Loan Services Representative

SOUTHEAST FINANCIAL CREDIT UNION•Nashville, TN

23h•$22 - $27•Onsite

About The Position

The Loan Services Representative supports Southeast Financial Credit Union’s goals, values, and philosophy through excellence, quality member service, commitment, and accountability. As part of the lending team, the role emphasizes communication, teamwork, and quality service to members. The position audits consumer loan and credit card records for compliance, investigates errors, tracks corrections, and assists staff with loan documentation inquiries. It supports vehicle-loan lien recording and release, title tracking and resolution, and communication with members, dealers, counties, other states, and internal departments. The representative also handles force-placed insurance payment changes and refunds; files and processes LendPro, Loan Guard, GAP, and Mechanical Breakdown Protection claims or refunds; responds to insurance agency inquiries and prepares guarantee letters; and handles payoff inquiries. The role requires maintaining current knowledge of loan policies, procedures, and applicable regulations; providing accurate, professional service; processing title paperwork promptly; and adhering to credit union policies and regulatory requirements.

Requirements

One to three years of similar or related experience.
High school education or GED.
Computer literacy and basic knowledge of Word and Excel.
Courtesy, tact, and diplomacy in interactions.
Ability to communicate with a diverse range of individuals.
Analytical and problem-solving skills.
Good judgment.
Ability to handle multiple tasks simultaneously.
Ability to work effectively with others.

Responsibilities

Audit consumer loan and credit card records according to quality-control procedures, investigate errors and questionable entries, and ensure compliance with policies, procedures, and regulations.
Track and report errors for all branches and return loans for correction when needed.
Complete bi-monthly loan logs tracking outstanding corrections not returned to Loan Services.
Assist staff with inquiries about loan documentation.
Ensure proper recording and release of vehicle-loan liens and applicable UCC-1 requirements.
Investigate missing titles and resolve title issues with external contacts in various states and internal contacts, including the Collections Department; track titles and keep current on state-specific fees, paperwork, and documentation requirements.
Work with counties to request title histories and duplicate titles.
Assist dealers with payoff quote and title inquiries.
Track outstanding titles, send member notices according to departmental procedures, document actions taken, and prepare monthly outstanding-title reports.
Assist members with title issues and explain how to resolve them.
Handle Force Place Insurance (CPI) payment changes and refunds, respond to CPI contact questions about member accounts, and assist members and employees with CPI questions.
File LendPro claims.
Handle Loan Guard credit life and disability insurance claims; process month-end remittances, post payments, calculate and post refunds, monitor the monthly premium posting exception report, and help resolve questions and discrepancies.
File GAP claims, post refunds, and assist members and staff with questions about claims and refunds.
Respond to insurance agency inquiries about guarantee letters, prepare guarantee letters, and submit them to insurance companies.
Post refunds for Mechanical Breakdown Protection cancellations.
Handle payoff inquiries.
Maintain current knowledge of credit union loan policies and procedures and applicable governmental rules and regulations.
Provide professional and accurate service and support to members.
Process paperwork to ensure titles are perfected in a timely manner and comply with credit union policies, procedures, and regulatory requirements.