Loan Phone Servicing Representative

Loan Phone Servicing Representative

This role is responsible for supporting members with consumer loan servicing needs related to legacy Wings consumer lending products and services. The position also provides cross-functional assistance and backup support to other areas within the Loan Phone Department. The Loan Phone Servicing Representative assists members through the phone queue and other communication channels, addressing a wide range of loan-related inquiries. Key areas of support include resolving payment discrepancies, processing payments, fulfilling payoff requests, issuing payoff letters, handling total loss scenarios, and providing general title information and lien release documentation. This role requires strong member service skills, attention to detail, and the ability to navigate multiple systems to deliver accurate and timely support. Essential Functions

• Assist members via the phone queue and other communication channels, addressing consumer loan related inquiries such as payment discrepancies, payment processing, payoff requests, payoff letters, total loss situations, general title information, and lien-release documentation.
• Participate in weekly rotation of essential servicing tasks, which may include servicing emails, consumer insurance inbox, loans inbox, message center, payoff letters and deferrals; must be completed each day in a timely manner.
• Take ownership of member concerns by researching consumer loan accounts, reviewing transactional history, and providing accurate resolutions in a timely manner.
• Complete necessary follow-up calls and ensure all member inquiries are fully resolved from start to finish.
• Maintain general working knowledge of loan-related protection products including GAP, warranty products, and payment protection.
• Bank Secrecy Act: Remains cognizant of and adheres to Wings policies and procedures, and regulations pertaining to the Bank Secrecy Act.

Qualifications

• High School Diploma/G.E.D. required
• 1+ years' combined financial services, customer service, or mortgage lending experience, required
• 1+ years' consumer lending experience preferred

Technical or Specialized Knowledge/Skills:

• Effective verbal and written communication skills
• Strong problem-solving skills
• Organized, detail oriented, flexible and able to multi-task in an ever-changing environment
• Display positive, professional demeanor and work independently with little supervision
• Proven ability to build strong member relationships and deliver member-centric solutions
• Known for building partnerships and working collaboratively with others to meet shared objectives
• Initiative to meet or exceed job standards and willingness to take on other tasks that support the goals of the credit union

Additional Information

PAY RANGE: $22 to $26 per hour (S11), plus 5% annual target bonus. Final compensation for this position will be determined by various factors such as relevant work experience, specific skills and competencies, education, certifications, location and internal pay equity. BENEFITS:

• Generous 401(k) match
• 401k Discretionary Profit Sharing
• Health Insurance
• Dental Insurance
• Vision Insurance
• Life Insurance
• Short Term and Long Term Disability
• Health Savings Account with company contribution
• Employee Assistance Program
• Paid Vacation, Sick, Floating Holidays and Volunteer Time Off
• Paid Holidays
• Tuition Reimbursement
• Paid Parental Leave

We anticipate this position to close on 09/16/2026. Please submit your application at your earliest convenience to be considered. Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities.