Loan Servicing Specialist

The Loan Servicing Specialist performs a variety of loan servicing and customer support functions for consumer loans originated through First US Bank’s network of approved dealer partners. Serves as a cross-functional team member, providing exceptional support and backup coverage for contract funding, collateral administration, customer service, and other internal stakeholders. Performs other duties as assigned.

• Maintain the shared funding tracker report to ensure all received packets are properly documented and accounted for.
• Send daily funding notices to dealers; ensure accurate and timely communication of funding activity and requests for original documents post-funding; maintain appropriate records and documentation.
• Maintain the contract recap spreadsheet to ensure all required wet-ink signed original documents are received in a timely manner.
• Monitor loan accounts exceptions to ensure prompt resolution.
• Work with dealers, state agencies, and customers to obtain missing documentation.
• Provide professional and timely assistance regarding account information, payments, title status, and loan servicing requests.
• Respond to customer, dealer, and internal inquiries regarding loan accounts, payment histories, collateral status, and payoff information.
• Process routine loan maintenance requests.
• Research and resolve account balancing issues, payment discrepancies, unapplied funds, and posting exceptions.
• Prepare and provide payoff quotes upon request.
• Process paid-in-full accounts and prepare lien releases.
• Coordinate title release and collateral documentation delivery to customers.
• Ensure all post-payoff activities are completed accurately and within established service standards.
• Effectively manage inbound email communications through timely review, assignment, escalation, and follow-up; maintain accountability for preventing unanswered or unresolved items.
• Manage a high volume of inbound calls during peak periods; take ownership of dealer and customer interactions by promptly answering calls, assessing needs, providing accurate assistance, and ensuring timely resolution or appropriate escalation.
• Maintain positive working relationships with dealer partners to support business growth and service excellence.
• Comply with all applicable laws, regulations, policies, procedures, and compliance requirements.
• Participate in and complete all required compliance training, including BSA/AML, as well as other internal and external training programs.
• Participate in process improvement initiatives to enhance efficiency, accuracy, and dealer experience.
• Cross-train in multiple department functions to provide backup coverage during absences and periods of increased volume.
• Assist in training new teammates as needed.
• Perform other duties as assigned.

• High School diploma or equivalent required;
  Associate’s degree preferred.
• Minimum of two years of financial services experience preferred.
• General understanding of consumer lending and collateralized loan servicing is a plus.
• Excellent organizational skills and attention to detail.
• Strong verbal and written communication skills.
• Proficiency with Microsoft Office applications and other business computer systems.
• Ability to work independently and collaboratively within a team environment.
• Ability to manage multiple priorities in a fast-paced environment.
• Ability to work flexible hours, including overtime and occasional Saturdays, to meet operational demands during month-end, peak seasonal funding cycles, and other high-volume business periods.

Work is performed in a professional office environment and requires the ability to operate standard office equipment and keyboards. Prolonged periods sitting at a desk and working on a computer. May require the ability to lift files, bend, reach, walk or maneuver around the bank. Must be able to lift up to 15 pounds at times.

This position description is not intended, and should not be construed, to be an exhaustive list of all responsibilities, skills, efforts or working conditions associated with the job; it is intended to be an accurate reflection of those principal job elements essential to the job.