Consumer Loan Servicing - Sr Consumer Loan Svcng Spclst
About The Position
This role is 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. The specialist will 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. The role also oversees specialty processes such as DMV processing, vehicle title perfection, equity loan lien transfers, loan adjustments, HELOC card portfolio servicing, periodic statement and 1098 tax form reviews, administration of insurance products, processing early payoff and non-payoff ancillary product refunds, monitoring of SCRA/MLA benefits, and investigating and responding to credit dispute and reject discrepancies. The specialist will handle 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. Additionally, the role fosters a collaborative environment, proposes and implements innovative solutions, stays informed about industry trends, supports supervisors and managers, maintains an understanding of state and federal laws and regulations, works with reports, supports quality control and risk assessments, supports a positive teamwork environment, performs training, and provides additional support as needed.
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
- Oversee and process complex requests submitted through the Consumer Loan Servicing queues, email inboxes and faxes, ensuring requests are completed within established timeframes.
- Audit and perform 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.
- Handle 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.
- 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.
Benefits
- comprehensive compensation package
- well-being and work-life balance
- career development and growth
- rewards and recognition
- commitment to Diversity, Equity and Inclusion
Stand Out From the Crowd
Upload your resume and get instant feedback on how well it matches this job.
What This Job Offers
Job Type
Full-time
Career Level
Senior
Education Level
High school or GED
