Sr Consumer Loan Servicing Specialist

Golden 1 Credit Union•Sacramento, CA

2d•Hybrid

About The Position

Golden 1 Credit Union is among the top credit unions in the country. As a member-owned, not-for-profit cooperative, Golden 1 is guided by the credit union philosophy of “people helping people.” We are committed to empowering our members and uplifting our communities as we create a more equitable and financially inclusive California. We welcome all who embrace our Core Values. You take ownership of complex servicing work, bringing structure, accuracy, and sound judgment to every request while balancing quality, risk, and timeliness. You are a trusted subject matter expert who navigates advanced loan servicing and credit bureau processes with confidence, using strong analytical skills to resolve issues, identify gaps, and strengthen controls. You lead through action. Guiding others, sharing knowledge, and stepping in where needed to ensure consistency, accountability, and a high standard of execution across the team. You will care, serve and deliver for the team, leaders, and members.

Requirements

H.S. Diploma or General Education Degree (GED) and / or equivalent work experience required
4+ years at a financial institution performing customer service and loan servicing required

Nice To Haves

Associate’s Degree preferred

Responsibilities

Responsible for ensuring service excellence to all credit union staff, external business partners, and members of the Golden 1 Credit Union by continually reinforcing our Mission, Vision, and Core Values.
Oversee and process complex requests submitted through the Consumer Loan Servicing queues, email inboxes and faxes, ensuring requests are completed within established timeframes.
Key tasks include auditing and first line quality control on loan products and changes made by the team.
Oversee specialty processes which may include, DMV processing, vehicle title perfection, equity loan lien transfers, loan adjustments, HELOC card portfolio servicing, periodic statement and 1098 tax form reviews, overseeing administration of insurance products, process early payoff and non-payoff ancillary product refunds, monitoring of SCRA/MLA benefits, and investigate and respond to credit dispute and reject discrepancies accordingly.
Responsible for handling escalations related to extensive and complex communication with members, dealers, financial institutions, vendor/partners, and motor vehicle departments for problem resolution for pending titles and research items by phone, mail, email, or workflow request.
Foster a collaborative environment that encourages knowledge sharing and team growth.
Propose and implement innovative solutions to streamline processes, increase efficiency, and enhance overall loan servicing experience.
Stay informed about industry trends and advancements in loan servicing and member support to further support a digital first mentality.
Support supervisors and managers in bringing engagement to the team through meetings, huddles, and career path support.
Maintain a thorough understanding of state and federal laws and regulations related to credit union compliance, including bank secrecy and anti-money laundering laws appropriate to the position.
Must pass all regulatory and compliance courses and apply knowledge to daily tasks.
Work, create and analyze reports necessary to ensure work is completed according to required timelines, procedures, and regulations.
Perform necessary research and actions based on report findings, notifying management of status, any issues, and proposed resolutions.
Support quality control and risk assessments.
Support a positive teamwork environment, which encourages team commitment to enterprise and departmental goals.
Perform training as assigned, procedures, and workflow coordination.
Provide additional support throughout the department and perform other tasks and duties as needed.