Loan Operations Specialist - Titles Focused

Description

General Summary

This position is primarily responsible for performing all tasks related to vehicle title administration, GAP refund processing, and total loss claim management, while also providing operational support for the Credit Union’s loan portfolios. The role requires a strong understanding of loan servicing functions, but with a primary emphasis on title-related responsibilities and insurance-related workflows. The specialist will interact regularly with members, dealerships, insurance companies, and internal departments to ensure accurate, timely, and compliant processing in accordance with Credit Union policies and regulatory guidelines.

Essential Functions

While this position provides comprehensive support to the Loan Operations department, its primary focus is on title administration and insurance-related functions, with loan operations tasks performed as a secondary responsibility .

Title Administration (Primary Focus):

• Provide support in all title administration responsibilities by monitoring the receipt, recording, and release of vehicle titles and other lien filings, which will include daily interaction with members, dealers and insurance companies as applicable.
• Share responsibility for handling title-related inquiries from members, dealers, and insurance companies, working closely with other team members to ensure consistent and compliant service.
• Research and assist in resolving processing errors on uncollected titles through all forms of communication with dealers, motor vehicle agencies, and others as needed.
• Manage total loss claim processing, including communication with insurance companies to confirm vehicle valuation, settlement amounts, and other required documentation needed for lien release.
• Coordination of GAP claim submissions resulting from total loss, communicating with members, insurance carriers, GAP providers and dealerships to track progress and ensure timely receipt of claim payments.
• Administer GAP refund processing on early loan payoffs, including communicating with dealerships and GAP providers, calculating refund amounts, and ensuring timely disbursement of refunds to borrowers.
• Maintain accurate records and documentation for all title and insurance-related activities, ensuring audit readiness.

Loan Operations Support (Secondary Focus):

The essential functions of this position ensure a wide range of support to the Loan Operations department, particularly during peak periods, and may include, but are not limited to:

• Perform loan onboarding, payoffs, disbursements, payment corrections, due date changes, and other maintenance tasks within the Credit Union’s core system.
• Provide back-up support with escrow administration as needed, including insurance and real estate tax tracking as well as escrow analysis for mortgage and home equity loans.
• Assist with loan audits, investor reporting, and participation loan servicing as needed.
• Respond to member and third-party inquiries related to loan accounts, using various communication channels.
• Prepare and distribute periodic reports related to loan and title servicing.

Additional Responsibilities:

• Contribute to the development and continuous improvement of departmental procedures.
• Assist in the training of new hires as needed as well as cross-train in other areas to provide backup support during high-volume periods or absences.
• Responsible for complying with the Credit Union’s information security policies, procedures and standards. This includes safeguarding member information, participating in required security awareness training, and reporting any suspected security incidents or vulnerabilities.
• Maintain compliance with all other applicable regulations and internal policies.
• Demonstrate Greenwood Credit Union’s core values and uphold a professional and respectful work environment.

Requirements

Requirements

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.

The requirements listed below are representative of the qualifications required of the position:

Education and Experience

• High school diploma or equivalent; Associate degree in business, finance or accounting preferred
• Minimum three (2) years of consumer lending or consumer loan servicing experience preferred
• Minimum two (2) years of experience in auto lending financial services industry preferred

Knowledge

• Proficient in DMV documentation requirements and vehicle registration procedures
• Working knowledge of mortgage and consumer loan terminology and regulations preferred
• Fluent in English; Bilingual a plus
• Thorough knowledge of laws and regulations governing credit union operations as applicable to position
• Knowledge of and adherence to proper telephone and email etiquette

Skills

• Accurate data entry and strong technical and mathematical skills
• Demonstrated proficiency in basic computer applications, including Microsoft Office and internet navigation
• Exceptional interpersonal, verbal and written communication and phone skills
• Developed organizational and time management skills
• Strong critical thinking, problem solving, and reasoning skills

Abilities

• Self-motivated and capable of working efficiently and with accuracy in a dynamic, high-volume environment with established productivity goals
• Must be adaptable to various competing demands and meet deadlines in a fast-paced environment
• Strong attention to detail with ability to audit, identify and correct procedural errors

Other

• Dependability and flexibility with work hours and work assignments
• Ability to work a minimum of forty (40) hours per week and overtime, as needed
• Commitment to team environment, member confidentiality and outstanding member service
• High degree of professionalism with positive and professional image and demeanor
• Consent to conduct pre and active employment background screenings

Physical Demands

The physical demands listed below are a representation of those that must be met by an employee to successfully perform the essential functions of this position. Reasonable accommodations may be made upon request to enable individuals with disabilities to perform the essential functions of the position.

While performing the duties of this job, the employee is regularly required to:

• Speak, hear, sit, stand, walk, climb stairs, reach and grasp with hands and arms, use hands to handle or feel objects, tools or controls, occasionally lift and/or move up to 25 pounds. Specific vision abilities include those required to use computers for up to 8 hours a day.

A full analysis of physical and mental demands is available upon request to the Human Resources Department.

Work Environment

The position is located in an office environment. The noise level in the work environment is usually low to moderate.

EEO Statement

Greenwood Credit Union is an Equal Opportunity/Affirmative Action Employer and therefore provides equal employment and advancement opportunities to all employees and applicants for employment without regard to race, color, ethnicity, religion, gender, pregnancy/childbirth, age, national origin, sexual orientation, gender identity or expression, disability or perceived disability, genetic information, citizenship, veteran or military status, marital or domestic partner status, or any other category protected by federal, state and/or local laws.

Disclaimer

The information on this job description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as an exhaustive inventory of all duties, responsibilities and qualifications required of employees assigned to this job. All duties and responsibilities are essential functions and requirements and are subject to possible modification to reasonably accommodate individuals with disabilities. To perform this job successfully, the incumbents will possess the skills, aptitudes, and abilities to perform each duty proficiently. Some requirements may exclude individuals who pose a direct threat or significant risk to the health or safety of themselves or others. The requirements listed in this document are the minimum levels of knowledge, skills, or abilities. This document does not create an employment contract, implied or otherwise, other than an “at will” relationship.