Consumer Loan Servicing Specialist

Consumer Loan Servicing Specialist

Status: Non-exempt

Reports to: Supervisor - Consumer Loan Servicing

Department: Consumer Loan Servicing

Job Code: 11287

Pay Range: $25.40 - $27.00 Hourly

Location: Hybrid in Sacramento, CA

WHO WE ARE: Golden 1 Credit Union is among the top credit unions in the country. As a member-owned, not-for-profit cooperative, Golden 1 is guided by the credit union philosophy of "people helping people." We are committed to empowering our members and uplifting our communities as we create a more equitable and financially inclusive California. We welcome all who embrace our Core Values.

WHO YOU ARE: You bring a strong sense of ownership and accountability to work, consistently delivering accurate and timely results while managing competing priorities in a fast-paced, production-driven environment. You are a collaborative and solutions-oriented problem solver who leverages your experience in loan servicing to navigate complex scenarios, support team effectiveness, and drive consistent operational execution. You proactively identify opportunities for improvement, apply analytical thinking to resolve issues, and adapt quickly to changing priorities while maintaining a high standard of service and compliance. You care, serve, and deliver to your team, leaders, and members.

WHAT YOU'LL DO:

• Engage with members via phone and email, providing exceptional service and assistance with loan related inquiries, demonstrating alignment with our Mission, Vision, and Core Values.
• Process requests submitted through the Consumer Loan Servicing queues, email inboxes, faxes and by mail.
• Assist technicians and handle escalations in a solutions-based manner, as a first line attempt of resolution prior to passing to leadership.
• Department specific duties may include advanced servicing or subject matter expertise in the following: System testing, new product testing, statement validation. Loan Servicing and maintenance functions Rate change processes on variable rate loan products. Advanced servicing of equity loans including ensuring proper closing, title research and release resolutions, fixed rate segment servicing, demand payoff processing. Partner with accounting to research and clear differences in assigned general ledger accounts. Process early payoff and non-payoff refunds for ancillary loan products. Support vehicle title perfection through planned strategies and partnerships with indirect lending teams and dealerships. Monitor and ensure posting of insurance commission income and expenses related to product protection. Support adding, cancelling of ancillary loan products offered. Mapping and servicing electronic forms, support generating new and servicing existing. Monitor reporting, provide error resolution, with a strong focus on regulatory compliance in servicing standards. Investigate, process and respond to credit bureau disputes and discrepancies including communication with the credit reporting agencies
• Maintain a thorough understanding of state and federal laws and regulations related to credit union compliance. Must pass all regulatory and compliance courses and apply knowledge to daily tasks.
• Identify and propose processing optimization, with a digital focus, to enhance the effectiveness of servicing operations. Support implementation of digitally focused projects.
• Establish a collaborative environment by actively engaging with colleagues to share best practices and ideas. Supporting training technicians and temporary employees. Mentor employees to ensure a high level of knowledge transfer.
• Create open and honest communication, give, and encourage feedback.
• Coordinate and monitor daily workflows of department.
• Highly engaged participation in huddles and meetings, lead meetings as needed.
• Support annual procedure update process.
• Support production reporting, ensuring service level agreements are met and work is delegated to technicians in prioritizing order.
• Innovate mindset with a passion for process improvement.
• Proactive and self-motivated.
• Provide additional department support and perform other tasks and duties as needed.

QUALIFICATIONS AND PREFERENCES:

• H.S. Diploma or General Education Degree (GED) and/or equivalent work experience required
• 3+ years at a financial institution performing customer service in the financial industry in a progressively advancing role, with a focus on complex tasks and process improvement, extensive loan research and resolution, report creation and analysis, training, and mentorship experience, testing and validating experience, vehicle and home titling and release processing required
• Credit Bureau research and dispute processing required
• Experienced level in servicing ancillary loan products required

WHY JOIN US: Golden 1 Credit Union provides its employees a market-competitive and internally equitable total rewards compensation package through a variety of programs. These programs are designed to attract, motivate, and retain employees that drive and support the achievement of Our Mission, Vision, and Strategic Goals. The Credit Union is committed a total rewards philosophy built on; a comprehensive compensation package, well-being and work-life balance, career development and growth, rewards and recognition, and a commitment to Diversity, Equity and Inclusion. We believe in fostering a workplace where every employee is recognized, valued, and motivated to contribute their best.