Consumer Loan Servicing Specialist

Wings Credit Union•Colorado Springs, CO

2d•Onsite

About The Position

The Consumer Lending Operations Specialist plays a critical role in maintaining the quality, accuracy, and compliance of the credit union's consumer loan portfolio while delivering exceptional service to members and internal teams. This position is responsible for reviewing and maintaining loan documentation, resolving servicing requests, and ensuring lending records are complete, accurate, and compliant with organizational policies and regulatory requirements. Leveraging strong lending knowledge, attention to detail, and effective time management skills, the Consumer Lending Operations Specialist supports loan retention and member satisfaction by providing timely, accurate solutions throughout the loan lifecycle. This role serves as a key partner in identifying and resolving documentation exceptions, maintaining loan records within core systems, and supporting operational excellence through quality control and continuous process improvement. The position contributes directly to a positive member experience and the overall success of the credit union's lending operations.

Requirements

High School Diploma/G.E.D. or equivalent, required
3+ years' combined financial services, customer service, consumer lending, or mortgage lending experience, required
2+ years' of either consumer or mortgage lending experience, required
Working knowledge of Consumer Lending business terminology, required loan documents, and process flow.
Comprehensive knowledge of industry relevant programs and their application such GAP/MBP etc.
Ability to read and understand documents such as appraisals.
Organized, detail oriented, flexible, and able to multi-task in an ever-changing environment.
Display positive, professional demeanor and work independently with little supervision.
Self-motivated.
Initiative to meet and/or exceed job standards and willingness to take on other tasks that support the goals of the Credit Union.
Effective verbal and written communication skills.
Analytical and mathematical skills.
Intermediate competency with Microsoft Word and Excel or similar programs.

Nice To Haves

Associate's Degree in Finance, Accounting, Business Administration, Economics, Banking and Financial Services, Customer Service, or Communications, preferred
Symitar experience preferred.

Responsibilities

Assist members and internal staff with collateral protection insurance inquiries, total loss claims, GAP claims, product add-ons, cancellations, and claim payment processing.
Provide support through phone, email, secure messaging, and other service channels, ensuring timely and accurate resolution of member requests.
Process credit verifications, consent-to-remove forms, coupon orders, and department-related correspondence.
Monitor and respond to online banking secure messages and incoming department emails.
Sort and distribute incoming mail on the day it is received.
Maintain a strong understanding of loan documentation and document storage systems related to consumer and real estate loans.
Service consumer real estate loans, including preparing payoff statements, posting payoff funds, ordering HELOC checks, and supporting insurance claim processing.
Electronically record deeds of trust and releases and ensure all loan-related documentation is properly maintained.
Perform quality control reviews of loan documents, including imaging loan packets, verifying required signatures and documents, ensuring accuracy, and correcting discrepancies as needed.
Support the electronic storage and retention of loan documents in compliance with organizational standards.
Maintain and organize the consumer lending file room.
Complete nightly balancing and reconciliation activities for the department.
Deliver exceptional member service while ensuring accuracy, compliance, and efficiency in all lending support activities.
Remains cognizant of and adheres to Wings policies and procedures, and regulations pertaining to the Bank Secrecy Act.