Consumer Loan Servicer

Consumer Lending Operations

This position is directly responsible for performing day-to-day tasks in several highly visible servicing processes; including handling member inquiries or problems and maintenance of consumer loan files.

Principal Duties and Responsibilities:

• Provide timely and professional service to members and team members by responding to consumer loan inquiries and requests via phone, email, and mail; research and resolve account and servicing issues accurately and efficiently.
• Process and maintain collateral documentation for automobiles, motorcycles, light trucks, and other secured consumer loans, including registrations, title work, lien additions, lien releases, through the Department of Transportation.
• Monitor lien perfection; maintain and review missing lien report and conduct weekly and monthly follow-up on outstanding or incomplete lien perfections.
• Perform daily consumer loan servicing activities throughout the life of the loan, including payment processing, account maintenance, payment reversals, automatic payment changes or skips, payment deferrals, extensions, and other approved loan modifications.
• Process credit report monitoring and maintain error logs; research and address reporting discrepancies in accordance with applicable policies and regulatory requirements.
• Complete daily DRA clearing and balancing activities; research and resolve discrepancies to ensure accurate loan and general ledger records.
• Prepare and distribute required loan correspondence and notices, including CUDL welcome letters, adverse action notices, spousal notices, payment-related correspondence, and other required member communications.
• Perform collateral protection insurance (CPI) servicing activities including communicating with members and insurance providers, processing refunds and recasts, updating loan records, and resolving insurance-related issues.
• Review consumer loan documentation for accuracy, completeness, and compliance with established policies and procedures; identify missing or incorrect documentation and coordinate appropriate follow-up.
• Assist with audits and quality assurance reviews, and research requests by providing accurate loan documentation, account information, and supporting records.
• Complete month-end reconciliation and balancing for GAP, warranty, and debt protection products, researching discrepancies and ensuring accurate posting and reporting.
• Monitor and resolve vehicle/title-related errors and exceptions, including maintaining the VITU error log and following up with appropriate parties to ensure timely resolution.
• Perform other duties as required and assigned.

Work Relationships and Scope: Reports directly to the Consumer Lending Operations Manager. Will have regular contact with members and employees of the Lending Department.

Performance Dimensions:

• Must maintain the integrity of confidential business information and follow all guidelines on confidentiality.
• Provide outstanding services to co-workers & members.
• Possess the ability to attend to numerous details with frequent interruptions under the stress of maintaining courteous, effective, and timely relations with a variety of individuals and personalities.
• Promotes quality, accuracy, timeliness, reliability, and thoroughness of work performed.
• Is punctual, flexible, reliable, and demonstrates a friendly and helpful attitude.
• Possess ability to gain the trust and respect of members, management, and employees. Also maintains a positive, professional, team-oriented working relationship with staff and outside vendors.
• Enhance job growth through continuing education, as required or necessary.

Requirements

Knowledge, Skills and Abilities Required:

Education/Experience:

• Two to three years of experience in consumer lending and/or processing is preferred.
• Previous experience in a financial institution preferred.

Skills and Abilities:

• Excellent communication skills and proven effectiveness in working with management, loan originators, and loan applicants. Also work in courteous, respectful, and efficient manner with all co-workers.
• Comprehend consequences of various situations and refer them to the appropriate staff for resolution.
• Manage personal workflow and meet deadlines by being organized, detailed, and task-oriented.
• Ability to work with a wide range of personalities in a courteous, effective, and efficient manner.
• Ability to attend to numerous details, with frequent interruptions, under the stress of maintaining courteous, accurate and timely relations with a variety of individuals.
• Knowledge and ability to apply current financial service industry standards, laws, and regulations.
• Ability to present ideas, report facts and other information clearly and concisely.
• Proficient knowledge of the Microsoft Suite (Outlook, Word, Excel, PowerPoint).
• Proficient operation of a variety of general office equipment such as a computer, software applications, typewriter, copier, calculator, telephone, copy machine, fax machine and other similar devices or programs related to the position.

Working Conditions:

Job Conditions/Work Location: The majority of work will be performed in a normal office environment. There will be some variation in work hours due to special projects, deadlines, education and other concerns. The noise level in the work environment is usually moderate. Will make periodic visits to branch locations.

Physical Requirements: Ability to sit and stand for extended periods of time, regularly access files (some standing, walking, climbing, bending, stooping, lifting up to 50 lbs and carrying of usually light materials.) Frequent mental and visual concentration required for computer usage.

Equipment Used: Various software programs, telephone, computer, copy machine, calculator, fax machine, and other office equipment.

Hazards: Only those present in a normal office setting; no known hazards. In the course of working with the public, the employee may, on a very limited basis, encounter abusive, aggressive or unpredictable threatening behavior. Must observe safety and security practices at all times.

Acknowledgment: This job description describes the general nature and level of work performed by the employee assigned to this position. It does not state or imply that these are the only duties and responsibilities assigned to the job. The employee may be required to perform other job-related duties as requested by the President. All requirements are subject to change over time and to possible modifications to reasonably accommodate individuals with a disability.