Total Loss Specialist

ORNL Federal Credit Union • Morristown, TN

4d • Hybrid

About The Position

The Total Loss Specialist serves as the primary liaison between members and all parties involved in the total loss claims process, including insurance, warranty/service, and GAP providers. This role manages the end-to-end claims process to ensure timely receipt and application of proceeds, minimizing financial loss for both the member and the credit union. The position collaborates with internal lending teams and external partners to coordinate claim resolution while maintaining accurate documentation and data integrity. All activities are conducted in compliance with applicable state and federal regulations, as well as credit union policies, supporting effective loss mitigation and a positive member experience during challenging situations.

Requirements

• One or more years of loan experience is required.
• One or more years of financial experience is required.
• Proficient in Microsoft Office Suite, to include Word, Excel and PowerPoint.
• Excellent time management skills and accustomed to working with deadlines.
• Excellent organizational and analytical skills.
• Ability to communicate clearly and professionally with all levels of an organization.
• Excellent written and verbal communication skills, including business writing ability.
• Must be detail-oriented and be able to maintain a high level of accuracy.

Nice To Haves

• An associate's degree or bachelor's degree in business related field is preferred.

Responsibilities

• Serves as the primary point of contact for members, external vendors, and internal teams throughout the total loss process.
• Files claim documentation on behalf of members, explains the claims process, and conducts ongoing follow-up with vendors to ensure timely receipt of proceeds and efficient resolution.
• Reviews loans involved in total loss events to identify and process all applicable refunds and cancellations of add-on products, including service contracts and warranties, to maximize recovery and minimize financial loss.
• Provides timely notifications to members and internal departments regarding deficiency balances following completion of the total loss process, supporting effective member resolution and next-step actions.
• Processes insurance, refund, and GAP payments, ensuring accurate application to member accounts, proper documentation, and compliance with internal controls and regulatory requirements.
• Performs other job-related duties as assigned.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED