Consumer Loan Servicing Specialist

Become a part of Summit Credit Union and help us empower our members to achieve their financial goals. We are looking for a dedicated Consumer Loan Servicing Specialist to join our team. In this role, you will manage and service consumer loan accounts, ensure accurate processing of loan payments, and provide exceptional customer service. You will be responsible for offering prompt, courteous, and thorough assistance to both members and internal partners, while solving routine and non-routine issues related to consumer loan servicing. Your knowledge of lending practices, workflows, systems, legal requirements, and documentation will be essential. Apply today to join a dynamic and supportive team!

1. Model the Credit Union's Member Service and Member Relationship Philosophies in all interactions. Focus on members need and build rapport and trust in the Credit Union.
   
   
   
   1. Provide a positive experience to internal and external customers contacting the Lending Helpline.
   2. Analyze and resolves member problems using judgement to a level that exceed the member's expectations. Provide options or direction to the member and/or makes a change on our system to proactively deter the problem from happening again. Take ownership of the entire situation.
   3. Complete all member follow-up on a timely basis as promised to member.
   4. Understand service recovery and uses it when appropriate to further enhance the member relationship.
   5. Support other team members by leading by example and acting as a resource.
   
   
   
   
2. Satisfactions & Lien releases.
   
   
   
   1. Complete all required satisfactions in a timely manner.
   2. Complete all required lien releases in a timely manner.
   
   
   
   
3. Complete day to day loan servicing duties; include but not limited to:
4. Responsible for accurate and timely processing loan payment corrections, loan modifications
5. Process loan payoffs and total loss payment checks daily.
6. Process consumer and consumer mortgage loan payments including making appropriate changes for such items as principal reduction, principal only payments, interest modifications, etc.
7. Perform necessary account maintenance on payment protection related products in accordance with established service levels.
8. Answering consumer servicing hunt group calls.
9. Work Synapses Service incident queue, including but not limited to payment reversals, payment to principal, ordering of HELOC checks, payment protection claims, GAP claims, payoff requests to other financials, letter of guaranty, close line of credits, export documents to optical, student loan corrections, paper title requests, moving loans to a different account, lien release requests, satisfaction requests, and file UCC's.
10. Work reports as assigned.
11. Make appropriate changes to consumer loans i.e. interest rate modifications, principal only payments.
12. Verify property taxes for first lien position loans.
13. Process DMV requests that involve releasing the lien.
14. Work as part of the Loan Servicing Team
    
    
    
    1. Provide assistance to fellow team members by servicing as a reliable resource and servicing as an expert resource in assigned subject areas.
    2. Serve as back-up for other loan servicing staff
    3. Act in a professional and courteous manner that maintains and expands internal and external relationships, and sets positive examples for other representative and helps create and maintain a positive work environment.
    4. Actively monitors the queue.
    
    
    
    
15. Maintain confidentiality, on personnel and other operations, shared with them.
16. Participate in training, department meetings, and educational sessions.
17. Understand and is accountable for executing all job functions in a way that is consistent with all requirements of BSA, OFAC and the USA Patriot Act/Customer Identification Act (CIP).

Note: Failure to comply with requirements may be subject to strong disciplinary action, up to and including termination by the credit union, as well as, civil and criminal penalties.

1. Assist with additional projects and other duties as assigned by departmental leadership.
2. Perform related duties as assigned and serve as back-up for staff as assigned.
3. Other duties as assigned by manager. Your primary duties are set forth in your job description, however, there may be times, at the discretion of management and company needs, where you may work in a different position or area with duties that correspond to the position and business need at that time.

Job Specifications

1. Professional well developed interpersonal skills essential for interacting with credit union staff and members.
2. Work requires ability to work accurately with figures and ability to perform detailed work.
3. Associate degree in business, finance or related field or equivalent experience required.
4. Minimum one year direct experience in consumer lending required, data entry experience preferred.
5. Requires the ability to follow-up on problems presented to members and co-workers using a customer service approach including use of investigative problem solving.
6. Basic knowledge of laws and regulations that consumer lending.
7. Intermediate mathematical skills required (calculations and concepts involving decimals, percentages, fractions, etc.)
8. Basic knowledge of Microsoft Word, Excel and Outlook.

Why Summit?

• Professional Growth: Opportunities for career development and advancement to help you reach your full potential.
• Work-Life Balance: Enjoy flexible work schedules and generous paid time off to maintain a healthy work-life balance.
• Retirement Benefits: Benefit from our 401(k) plan with employer match to secure your future.
• Employee Wellness: Participate in programs and resources designed to support your overall well-being.
• Community Involvement: Engage in initiatives that give back to the community and make a positive impact.

Personal Computer, Printer, Copier, Fax, 10 key Calculator, Telephone.

Disclaimer

The above information on this description has been designed to indicate the general nature and level of work performed by employees in this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to this job.