Senior Loan Service Representative

Austin Telco Federal Credit Union • Austin, TX

1d • $46,000 - $52,000 • Onsite

About The Position

Senior Loan Service Representative – Research | Location: 11149 Research Blvd, Austin, TX 78759 | Schedule: Monday – Friday 8:00AM - 4:30PM Austin Telco Federal Credit Union is seeking a detail-driven and member-focused Senior Loan Service Representative to support consumer lending operations, ensure accurate loan processing, and deliver exceptional service. This role is ideal for someone who thrives in a collaborative lending environment and is passionate about accuracy, compliance, and helping members achieve their financial goals. What You'll Do: Loan Processing & Member Support Process consumer loan applications, credit reports, and supporting documentation Assist members in person and by phone with loan inquiries, closings, and servicing needs Handle loan funding, advances on lines of credit and Visa cards, and lien/title releases Provide overrides and account assistance to staff as needed Resolve complex member issues with professionalism, empathy, and sound judgment Ensure consistent, high-quality service delivery across all lending touchpoints Operational Excellence Audit completed loan files for accuracy and completeness Ensure lending policies, procedures, and regulatory requirements are followed Maintain accurate documentation and uphold compliance standards Support operational needs and collaborate with leadership and other departments Identify and help resolve process gaps to improve efficiency and service quality Protect members and the credit union from errors, fraud, and compliance risk Team Support & Development Serve as a lending resource for staff in the absence of management Provide guidance on loan procedures, systems, and documentation requirements Assist in onboarding and training new team members as needed Foster a positive, collaborative, and member-focused lending culture Model Austin Telco’s values of Respect, Empathy, Service, Integrity, and Cooperation

Requirements

• High school diploma required
• Minimum 3 years of consumer lending experience in a financial institution
• Bilingual in Spanish and English (written and verbal)
• Strong understanding of lending policies, procedures, and systems
• Excellent communication, organizational, and problem-solving skills
• Ability to work independently and manage multiple priorities
• Proficiency in Microsoft Word and Excel
• Strong attention to detail and commitment to member service excellence
• Good credit standing (verified prior to interview)
• Successful background check and drug screening upon offer

Responsibilities

• Process consumer loan applications, credit reports, and supporting documentation
• Assist members in person and by phone with loan inquiries, closings, and servicing needs
• Handle loan funding, advances on lines of credit and Visa cards, and lien/title releases
• Provide overrides and account assistance to staff as needed
• Resolve complex member issues with professionalism, empathy, and sound judgment
• Ensure consistent, high-quality service delivery across all lending touchpoints
• Audit completed loan files for accuracy and completeness
• Ensure lending policies, procedures, and regulatory requirements are followed
• Maintain accurate documentation and uphold compliance standards
• Support operational needs and collaborate with leadership and other departments
• Identify and help resolve process gaps to improve efficiency and service quality
• Protect members and the credit union from errors, fraud, and compliance risk
• Serve as a lending resource for staff in the absence of management
• Provide guidance on loan procedures, systems, and documentation requirements
• Assist in onboarding and training new team members as needed
• Foster a positive, collaborative, and member-focused lending culture
• Model Austin Telco’s values of Respect, Empathy, Service, Integrity, and Cooperation

Benefits

• Medical, dental, vision, disability, and life insurance, plus optional coverage for critical illness, legal support, and more.
• Paid Time Off: Federal holidays, vacation, sick leave, and special paid days for birthdays, work anniversaries, and other milestones.
• Retirement Plans: 401(k) with company match and a pension plan to support long-term financial goals.
• Community Engagement: Volunteer opportunities and credit union-sponsored events.
• A supportive, mission-driven culture that puts people first

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: High school or GED