Consumer Loan Servicing Specialist
About The Position
This position supports the Optional Product Refund (OPR) business within Consumer Loan Servicing. It completes complex operational activities involving optional product refund processing, quality review, exception resolution, and account maintenance. The role ensures refund-related transactions are accurate, timely, and handled in accordance with established procedures, service-level expectations, regulatory requirements, and internal controls. The specialist researches account exceptions, evaluates processing discrepancies, completes quality-control activities, maintains documentation, and works with internal and external stakeholders to resolve issues.
Requirements
- High school diploma or equivalent.
- Typically five or more years of related experience.
- Basic reading, writing, mathematical, and calculator skills.
- Effective verbal and written communication skills.
- Proven customer service skills.
- Ability to identify and resolve exceptions and interpret data.
- Proficient computer navigation skills using a variety of software packages, including Microsoft Office applications.
- Strong attention to detail, sound judgment, analytical and problem-solving skills, and the ability to manage multiple priorities in a highly controlled servicing environment.
Responsibilities
- Process optional product refunds accurately and in a timely manner.
- Complete quality reviews and quality-control activities.
- Research account exceptions and resolve processing discrepancies.
- Maintain accounts and appropriate documentation.
- Partner with internal and external stakeholders to resolve issues.
- Follow established procedures, service-level expectations, regulatory requirements, and internal controls.
Benefits
- Medical, dental, and vision healthcare coverage.
- Basic and optional term life insurance.
- Short-term and long-term disability coverage.
- Pregnancy disability and parental leave.
- 401(k) and employer-funded retirement plan.
- Paid vacation, from two to five weeks depending on salary grade and tenure.
- Up to 11 paid holiday opportunities.
- Adoption assistance.
- Sick and Safe Leave accruals of one hour for every 30 hours worked, up to 80 hours per calendar year unless otherwise provided by law.
- Incentive and recognition programs.
- Equity stock purchase.
- Pension.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
High school or GED
