Consumer Loan Servicing Specialist I

Bellco Credit Union•Greenwood Village, CO

7d•Onsite

About The Position

The Consumer Servicing Specialist I will collaborate with Consumer Servicing teams. This role will be responsible for processing all types of consumer loan servicing requests ensuring completeness, accuracy, timeliness, and quality member service. This position will maintain existing member relationships, provide excellent member service and efficient operational activities while responding to all phone and email inquiries. Researching and resolving any report exceptions or consumer loan servicing compliance issues. This position must have excellent customer service skills, an aptitude for shifting priorities based on business needs and collaboratively with their team members, credit union staff and members.

Requirements

Associates degree in related field or equivalent experience preferred
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 drive 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 judgement/reasoning and resourcefully solve routine problems
Organize and handle multiple tasks and prioritize
Handle confidential/sensitive information
Exhibit excellent customer service skills
Proficient in Microsoft Office (Word, Excel, Outlook) preferred
Strong communication skills, both verbal and written.

Responsibilities

Review and support all activities associated with Consumer Servicing.
Includes day-to-day relationships, setting and accomplishing priorities, while maintaining a high level of productivity, and quality standards.
Research and resolve any consumer loan servicing compliance issues recognizing regulatory, and Agency requirements including but not limited to SCRA, Fair Credit Legislation, and CFPB.
Ensure accuracy and completion of activities associated with the processing of all consumer loan activities with urgency.
Tracking individual productivity and results to maintain and meet established team & department SLAs
Responding to all member inquires 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
Report on vendor performance and service standards to management team as necessary.
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.