Loan Servicing Specialist

It's fun to work in a company where people truly BELIEVE in what they're doing!

We're committed to bringing passion and customer focus to the business.

Position Summary:

The Loan Servicing Specialist role makes a difference in our members' lives by supporting various aspects of the loan servicing including titles, insurance and CPI tracking within the lending team. This is accomplished by providing the highest quality experience for both internal and external members.

Principle Duties and Responsibilities

• Willingness and ability to exhibit Wellby Core Values every day.
• Works with purpose and is driven to provide the best team member experience.
• Assist members and team members with title and insurance calls, emails, mail, chats, LN forms, faxes with members and other departments.
• Maintain a cohesive relationship with dealers, financial institutions, insurance companies, and members.
• Review payment options and assist members with setting up automated payments.
• Request titles through FDI.
• Defer a payment on consumer loans and loan payment reversals requiring exception approval.
• Review Subsequent Action forms for Due Date Changes.
• Process draws on consumer line of credit, loan payment reversal & corrections.
• The specialist will complete all title documents necessary for perfecting the credit union's security interest on various types of collateral transactions and support all the work-related titles.
• Process payoff checks.
• Accurately release paid off titles to the appropriate recipient.
• Accurately process request for a perfected title to be transferred to another state when a member changes residency.
• Process Line of Credit and VISA Closures.
• Oversee the CPI program including assisting members directly with proof of insurance, updating loan information, processing CPI weekly cycle reports (Claims, CPI postings, refunds and add files). Assemble and organize details including supporting documents for submission in response to initial claims prior to posted deadlines.
• Process total loss and GAP claims including, working directly with members and insurance companies to file/update claim information, executing letter of guarantees, submitting GAP claims, processing/posting insurance payments, ordering and releasing titles.
• Process Debt Cancellation (Death Benefit / Disability benefit) claims including but not limited to filing of necessary paperwork, gather documents, and submit claims and post applicable claim payment.
• Process all product cancellations and claims (GAP, VSC, Debt Cancellation products) including, appropriate loan file maintenance and processing required cancellation paperwork. Assist with new quotes as needed.
• Handle Total loss claims.
• File and post repo claims (skip, damage, door knock, fee claims, etc.) and post repo invoices to loan.
• File UCCs with the Secretary of State.
• Sort daily mail (Insurance, Mortgage, Title Work/Payoff Checks).
• Assist with Team Chats, Phone Calls, etc. with all existing Consumer loans.
• Performs other duties as assigned.

Knowledge, Skills, and Abilities (KSA)

• Knowledge of Wellby's organizational functions, and general operating policies and procedures.
• Knowledge of secretarial practices and procedures, business English, spelling, and punctuation.
• Knowledge of personal computer, utilizing Microsoft Office Suite.
• Skilled in operating computer equipment and general office machines such as personal computers, copiers, projection equipment, audio/video, Microsoft Teams, Zoom Video Communications, and adding machines.
• Ability to interpret regulations affecting the Credit Union
• Ability to communicate information and ideas so others will understand. Must be able to exchange accurate information in these situations.
• Ability to work effectively across organizational departments and functions to achieve strategic goals.
• Ability to work in a fast-paced team environment with exceptional customer service skills.
• Ability to communicate clearly and concisely, orally and in writing.
• Ability to motivate others and to work in a large cross-functional team dynamic.
• Ability to efficiently understand and follow oral and written instructions, perform routine duties without close supervision and establish and maintain effective working relationships with other team members.
• Ability to coordinate several concurrent activities simultaneously.

Supervisory Responsibilities

• Team member does not have supervisory responsibilities.

Complexity & Scope of Work

• The team member performs a variety of related tasks which are mostly routine but are sensitive in nature.
• Non routine situations or conflicts are usually referred to the supervisor for resolution.
• Instructions to the team member may be general or specific in nature.
• Courses of action are determined by established procedures and/or the Manager of Loan Servicing.
• The team member's work is reviewed periodically for accuracy, completion, and compliance with the policies and procedures.
• Tasks may occasionally have to be coordinated, integrated, and/or prioritized.

Physical Demands & Work Environment

• The physical demands and work environment characteristics described here represent those that must be met by a team member to successfully perform the essential functions of this position. Reasonable accommodations may enable individuals with disabilities to perform essential functions.
• To perform this job successfully, the team member is frequently required to remain in a stationary position 50% of the time. Daily movements include sitting; standing, reaching, and grasping, operating computers and other office equipment, moving about the office; and attending possible onsite and offsite meetings. The team member must be able to exchange information, in person, in writing, and via telephone. Some degree of stress results from contact with management and other team members.
• The ability to observe details at close range (within a few feet of the observer).
• Must be able to occasionally lift items weighing up to 25 pounds across the office and load them onto shelves for various needs.
• The noise level in the work environment is usually moderate.
• Work involves the typical risks and discomforts associated with an office environment but is usually in an area that is adequately cooled, heated, lighted, and ventilated.

Minimum Qualifications

• High School Diploma or equivalent required
• Bachelor's degree preferred.
• Minimum one (1) to three (3) years of Insurance/loan servicing or similar experience
• Possess well-developed professional communication
• Position requires a high level of organization, management of multiple tasks, the ability to work in a team, and collaborate with others.

For All Candidates:

This is a Full-Time, Hourly (Non-Exempt) position role.

Wellby is an equal opportunity and affirmative action employer and gives consideration for employment to qualified applicants without regard to race, color, religion, sex, national origin, age, disability, genetic information, sexual orientation, gender identity or expression, pregnancy, veteran status or any other legally protected characteristic. If you'd like more information about your EEO rights as an applicant under the law, please contact Human Resources.

Wellby provides equal opportunity to qualified individuals with disabilities and disabled veterans. If you need a reasonable accommodation, please email View email address on click.appcast.io or call View phone number on click.appcast.io for assistance.

Disclaimer
The statements herein are intended to describe the general nature and level of work being performed by team members and are not to be construed as an exhaustive list of responsibilities, duties, and skills required of personnel so classified. Furthermore, they do not establish a contract for employment and are subject to change at the discretion of the Company.