Consumer Loan Servicing Specialist - Compliance and Operations

Consumer Servicing Specialist Compliance and Operations

The Consumer Servicing Specialist Compliance and Operations serves as a primary resource for managing GAP and ancillary product processes, including direct interaction with insurance agencies. This role is also responsible for maintaining, responding to, and correcting reports derived from exceptions and accounting discrepancies, ensuring data accuracy, compliance, and timely resolution. In addition to these core responsibilities, the specialist supports a variety of consumer loan servicing functions such as loan maintenance requests, total loss claims, payment protection, automation tasks, check processing, payoff quote support, and processing in the CORE system. The role also contributes to identifying trends, resolving servicing compliance issues, and enhancing operational efficiency.

Strong customer service skills, adaptability to shifting priorities, and effective collaboration with internal teams and credit union staff are essential to success in this role.

Reports to: Sr Manager of Consumer Operations

Supervisory or Managerial Responsibility: None

Contacts: All levels of credit union employees and members

Minimum Qualifications

Education: Associates degree in related field or equivalent experience preferred

Work Experience: Minimum 2 years preferably in customer/member service role. Knowledge of Microsoft Office (Word, Excel, Outlook, PowerPoint). Basic knowledge of Consumer Lending originations or financial industry experience preferred

Special Training, Certification or Licensure: None

Work Environment and Conditions: Office Environment

Essential Responsibilities:

• Demonstrate Bellco's Act Nice Behaviors and Core Values in all interactions with members, prospective members, and personnel in other Bellco departments while holding staff accountable to standards.
• Manage the end-to-end GAP refund process for both Direct and Indirect loan products. Monitor refund activity, ensure timely and accurate claim submission, and maintain proactive follow-up with GAP providers. Own the member experience throughout the GAP refund lifecycle, ensuring clear communication, issue resolution, and compliance with provider and regulatory requirements.
• Oversee exception and accounting discrepancy reporting processes by working exception reports within established SLAs, collaborating with Accounting and Originations teams to ensure timely and accurate reconciliation of General Ledger (GL) entries, and identifying and reporting on trends to support process improvements and compliance monitoring.
• Manage high volumes of open gap claims daily. Meeting or exceeding established SLA's to minimize member impact.
• Update and manipulate reports to document progress and provide status information and claim analysis to senior management.
• Manually issue refunds as needed when automated refunds fail.
• Review and support all activities associated with Consumer Processing. Includes day-to-day relationships, setting and accomplishing priorities, while maintaining a high level of productivity and quality standards.
• Research and resolve consumer loan servicing compliance issues, ensuring adherence to regulatory and agency requirements (e.g., SCRA, Fair Credit Legislation, CFPB).
• Support additional servicing functions including loan maintenance requests, total loss claims, payment protection, automation tasks, check processing, payoff quote support, and processing in the CORE system.
• Track individual productivity and results to maintain and meet established team and department SLAs.
• Respond to all member inquiries and questions while providing excellent member service related to transactions via outbound and inbound calls and email.
• Interact with governmental agencies and 3rd party representatives related to various servicing requests and general questions while creating solutions and determining when scenarios should be escalated.
• Respond to escalated member issues and utilize out-of-box solutions to provide exceptional member service, resolving issues with urgency. Provide updates to management for awareness. Research root causes and trends.
• Report on vendor performance and service standards to management team as necessary.

Skills:

Ability to understand and execute tasks within Service Level Agreements (SLAs), required, Ability to solve problems and analyze with a high degree of accuracy, Effective time management with the ability to prioritize workload based on department requirements and member needs while working in a fast-paced, deadline-driven environment, Ability to work independently and within the team while promoting a positive team environment, Perform basic mathematical computations; effectively communicate verbally and in writing; comprehend materials and follow instructions, Exercise good judgment/reasoning and resourcefully solve routine problems; organize and handle multiple tasks and prioritize; handle confidential/sensitive information; exhibit excellent customer service skills, Proficient in Microsoft Office (Word, Excel, Outlook) preferred, Strong communication skills, both verbal and written, Ability to support GAP and ancillary product processes, including interaction with regulatory and insurance agencies, Skilled in reviewing, responding to, and resolving exception and accounting discrepancy reports.

Core Responsibilities:

• Be available to work as scheduled and report to work on time.
• Be willing to accept supervision and work well with others.
• Comply with all organizational policies, the Employee Handbook, Code of Conduct, and required annual training.
• Fosters an inclusive workplace where diversity and individual differences are valued and leveraged to achieve the vision and mission of the organization.
• Adheres to safe working practices and always follows all organizational safety policies and procedures.
• Demonstrates compliance with all state, federal and all other regulatory agency requirements.
• Ensure strict confidentiality of all records and PII.

Core Values:

BE ETHICAL AND DEMONSTRATE INTEGRITY: Treat others with respect, dignity and "tough love." It's about character and influence, not about a title. Be honest and direct. Challenge ourselves and each other to reach our full potential.

BE ACCOUNTABLE: Lead by example. You are the reflection of how you show up. Set realistic expectations. Make good business decisions. Meet commitments. Learn from mistakes.

EMBRACE CHANGE: Develop the individual, improve the team, grow the institution. Encourage and reward creative solutions. Ask impactful organizational questions. Identify the problem to be solved and the desired outcome. Engage others. Believe in what's possible.

APPRECIATE THE MEMBER: Achieve and retain trusted, valued relationships with members. Listen and identify needs. Prioritize the member experience. Maintain a high level of member satisfaction. Serve the member with pride.

ACHIEVE SUCCESS TOGETHER: Strive for Flawless Execution. Not for the sake of numbers, but for a sense of pride in a job well done. Success favors the prepared. Consistently plan, coach and grow to master our roles. Celebrate our success.

Act Nice Behaviors:

Accept mutual accountability when things go wrong

Acknowledge others' efforts and thank them

Avoid jumping to conclusions

Be honest, direct, and civil with no hidden agendas

Communicate with others face to face whenever possible

Empathize with others by putting yourself in their shoes

Establish and build relationships into trusted partnerships

Forget the past and avoid holding grudges

Hear individuals out by actively listening to them

Protect and build up each other's self-esteem

Recognize and reinforce others' positive actions

Respect each other's priorities and personal space

Bellco Credit Union provides a comprehensive benefits package to all regular, full time and part time employees, including: Medical, Dental, Vision, 401 (k) with company match, Supplemental Life Insurance, Paid Vacation, Paid Sick Days, and Paid Holidays. In addition to base compensation, Bellco Credit Union offers bonuses for the following roles: Non-exempt branch roles may earn monthly bonuses for meeting production goals and quarterly bonuses for meeting team goals. Exempt branch roles may earn quarterly bonuses for production and team goals. Exempt non-branch management roles may be eligible for an annual managerial bonus. Non-branch non-management roles may be eligible for on-the-spot bonuses for extraordinary performance.