Consumer Loan Servicing Specialist

Job Description:

Position Summary:

The Consumer Loan Servicing Specialist supports the ongoing administration of consumer secured and unsecured loan accounts by delivering exceptional member service, maintaining accurate loan records, and ensuring servicing activities are completed in accordance with internal procedures, investor requirements, and applicable regulatory guidelines. This role requires strong attention to detail, effective communication skills, and the ability to evaluate account information, apply established policies and make sound decisions within defined authority to resolve consumer secured and unsecured related concerns.

Primary Responsibilities and Duties:

• Provide a positive member service experience by responding to various forms of communication such as phone, email, secure messaging, e-signed processed, or in person (if required).

• Manage the post booking life of consumer open lines and collateralized loans. Which includes, but not limited to, performing maintenance on current loans, processing payoff requests, payment or fee adjustments, and loan history audits.

• Able to navigate and apply knowledge across various servicing support systems and core banking platform, using established policy and procedures to make educated decisions to address discrepancies, errors, and exceptions within the Credit Union’s fair servicing guidelines in the representative defined abilities.

• Track perfection and release of liens for titled collateral. Follow up on missing titles, UCC/DMV documentation, and lien or title release maintenance to maintain a complete and accurate title portfolio.

• Monitor insurance coverage requirements, process collateral placed insurance (CPI) placement and cancelation updates, complete CPI related adjustments and exceptions as authorized in our service level agreements. As well as coordinate with vendors and borrowers to resolve coverage gaps.

• Develop and apply basic working knowledge of total loss, GAP, and insurance or CPI claims processes to support accurate loan servicing, member assistance, and timely issue resolution.

• Coordinate with dealer partners and providers for cancellation events on additional products sold. This requires Calculating accurate refunds withing state regulations, maintaining accurate and compliant cancellation records, reconciliation of payments and credits received, and dispute or discrepancy resolution with any business partners.

• Ensure compliant and on time credit bureau reporting of all consumer loans. Investigate, identify, and implement necessary corrections to the credit bureau reporting data for any consumer loan related disputes.

• Follow all expected service guidelines for loans sold to secondary market securitization pools. This includes all participating loans with other financial institutions.

• Effectively work cross-functionally with other departments throughout the credit union, maintaining a courteous and professional collaborative cadence to resolve loan or servicing related issues.

• Assumes additional responsibilities as necessary for the continued growth and advancement of the Credit Union.

Knowledge/Skills:

• Transaction Reconciliation, highly accurate data entry skills and detail orientated in research.

• Excellent communication skills, both verbal and written.

• Strong organizational skills and the ability to multi-task and prioritize the workload in a fast-paced work environment.

• Ability to work independently and as part of a team.

• Proficiency with computer systems and Microsoft Office Suite (e.g., Word, Excel, Outlook).

Minimum Requirements:

• High School Diploma or GED

• Previous work experience in a financial institution, credit union, or loan servicing environment required.

• Previous consumer loan or collateral servicing experience preferred.

• Working knowledge of relevant lending regulations and compliance concepts relating to consumer lending.

Everwise is an equal opportunity employer. We are committed to creating an inclusive environment for all employees.