Consumer Loan Servicing Support Specialist

Job Title: Consumer Loan Servicing Support Specialist

Reports To
:
Senior Manager, Consumer Loan Servicing

FLSA Status: Non-Exempt

Job Family: Support

Job Level: Skilled

** This is a Hybrid / St. Louis Position **

The Consumer Loan Servicing Support Specialist supports the day-to-day administration of the Credit Union's consumer loan portfolio by processing loan servicing activities, maintaining accurate loan and collateral records, researching account issues, and resolving operational requests. This role partners with internal teams, members, dealers, vendors, and third parties to ensure consumer loan servicing activities are completed accurately, efficiently, and in accordance with established procedures and regulatory requirements.

The intent of this job description is to provide a representation of the types of duties and level of responsibilities required of this position and is not intended to be an exhaustive list of all responsibilities, duties, and skills. Team members may be directed to perform job-related tasks others than those specifically stated in this description.

• Coordinates vehicle title, lien, and related loan documentation activities, including lien placement, lien releases, title review, and loan servicing documentation
• Processes consumer loan servicing transactions, including payments, payoffs, refunds, and related servicing requests
• Processes Guaranteed Asset Protection (GAP), debt protection, life, unemployment, and other loan protection claims
• Processes dealer payoffs, insurance payments, and other financial transactions related to consumer loan servicing
• Maintains working knowledge across departmental functions and shares knowledge with team members to support coverage and continuity
• Responds to consumer loan servicing inquiries from members, vendors, credit bureaus, and internal teams, and researches and resolves account-related issues as needed
• Monitors collateral protection insurance coverage and related account servicing activities

An equivalent combination of education, training, and experience will be considered.

• High school diploma or equivalent
• 1+ year of experience in consumer lending, loan servicing, financial services operations, related service-driven environments, or transferable relevant experience

• Degree or specialized training in finance, business administration, accounting, banking, consumer lending, or related field
• 2+ years of experience in consumer lending or consumer loan servicing
• Experience working in a credit union, banking, financial services, or other highly regulated environment

A representation of the knowledge, skills, and abilities necessary to perform this job competently.

• Knowledge of consumer loan servicing processes, loan documentation, payment processing, and consumer lending operations
• Knowledge of vehicle titles, liens, collateral protection, and loan protection products, including Guaranteed Asset Protection (GAP), debt protection, and related claims processes
• Knowledge of applicable laws, regulations, policies, and operational standards related to consumer loan servicing and member account security
• Skilled in researching account issues, resolving consumer loan servicing requests, and maintaining accurate loan records
• Ability to evaluate discrepancies, determine appropriate actions, and expand upon them or challenge them when necessary
• Ability to organize work, manage multiple priorities, and meet established deadlines in a fast-paced environment
• Ability to communicate effectively through verbal, written, and electronic communication
• Ability to handle confidential and sensitive information with professionalism and discretion
• Sk…