Consumer Finance Loan Administrator

Position Title

Location: Troy, MI 48098

The Consumer Finance Loan Administrator is responsible for supporting the Consumer Finance Performance Manager, Processors, Underwriters and other Consumer Finance teammates by aiding in departmental processes, production and customer service to consumer customers and internal colleagues. Responsibilities include investigating and routing customer issues or concerns regarding loans or other products or services, completing and analyzing reporting to ensure department SLAs (service level agreements) are met.

This role also supports managers and relationship managers using Word, Excel, PowerPoint, Outlook, and Bank operating/sales management systems. This is a hybrid role based in Troy, MI.

• Assist processors and underwriters with front‑end and back‑end process support, including mortgage recording, vehicle titling and recording, collateral release, and back‑up for all areas of lending such as check cutting, closing, and funding.
• Maintain weekly production reporting for management and maintain processes and procedures for the department.
• Provide the highest level of quality service to each customer, both internal and external, while achieving departmental metrics. Respond to, troubleshoot, and resolve difficulties, technical issues, and questions from Flagstar customers and teammates efficiently and professionally via phone, email, bank CRM systems, Loans PQ, DNA, or other related systems.
• Work cohesively with the Consumer Finance Performance Manager to support tasks related to consumer finance, including internal and external audits, gathering reports and data for weekly and monthly reporting (e.g., compliance/regulatory, internal).
• Process, respond, and manage the escalation process to include case management, ensuring communication to clients and teammates with accurate and timely resolution, managing inbox for ongoing issues, and coordinating with other business units.
• Assist with maintaining the LOB intranet site for accurate information related to rate sheets, job aids, procedures, and policies.
• Back up the consumer finance system analyst for LOS update (Loans PQ).
• Manage NMLS registration for certified lenders for accuracy and compliance.
• Perform special projects and additional duties as required.
• Adhere to regulatory and compliance policies and standards, complete required compliance trainings, and maintain compliance with applicable federal, state, and local laws.

• High School / GED / HiSET / TASC or foreign equivalent diploma.
• Minimum 2+ years of experience in a lending support role, preferably with 5 years of customer service experience in Consumer Lending, Mortgage Lending, and/or Branch Banking.
• Knowledge of loan origination, closing processes, and loan booking procedures.
• Excellent understanding of banking laws for compliance such as TILA, ECOA, FCRA, SCRA, HMDA, appraisals, etc.
• Strong organizational and time‑management skills.
• Excellent verbal and written communication skills, and demonstrated professionalism, tact, and diplomacy.
• Strong problem‑solving and conflict‑resolution skills.
• Proficient in Microsoft Office applications.
• Ability to adapt to new demands, work under minimal supervision, and independently create presentations and decks.
• Ability to build and maintain effective relationships with stakeholders, align efforts with enterprise goals, and build trusted client relationships internally or externally.
• Minimal travel may be required.
• Physical demands: moderate exertion and stamina such as standing, sitting, walking, driving, or infrequent lifting.

Medical, dental, vision, life, and disability insurance, as well as a comprehensive leave program.

Pay Range: $19.54 - $30.96 per hour.

Flagstar is an Equal Opportunity Employer. We are committed to providing clear and accurate compensation information in accordance with applicable laws.