Consumer Loan Service Specialist 1

Description

Performs loan support in accordance with policies and established procedures while meeting all deadlines and performance expectations. Provides exceptional service to internal and external members in alignment with the Credit Union's core values. Supports the member and Credit Union staff by responding to loan inquiries with accuracy and professionalism.

Job Duties:

• Responsible for and performs some or all of the following support functions of the Loan Service team:
• Take ownership of internal and external phone inquiries, including inquiries from the Contact Center and branches, by providing appropriate answers in a professional and knowledgeable manner, in accordance with the Credit Union’s standard of commitment to service.
• Process various member requests in a timely manner, such as loan skip-a-pay, ACH set ups, loan coupon orders, subsequent actions, payoff requests, and out of country vehicle letters.
• Process daily batch jobs for all funds received such as loan payoff checks, insurance checks, etc. Balance transaction work before leaving for the day.
• Work all file maintenance requests to include assigned daily/weekly/monthly loan reports and select loan account corrections, adjustments and changes as requested by members and internal departments.
• Scan various loan documentation to in-house imaging system such as cover sheets, new vehicle titles, missing loan documentation, and various other documentations involving member accounts. This also includes scanning insurance policies to Allied Insurance Solutions.
• Move all consumer loan documents from funding folder to in-house imaging system, including producing bar code cover sheets. Ensure all required paperwork for all new loans, new credit cards, and GAP/MRC contracts are in the in-house imaging system.
• Deliver vehicle checks/titles to CUC information desk for members or dealers to pick up.
• Assist the Consumer Loan Servicing Specialist 2 as needed with vehicle license, titling, lien filing, additions and/or deletions on titles.
• Sort incoming department mail.
• Provide a superior member experience by actively listening to and assessing the needs of the member, identifying and recommending solutions, and referring members to the appropriate person or department.
• Treat member and Credit Union information with the utmost confidentiality and security, striving to always be in alignment with the Credit Union’s stated core purpose to become “Our Members’ Trusted Partner for Financial Success”.
• Perform other duties as assigned by management.

Requirements

Experience and Knowledge:

• Minimum six months’ experience in a financial institution.
• Minimum six months’ experience providing customer service and resolving customer/member issues.
• Basic knowledge of consumer loans, loan documentation and other financial services.
• Thorough knowledge of Credit Union products and services, features, and benefits.
• Proficient in the use of personal computer applications (i.e. Microsoft Office products and the Internet) and in-house software. Demonstrates the ability to learn new software.

Education:

• High school degree or GED equivalent.

Interpersonal Skills:

• Demonstrates excellent interpersonal skills.
• Takes the initiative in responding courteously and efficiently to internal and external members through various delivery channels.
• Demonstrates daily the Credit Union’s commitment to maintaining a close and caring touch with its members.
• Functions effectively within a team environment.

Communication:

• Demonstrates good oral and written communication skills.

Other Skills:

• Experience in handling detailed type tasks. Demonstrates attention to detail and accuracy.
• Demonstrates ability to research and analyze issues.
• Displays excellent organizational and time management skills. Able to manage a heavy workload through prioritizing tasks, organizing paperwork and meeting deadlines.