Sr Consumer Loan Ops Rep - Bank

Thrivent•Appleton, WI

4d•$21 - $28

About The Position

With little direct supervision, the Sr Consumer Loan Ops Rep provides expert technical and operational support, training, and knowledge for the bank’s consumer loan processing and servicing operations and home equity servicing operations. The role handles complex loan transactions and serves as a subject matter expert on systems and processes within the Consumer Loan Operations team. It works with the Consumer Loan Operations Lead and Manager to identify process improvements and efficiencies. The position works directly with internal and external clients to manage requests accurately, confidentially, and promptly according to service-level agreements and standard operating procedures. It interfaces with bank leadership to resolve complex situations and provides training and support to Consumer Loan Ops Reps. The role also partners with the Personal Banking Team and external vendors, including vendors supporting the loan origination system, core processor, and lien releases. Work in the Operation Center Office in Appleton, Wisconsin is required as needed.

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, independently and as part of a team, while handling interruptions and meeting 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 to ensure compliance with regulatory requirements and bank lending policy.
Handle simple and complex home equity and consumer loan transactions, including escrow disbursements, annual escrow analysis, flood tracking, file maintenance, satisfactions, and subordination requests.
Review assigned scheduled reports for exceptions, errors, and auditing, and perform 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 independent decisions and serve as a backup for the Consumer Loan Operations management team in escalated problem situations.
Act as a subject matter expert and team resource on consumer loan processing and home equity and consumer loan servicing.
Assist with training new hires and team members on department 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 additional projects outside regular team tasks.
Model Thrivent’s leadership competencies of courage, collaboration, and commitment; demonstrate resiliency, collaborative decision-making, and accountability.
Support or develop an environment focused on continuous improvement, employee engagement, and commitment to clients.
Support a culture that reflects Thrivent’s purpose, promise, and values and preserves client trust and the company’s reputation.
Work with bank leadership to resolve complex situations and provide training and support to Consumer Loan Ops Reps.
Partner and communicate with the Personal Banking Team to support the onboarding of new consumer loans.
Work with external vendors supporting the loan origination system, core processor, and lien releases.