Financial Services Specialist

Financial Services Specialist – Duke University

The Financial Services Specialist provides essential member service across call center, lending, and general operations, ensuring accurate handling of transactions, loan processing, and member communications.

• Provide in person or by telephone detailed information concerning credit union services or policies.
• Answer member questions and resolve account problems; assist members in reconciling account balances; waive fees when indicated or refer to higher‑level personnel if unable to resolve.
• Assist loan officer in obtaining information from members on applications; assist loan department with processing loan requests, pulling files and credit reports, preparation of loan documents, and all functions necessary for loan approval.
• Prepare bi‑weekly and monthly payroll change reports, including setting up payroll groups and/or allocation to various credit union accounts.
• Approve loan requests within authorized limits.
• Quote accurate loan payoff information.
• Recommend exception approval to Director of Lending or designee.
• Oversee follow‑up system of loan documentation, locate missing documents or information, and take appropriate action to protect the Credit Union’s interests.
• Return titles or deeds of trust to members when loans are paid.

• Obtain information from members for consumer and mortgage applications; process loan requests, analyze credit reports, prepare loan documents, disburse loan funds, and perform all other duties to assist in the loan approval process.
• Verify that all mortgage requests are within credit union policy and procedures, and that each request is properly prepared, documented, and approved.
• Perform borrower pre‑qualification assessment and analysis of financial condition; assess risk of financing requests within the credit union’s culture and economic context.
• Coordinate the process of approved loans; ensure mortgages are processed according to agreements, member needs, and lending policies; obtain necessary documentation; resolve processing and servicing issues; approve loan disbursements in accordance with agreements.
• Underwrite and approve loans submitted through Credit Union Direct Lending (CUDL) and perform all other duties needed to assist in the loan approval process.
• Recommend exception approval to Director of Lending.
• Maintain a follow‑up system for loan documentation, obtain missing documents and information on a timely basis, and protect the Credit Union’s interests.
• Ensure lien and title information is properly recorded.
• Return titles or deeds of trust to members as needed.
• Assist in collection of bad checks, POS disputes, and charged‑off accounts.
• Assist in member contacts (by phone, in person, or in writing) for delinquent account collection.
• Keep current and be knowledgeable of credit union collection and loan policies and procedures, and all applicable laws and regulations.
• Prepare and maintain accurate records of all member contact, including loan documentation, payment plans, legal documentation, written correspondence, and the Credit Union’s mortgage programs.
• Administer the Collateral Protection Program.

• Perform other duties as may be required or requested by the Financial Guidance Counselor or Director of Lending.
• Register with the Nationwide Mortgage Licensing System and Registry as a mortgage loan originator in accordance with the Secure and Fair Enforcement for Mortgage Licensing Act (the “SAFE Act”).

High School diploma or equivalency required. Business or technical training desired.

Two years’ financial institution experience required. One year of credit union experience required.

Must have complete knowledge of credit union policies and procedures and applicable credit union law. Must be knowledgeable of credit union services, interest rates, and have the ability to counsel members on investment accounts.

Must be able to communicate effectively with others by telephone or in person. Must grasp the effects of member requests as they relate to individual accounts.

Speech, Sight, Hearing, Dexterity, Mobility,…