Loan Servicing Representative

Job Description

Job Description

Support different loan related processes from post-origination through loan payoff. Responsible to secure liens on vehicle titles, placing and removing Collateral Protection Insurance (CPI) on consumer loans, securing ancillary product refunds and answering inbound calls. Act as a subject matter expert for inquiries or questions related to consumer loans for both internal and external members by meeting established service level requirements and following compliance with federal and state laws and in accordance with credit union’s policies and procedures.

Essential Responsibilities

• Administer CPI by adding premiums/refunding premiums on auto and RV loans. Perform system adjustments of recalculation of payments and refunds.
• Work on vehicle liens on title as security for credit obligations and release liens by working directly with dealers and members.
• Submit ancillary product cancellations forms (GAP, MRC and others) to dealers for loans that have been paid off prior to maturity date or where the collateral has been repossessed and liquidated. Work with third party vendors who assist with these processes. 
• Follow up with outbound calls/emails with dealers and/or ancillary product administrators to obtain the refund information or other documentation to resolve the disposition of the refund.
• Answer inbound consumer loan inquiry queue calls such as requests related to title perfection and release, CPI inquiries and other requests related to servicing consumer loans.
• Serve as a de-escalation point for internal and external member issues and take ownership for timely resolution.
• Interact both verbally and in writing with multiple internal and external partners to resolve member issues, improve processes and create a favorable lending experience.
• Assist on various operational reports related to releasing vehicle titles and home equity mortgage releases, and other miscellaneous processes.
• Achieve individual and departmental operational service level productivity targets.
• Perform and document quality assurance reviews related to consumer loan servicing processes. 
• Identify continuous operational improvement opportunities and service efficiency initiatives. Recommend solutions and participate in the implementation of agreed-upon changes.

Education & Years of Experience

• Minimum - High School or Equivalent
• Minimum - 1 Year Customer Service Call Center, Consumer Collections, Loan Servicing or related

 

Compensation & Benefits:

Typical hiring range:‏‏‎ ‎ $38,100.00 to $53,900.00‎ Annually. Actual compensation will be determined using factors such as experience, skills & knowledge. 

‎ Benefits: Alliant provides a benefits package including health care, vision, dental, and 401k with employer match including:

• Annual performance bonus
• Work from home up to 3 days a week
• Paid parental leave
• Employee discount programs
• Time off including paid personal and sick days
• 11 paid holidays 
• Education reimbursement

*Note that eligibility and cost of benefits can vary depending on the number of regularly scheduled hours, and job status such as regular full-time, regular part-time, or temporary employment.

Adhere to and ensure compliance of all business transactions with policy and process of the Bank Secrecy Act. Ensures compliance with all applicable state and federal laws, company procedures and policies. Maintains integrity and ethics in all actions and conversations with or regarding credit union members and their accounts; complies with Privacy Act directives. 

The responsibilities listed do not contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this position. Duties, responsibilities and activities may change at any time with or without notice.