Loan Phone Servicing Representative

Wings Credit Union•Apple Valley, MN

1d•$22 - $26•Onsite

About The Position

This role is responsible for supporting members with consumer loan servicing needs related to legacy Wings consumer lending products and services. The position also provides cross-functional assistance and backup support to other areas within the Loan Phone Department. The Loan Phone Servicing Representative assists members through the phone queue and other communication channels, addressing a wide range of loan-related inquiries. Key areas of support include resolving payment discrepancies, processing payments, fulfilling payoff requests, issuing payoff letters, handling total loss scenarios, and providing general title information and lien release documentation. This role requires strong memberservice skills, attention to detail, and the ability to navigate multiple systems to deliver accurate and timely support.

Requirements

High School Diploma/G.E.D. required
1+ years' combined financial services, customer service, or mortgage lending experience, required
Effective verbal and written communication skills
Strong problem-solving skills
Organized, detail oriented, flexible and able to multi-task in an ever-changing environment
Display positive, professional demeanor and work independently with little supervision
Proven ability to build strong member relationships and deliver member-centric solutions
Known for building partnerships and working collaboratively with others to meet shared objectives
Initiative to meet or exceed job standards and willingness to take on other tasks that support the goals of the credit union

Nice To Haves

1+ years' consumer lending experience preferred

Responsibilities

Assist members via the phone queue and other communication channels, addressing consumer loan related inquiries such as payment discrepancies, payment processing, payoff requests, payoff letters, total loss situations, general title information, and lien-release documentation.
Participate in weekly rotation of essential servicing tasks, which may include servicing emails, consumer insurance inbox, loans inbox, message center, payoff letters and deferrals; must be completed each day in a timely manner.
Take ownership of member concerns by researching consumer loan accounts, reviewing transactional history, and providing accurate resolutions in a timely manner.
Complete necessary follow-up calls and unsure all member inquiries are fully resolved from start to finish.
Maintain general working knowledge of loan-related protection products including GAP, warranty products, and payment protection.
Remains cognizant of and adheres to Wings policies and procedures, and regulations pertaining to the Bank Secrecy Act.