Senior Loan Services Support Representative

• On-site
• Loan Services
• Full-Time
• Requisition #: SENIO
  004177

The Senior Loan Service Support Specialist is an experienced member of the Loan Services team responsible for supporting the day-to-day servicing of consumer loans, with a primary focus on lease servicing and lease-related processes. This position manages specialized consumer lending and servicing activities, including lease account maintenance, title and lien maintenance, total loss processing, Collateral Protection Insurance (CPI), GAP and warranty cancellations and refunds, loan and lease payoffs, and other post-closing consumer loan servicing needs.

The Senior Loan Service Support Specialist serves as a primary resource for complex and escalated servicing matters, including escalated calls and account concerns. This position is expected to take ownership of issues, research and identify appropriate resolutions, and provide exceptional customer service to both internal and external customers. The role works closely with members, dealerships, insurance companies, vendors, and internal business partners and requires strong attention to detail, problem-solving skills, organization, initiative, and commitment to delivering exceptional customer experience.

• Serve as a primary resource for lease servicing and lease-related account maintenance.
• Process and maintain lease accounts throughout the servicing lifecycle.
• Review and process lease payoffs and related documentation.
• Assist with lease maturity, end-of-term servicing, account maintenance, and other lease-related requests.
• Research and resolve discrepancies or complex servicing issues related to lease accounts.
• Coordinate with members, dealerships, internal departments, vendors, and third-party partners regarding lease servicing needs.
• Ensure lease documentation and account information are complete, accurate, and properly maintained.
• Provide support and guidance for questions related to lease servicing processes.
• Perform title and lien maintenance for consumer loans and leases.
• Research and resolve missing, incorrect, or incomplete title and lien information.
• Process lien releases and other title-related documentation as appropriate.
• Work with members, dealerships, state agencies, vendors, and internal departments to resolve title issues.
• Maintain accurate account records and documentation of title-related activity.
• Monitor outstanding title-related issues and follow through to completion.
• Handle consumer loan and lease accounts involving total loss claims.
• Work with insurance companies, members, vendors, and internal departments to obtain required information and documentation.
• Review insurance proceeds and account information and coordinate servicing activities necessary to resolve total loss accounts.
• Identify accounts requiring additional GAP, warranty, title, payoff, or other product-related follow-up.
• Research discrepancies and communicate with appropriate parties to facilitate resolution.
• Maintain clear and accurate documentation throughout the total loss process.

• Assist with CPI-related servicing, research, and account maintenance.
• Review member insurance information and research CPI questions and discrepancies.
• Coordinate with members, insurance providers, vendors, and internal departments as necessary.
• Process appropriate account maintenance related to CPI activity.
• Assist with escalated CPI questions and concerns.
• Ensure member concerns are thoroughly researched and communicated clearly and professionally.

• Process and monitor GAP and warranty cancellation and refund requests.
• Review documentation to ensure requests are complete and accurate.
• Work with dealerships,…