Consumer loan servicer

To create joy and ignite Michiganders’ Impossible Dreams.

At orsa, our commitments start with our purpose and are guided by our vibrantly lived values . We walk together toward strategic ends, galvanized by regenerative leadership and a growth orientation which moves us toward our human potential, so that we can support Michiganders in shaping the life they desire.

The consumer loan servicer serves as a critical operational backbone for orsa credit union's consumer loan portfolio, supporting the full lifecycle of loans by performing complex servicing functions, portfolio maintenance, regulatory compliance, and member issue resolution. This role manages diverse activities, including accurate loan servicing, timely funding, collateral perfection, insurance administration, and portfolio integrity, while partnering with internal departments, third-party vendors, and members to deliver exceptional member experience.

While the position focuses primarily on consumer loan products (auto, personal, credit cards), it also provides essential backup support to the mortgage servicing team.

As an impact-driven team, our work is collaborative and dynamic. This role, like all positions at orsa, will be counted on to perform a variety of tasks as directed by leadership. Some of the core deliverables for this role are:

• Post-closing activities, modifications, restructures, paid-in-full loans, payoff requests/quotes, lien releases, document corrections, collateral changes, loan assumptions (if applicable), and deceased member loan maintenance.
• Disburse loan payoffs and payments to vendors, ensure the mortgage is electronically recorded, and rectify any rejections in a timely manner.
• Verify documents and manage all aspects of consumer loan titling and UCC lien placement with electronic title vendors to ensure timely lien placement and releases.
• Execute payment reversals, reallocations, corrections, interest adjustments, fee waivers, skip-a-pay requests, payment deferrals, due date changes, and respond to loan maintenance requests.
• Process incoming/outgoing mail by scanning, indexing, and categorizing loan documents into the imaging system; audit, reconcile, and scan recorded mortgages, discharges, final title policies, and RD-108s.
• Assist with loan audits by gathering requested documentation, performing loan research. Execute quality control while performing servicing related maintenance on transactions including payment adjustments, modifications, bankruptcy-related changes, and payoffs to ensure regulatory and policy compliance.
• Oversee comprehensive insurance programs (homeowners, flood, GAP, debt protection, MRC) including tracking, claims processing, loss drafts, refunds, and vendor communication; coordinate third-party activities by verifying coverage accuracy, preparing lien releases/notices of consent, assisting with settlements, issuing payoff statements and letters of guarantee, and reconciling accounts; monitor the loan servicing general ledger to reconcile debt protection and GAP claim payments.

• Serve as the SME for loan servicing inquiries; resolve escalated member issues; research complex servicing questions; maintain service level expectations.
• Partner with Experience Team, Mortgage Closing, Consumer Processing, Residential Loan Servicing, Collections, Accounting, to provide technical guidance and support.

• Participate in system testing/validation; support process improvement initiatives; assist with procedure documentation updates; recommend workflow enhancements.
• Assist with new product implementation; cross-train within Lending Operations; participate in departmental projects as assigned.
• Perform end-of-day/end-of-month processing; serve as reliable backup to the residential loan servicing team during peak periods or absences; complete other duties and reporting as directed by leadership.

As an organization focused on creating belonging, we appreciate that outstanding team members have different roads to…