Sr Consumer Loan Ops Rep - Bank

Thrivent•Appleton, WI

13d•$21 - $28•Hybrid

About The Position

With little direct supervision, this position provides expert technical and operational support, training and knowledge for all functions related to the bank's consumer loan processing and servicing operations functions and home equity servicing operations. This position will focus on handling complex loan transactions and will be a Subject Matter Expert on system functions and processes within the Consumer Loan Operations team. This role will also work directly with the Consumer Loan Operations Lead and Manager to assist in identifying process improvements and efficiencies within the team. This position will require working in the Operation Center Office in Appleton, WI as needed.

Requirements

High School/equivalent
Three years banking operations experience required with customer service experience preferred
Strong communication (written and verbal), interpersonal and customer-service skills
Demonstrate excellent problem resolution skills
Ability to work accurately, both independently and as part of a team, with interruptions to meet deadlines
Perform system testing and complete test cases in the loan origination and core platforms

Nice To Haves

An associate or bachelor’s degree preferred
Ability to coordinate multiple tasks simultaneously
Bank operations platform experience preferred

Responsibilities

Create and review consumer loan closing packages to ensure compliance with regulatory and bank lending policy.
Responsible to handle all simple and complex aspects of home equity or consumer loan transactions including but not limited to escrow disbursements, annual escrow analysis, flood tracking , file maintenance , satisfactions, and subordination requests.
Reviews various scheduled reports, as assigned, for exceptions, errors, auditing, and to perform maintenance transactions.
Meet quality and productivity standards and perform in a fast-paced loan production environment.
Accountable for responding to verbal and written inquiries from internal and external clients in accordance with department procedures.
Make decisions independently.
Serves in a back-up role when the Consumer Loan Operations management team is not available for escalated problem situations.
Act as subject matter expert and team resource on consumer loan processing as well as home equity and consumer loan servicing functions.
Assist with training new hires and the team on processes and procedures within the department.
Contribute to identifying process improvements and efficiencies within the team.
Resolves problems while interacting with both internal and external clients, including escalated customer situations.
Ability to take on and manage additional projects outside of the regular team tasks .
Models Thrivent’s leadership competencies – courage, collaboration, and commitment by demonstrating resiliency, working together to make the best decisions, and holding yourself and others accountable .
Supports and/or develops an environment in which Thrivent employees and colleagues are focused on continuous improvement, exceptional employee engagement, and an unwavering commitment to its clients .
Shapes and/or supports a culture that represents the Thrivent purpose, promise and values, ensuring that Thrivent’s trust and reputation remain strong with its clients .
This role will require working directly with the bank’s internal and external clients to accurately manage all requests in a confidential and timely manner according to service level agreements and standard operating procedures.
This role will interface with Bank leadership to resolve complex situations as well as provide training and act as a resource for Consumer Loan Ops Reps.
This role also requires strong partnerships and communication between the Personal Banking Team to ensure we are delivering the best experience for our clients with the onboarding of new consumer loans.
This role will require working with external vendors that support our processes, which primarily include our loan origination system, core processor and vendor supporting our lien releases.