Includes day-to-day relationships, setting and accomplishing priorities, while maintaining a high level of productivity and quality standards.
Research and resolve consumer loan servicing compliance issues, ensuring adherence to regulatory and agency requirements (e.g., SCRA, Fair Credit Legislation, CFPB).
Support additional servicing functions including loan maintenance requests, total loss claims, payment protection, automation tasks, check processing, payoff quote support, and processing in the CORE system.
Track individual productivity and results to maintain and meet established team and department SLAs.
Respond to all member inquiries and questions while providing excellent member service related to transactions via outbound and inbound calls and email.
Interact with governmental agencies and 3rd party representatives related to various servicing requests and general questions while creating solutions and determining when scenarios should be escalated.
Respond to escalated member issues and utilize out-of-box solutions to provide exceptional member service, resolving issues with urgency.
Provide updates to management for awareness.
Research root causes and trends.
Report on vendor performance and service standards to management team as necessary.