Consumer Loan Servicing Specialist - Insurance Services - Hybrid

consumer loan servicing specialist - insurance services - hybrid job description

posted friday, september 19, 2025 at 10:00 am

title: consumer loan servicing specialist

department: consumer loan servicing

status: non-exempt

reports to: sup – consumer loan servicing

job code: 11287

pay scale: $25.02 - $27.00 hourly

general description:

as a consumer loan servicing specialist, you will provide a seamless experience for our members in managing their loans, while supporting leadership with department level initiatives and testing. This experienced level position plays a crucial role in driving innovation and implementing process improvements. This position requires an advanced understanding of loan servicing operations, analytical skills, and the ability to collaborate with cross-functional teams.

A specialist supports technician level staff, while supporting requests that require special handling up to vendor or project involvement. Key responsibilities include, projects, validations for system updates, new products, and product improvements. In addition, tracking production and service level agreements, quality control support, complicated research, and escalations. Team collaboration and positive communication, while demonstrating adaptability and resilience.

tasks, duties, functions:

• engage with members via phone and email, providing exceptional service and assistance with loan related inquiries, demonstrating alignment with our mission, vision, and core values.
• support team in processing requests submitted through the consumer loan servicing queues, email inboxes, faxes and by mail.
• assist technicians and handle escalations in a solutions-based manner, as a first line attempt of resolution prior to passing to leadership.
• department specific duties may include advanced servicing or subject matter expertise in the following:
• service pack validation, new product testing, statement validations.
• initiate and validate rate change processes on variable rate loan products.
• advanced servicing of equity loans including ensuring proper closing, title research and release resolutions, fixed rate segment servicing, including letter quality controls and general oversight of demand payoff processing.
• partner with accounting to research and clear differences in assigned general ledger accounts.
• support ab2311 by working escalated or delayed refund processing, exception processing and letter generation.
• support vehicle title perfection through planned strategies and partnerships with indirect lending teams and dealerships.
• monitor and ensure posting of insurance commission income and expenses related to product protection. Support adding, cancelling, and refunding of ancillary loan products offered.
• loan product portfolio management, including reporting, monitoring for errors, and onboarding new products, to include, testing and validating.
• mapping and servicing electronic forms, support generating new and servicing existing.
• monitor reporting, provide error resolution, with a strong focus on regulatory compliance in servicing standards.
• offers or negotiates terms of residential mortgage loan.
• maintain a thorough understanding of state and federal laws and regulations related to credit union compliance, including bank secrecy and anti-money laundering laws appropriate to the position. Must pass all regulatory and compliance courses and apply knowledge to daily tasks.
• identify and propose processing optimization, with a digital focus, to enhance the effectiveness of servicing operations. Lead implementation of digitally focused projects.
• establish a collaborative environment by actively engaging with colleagues to share best practices and ideas. Supporting training technicians and temporary employees. Mentor employees to ensure a high level of knowledge transfer.
• create open and honest communication, give, and encourage feedback.
• coordinate and monitor daily workflows of department.
• highly engaged participation in huddles and meetings, lead meetings as needed.
• support annual procedure update process.
• support production reporting, ensuring service level agreements are met and work is delegated to technicians in prioritizing order.
• innovate mindset with a passion for process improvement.
• proactive and self-motivated.
• provide additional department support and perform other tasks and duties as needed.

physical skills, abilities, and exertion utilized in the performance of these task:

• effective oral and written communication skills required to assist staff, members, and third parties.
• must possess sufficient manual dexterity to skillfully operate laptop, and other standard office equipment, such as financial calculators, cellphone, and telephone.

organizational contacts & relationships:

• internal: all levels of staff.
• external: members, vendors and third parties.

qualifications:

• education: successful completion of high school curriculum and/or equivalent work experience.
• experience: 3 or more years at a financial institution performing customer service in the financial…