Sr Consumer Loan Ops Rep - Bank

Thrivent•Appleton, WI

About The Position

With little direct supervision, the Senior Consumer Loan Operations Representative provides expert technical and operational support, training, and knowledge for consumer loan processing and servicing operations and home equity servicing. The role handles complex loan transactions and serves as a subject matter expert on Consumer Loan Operations systems and processes. It works with the Consumer Loan Operations Lead and Manager to identify process improvements and efficiencies. The position requires working in the Operation Center Office in Appleton, Wisconsin, as needed. The role manages consumer loan closing packages and simple and complex home equity or consumer loan transactions, including escrow disbursements and analyses, flood tracking, file maintenance, satisfactions, and subordination requests. It reviews reports for exceptions, errors, auditing, and maintenance needs; meets quality and productivity standards in a fast-paced loan production environment; and responds to internal and external client inquiries confidentially and promptly according to service-level agreements and procedures. The representative makes independent decisions, serves as backup for management on escalated issues, trains new hires and team members, supports process improvement, and may manage projects beyond regular team tasks. The position partners with Bank leadership, Consumer Loan Operations representatives, the Personal Banking Team, and external vendors, including vendors supporting the loan origination system, core processor, and lien releases. It models Thrivent’s leadership competencies and supports continuous improvement, employee engagement, client service, and the organization’s purpose, promise, and values. This is a full-time role with an applicable pay range of $20.79–$28.12 per hour, varying by geographic region and other factors. Benefits may include bonuses or incentives; medical, dental, and vision insurance; health savings and flexible spending accounts; a 401(k) and pension; life, accidental death and dismemberment, disability, and supplemental protection insurance; 20 days of paid time off annually; Sick and Safe Time; 10 paid company holidays; Volunteer Time Off; paid parental leave; an employee assistance program; and well-being benefits. Benefit eligibility is subject to plan and policy terms.

Requirements

High school diploma or equivalent.
Three years of banking operations experience.
Strong written and verbal communication, interpersonal, and customer-service skills.
Excellent problem-resolution skills.
Ability to work accurately both independently and as part of a team, manage interruptions, and meet deadlines.
Ability to perform system testing and complete test cases in loan origination and core platforms.

Nice To Haves

Customer service experience.
Associate or bachelor’s degree.
Ability to coordinate multiple tasks simultaneously.
Bank operations platform experience.

Responsibilities

Create and review consumer loan closing packages for compliance with regulatory requirements and bank lending policy.
Handle consumer and home equity loan transactions, including escrow disbursements and annual escrow analyses, flood tracking, file maintenance, satisfactions, and subordination requests.
Review assigned scheduled reports for exceptions, errors, auditing, and maintenance transactions.
Meet quality and productivity standards in a fast-paced loan production environment.
Respond to verbal and written inquiries from internal and external clients according to department procedures.
Make decisions independently and serve as backup when the Consumer Loan Operations management team is unavailable for escalated problems.
Serve as a subject matter expert and team resource for consumer loan processing and home equity and consumer loan servicing.
Assist with training new hires and team members on departmental processes and procedures.
Help identify process improvements and efficiencies within the team.
Resolve problems with internal and external clients, including escalated customer situations.
Take on and manage projects outside regular team tasks as needed.
Manage client requests confidentially and promptly according to service-level agreements and standard operating procedures.
Interface with Bank leadership to resolve complex situations, provide training, and serve as a resource for Consumer Loan Operations Representatives.
Partner and communicate with the Personal Banking Team to support onboarding of new consumer loans.
Work with external vendors supporting loan operations processes, including the loan origination system, core processor, and lien releases.
Model Thrivent’s leadership competencies of courage, collaboration, and commitment, and support continuous improvement, employee engagement, client service, and Thrivent’s purpose, promise, and values.