Consumer Loan Servicing Specialist

Job Scope

Provides knowledgeable support for consumer loan operations by performing a variety of moderately complex tasks in accordance with established procedures, policies, and regulatory guidelines. Utilizes sound judgment to resolve routine issues, responds accurately and professionally to loan-related inquiries, and adapts to updates in processes and systems. Supports internal staff and members with increasing independence, maintains strict confidentiality of member information, and proactively contributes to team success.

Recommends improvements based on observations and participates in service and process enhancement efforts. Upholds the Credit Union’s core values by delivering consistent, high-quality service in all interactions.

Full-time

Provides knowledgeable support for consumer loan operations by performing a variety of moderately complex tasks in accordance with established procedures, policies, and regulatory guidelines. Utilizes sound judgment to resolve routine issues, responds accurately and professionally to loan-related inquiries, and adapts to updates in processes and systems. Supports internal staff and members with increasing independence, maintains strict confidentiality of member information, and proactively contributes to team success.

Recommends improvements based on observations and participates in service and process enhancement efforts. Upholds the Credit Union’s core values by delivering consistent, high-quality service in all interactions.

• Perform duties of the Level 1 Consumer Loan Servicing Specialist independently as needed, demonstrating full proficiency in routine loan servicing functions.
• Take ownership of internal and external loan-related inquiries from members, branches, dealers, and the Contact Center, providing accurate, professional, and knowledgeable responses while maintaining confidentiality.
• Actively listen to members to assess needs, recommend appropriate solutions, and ensure timely resolution of loan servicing issues, escalating complex matters as necessary.
• Research and resolve member credit disputes related to their loans, applying regulatory and policy guidelines.
• Process and manage assigned daily, weekly, and monthly loan reports, including credit life and disability products, student loans, SCRA accounts, share certificate loans, and paid-ahead loans.
• Administer GAP refund processes for indirect loans, coordinating directly with carriers or dealers and managing suspense attempts to ensure timely member refunds.
• Prepare member correspondence such as letters, payment histories, and amortization schedules as requested.
• Conduct stock reviews including audits of certificates and evaluations to ensure adequate coverage of loan collateral.
• Process file maintenance requests, including loan account corrections, adjustments, interest rate changes, modifications, and debt protection insurance updates.
• Handle full or partial insurance cancellations, vehicle damage claims, total loss processing, and letters of guarantee, ensuring compliance with turnaround goals.
• Perform payment reversals, transfer payments, loan adjustments, and other account corrections independently.
• Track and audit new loan originations exceeding established thresholds (e.g., loans over $20K or $40K), including employee loans, and manage loan file archiving as required.
• Compile routine loan servicing reports and track departmental workload volumes to support operational efficiency.
• Administer GAP, MRC, and CPI products including fees, cancellations, refunds, and monthly reconciliations, working closely with accounting to resolve exceptions.
• Monitor and audit Allied insurance coverages, ensuring accuracy of CPI add-ons, cancellations, and force-placed insurance payments; resolve member disputes related to CPI.
• Provide training and resource materials to new or less experienced team members; contribute to departmental process improvements and procedural documentation.
• Uphold the Credit Union’s core values by consistently delivering exceptional member service and safeguarding member and institutional confidentiality.
• Perform other duties as assigned.