Loan Servicing Specialist

Travis Credit Union•Vacaville, CA

4d•$23 - $35•Hybrid

About The Position

The Travis Credit Union (TCU) Loan Servicing Department is responsible for professionally servicing the consumer loan, mortgage loan, and credit card portfolios, including providing direct member service via phone calls and emails. Loan Servicing Specialists actively understand the value of a providing excellent member service while ensuring that accounts are set up and functioning as intended, and all investor and regulatory requirements are being met.

Requirements

Sound understanding of credit union products and services.
Working knowledge of government agency and regulatory guidelines.
Ability to work independently and motivated to achieve goals with minimal supervision.
Effective and professional verbal and written communication skills.
Ability to self-direct, use independent judgment and multi-task with proficiency.
Detail oriented, with strong analytical and organizational skills.
Proficiency with Microsoft Office for Windows.
Associate Loan Servicing Specialist – Grade 9
Reports directly to Supervisor, Loan Servicing
HS Diploma and 2 years of previous loan servicing or related experience required.
Loan Servicing Specialist – Grade 10
Reports directly to Supervisor, Loan Servicing
HS Diploma and 3 years of loan servicing or related experience required.
Mortgage servicing with GSE/government loan experience preferred.
Senior Loan Servicing Specialist – Grade 11
Reports directly to Supervisor, Loan Servicing
HS Diploma and 4 years of loan servicing experience required.
Minimum of 2 years of mortgage servicing experience.
GSE/government loan experience preferred.

Nice To Haves

Mortgage servicing with GSE/government loan experience preferred.
GSE/government loan experience preferred.

Responsibilities

Provides excellent internal and external member support through all channels with a focus on first-contact-resolution and problem solving for account inquiries.
Follows regulatory, GSE/investor, TCU, and department guidelines, policies, and procedures when handling a wide range of topics.
Manages reports, deadlines, and compliance requirements related to a variety of tasks across the consumer and mortgage financing spectrum.
Maintains a consistent, high level of accuracy and general quality of work product and information dissemination.
Suggests improvements to processes and policies to improve efficiency, accuracy, and member/employee experience.
Based on experience, manages processes or inquiries of a more complex nature (i.e. GSE processes, data validation and troubleshooting, or government reporting).
Uses proven decision-making skills when handling exceptions to policies or procedures within assigned authority.
Properly identifies, researches and resolves issues using multiple software applications.
Participates in ongoing training programs and maintains up-to-date information and working knowledge of all Credit Union products, services and promotions.
Coaches, mentors, or trains junior or less seasoned staff, as needed.
Identifies opportunities to deepen the member relationship by promoting and educating members around new products and services based on the member contact reason.