Consumer Loan Servicing - Sr Consumer Loan Svcng Spclst

Golden 1 Credit Union•Sacramento, CA

5d•Hybrid

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 Sr Consumer Loan Servicing 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. This role also oversees 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. The specialist is 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. This role fosters a collaborative environment that encourages knowledge sharing and team growth, proposes and implements innovative solutions to streamline processes, increase efficiency, and enhance overall loan servicing experience, and stays informed about industry trends and advancements in loan servicing and member support to further support a digital first mentality. Additionally, this role supports supervisors and managers in bringing engagement to the team through meetings, huddles, and career path support, maintains 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, and must pass all regulatory and compliance courses and apply knowledge to daily tasks. The specialist will 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.

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 including 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, early payoff and non-payoff ancillary product refunds, and monitoring of SCRA/MLA benefits.
Investigate and respond to credit dispute and reject discrepancies.
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.
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.
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.
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.