Loan Servicing Rep II

Financial Partners Credit Union•Downey, CA

16h

About The Position

Financial Partners Credit Union is seeking a detail-oriented professional to join their team as a Consumer Loan Servicing Specialist. In this role, you will support the full lifecycle servicing of consumer lending products including auto loans, credit cards, signature loans, and home equity products. You will also assist with mortgage servicing support by acting as a liaison with a third-party sub-servicing provider to resolve member needs and ensure timely completion of servicing activities. You will serve as a key point of contact for members and internal teams, handling post-funding loan requests, resolving account issues, and maintaining accurate loan records while ensuring compliance with regulatory requirements and credit union service standards.

Requirements

Associate degree (A.A.) from a two-year college or technical school, or two years of related consumer loan servicing experience within a financial institution or credit union.
Strong understanding of consumer lending regulations and credit union compliance standards.
Working knowledge of Microsoft Word and Excel.
Strong attention to detail with high accuracy in processing financial transactions.
Excellent interpersonal and communication skills with a strong member-service orientation.
Ability to manage multiple priorities in a fast-paced, team-oriented credit union environment.
Self-motivated, adaptable, and committed to supporting the credit union mission and values.

Nice To Haves

Experience servicing mortgage loans, auto loans, credit cards, unsecured loans, and/or home equity products preferred.
Experience with core processing systems such as Jack Henry Epysis/Symitar preferred.

Responsibilities

Deliver exceptional, relationship‑focused member service aligned with credit union service standards and cooperative values.
Serve as the primary point of contact for member inquiries related to consumer loan products.
Respond to mortgage inquiries from internal and external members via email, internet, phone, or written correspondence.
Service consumer loans from booking through payoff, including auto, credit card, signature, and home equity products.
Research and resolve loan account discrepancies, payment errors, billing disputes, transaction corrections, and member correspondence.
Prepare and process consumer loan payoffs, including auto lien releases and home equity payoff documentation.
Provide written payoff quotes and documentation to members, dealerships, and authorized third parties.
Process loan maintenance requests including deferments, extensions, due date changes, payment skips, modifications, and account adjustments.
Service revolving credit products (credit cards and HELOCs), including billing cycle inquiries, credit line adjustments, and payment research.
Process payment corrections, fee reversals, NSF monitoring, and required member follow‑ups.
Support loan transfers, and account conversions as needed.
Process GAP, Credit Life, and Disability insurance claims associated with consumer loan products.
Maintain clear loan documentation exceptions and track pending items to ensure timely resolution.
Perform daily balancing, reconciliation, and reporting functions related to consumer loan servicing.
Monitor and manage collateral protection insurance for auto loans, including tracking coverage, processing force‑placed insurance, cancellations, and refunds.
Work as a liaison with the third‑party sub‑servicing vendor to resolve member issues and ensure tasks are completed including: Preparing payoff demand requests and processing final payoff transactions. Review Escrow accounts for taxes, insurance shortages/escrow analysis. Processing PMI waiver requests. Setting up and processing monthly automatic mortgage payments. Reviewing and submitting credit reporting corrections when needed. Conducting supplemental tax payment research. Processing and reviewing loss draft insurance requests. Processing and submitting daily mortgage payment wires to the third‑party sub‑servicer.
Ensure all servicing activities comply with federal and state regulations (including Truth in Lending, Reg Z, FCRA, and other applicable consumer lending requirements), as well as credit union policies and procedures.
Identify operational or servicing process improvements that enhance member experience and operational efficiency.
Collaborate effectively with Lending, Collections, Branch Operations, Accounting, and other internal teams.
Provide backup support across consumer loan servicing functions as needed.
Perform additional duties as assigned to support the credit union’s strategic objectives.