Auto Dealership Support and Loan Resolution Specialist | Remote in OR, WA or ID

OCCU is a member-owned credit union based in Eugene, Oregon, guided by a clear and meaningful vision: to Enrich Lives. This purpose drives everything we do—from how we serve our members to how we support one another as colleagues. With a strong commitment to community impact, OCCU lives its values of tenacity, humility, and big-heartedness every day.

We are currently seeking an experienced, solutions-focused Dealer Resolution Specialist to provide exceptional support to OCCU’s dealer partners and members. This is a remote position for candidates residing in Oregon, Washington, or Idaho, and continued residence in one of these states is a condition of employment. The regular schedule will include at least one weekend day. The pay range for this role is $29.00–$35.50 per hour, depending on experience and qualifications. Spanish-speaking candidates who successfully pass OCCU’s standardized language proficiency test will receive an additional $2.00 per hour.

About the Role:

The Dealer Resolution Specialist supports OCCU’s Indirect Lending Sales team by providing responsive service to dealer partners and members, resolving disputes, coordinating loan details, and assisting with loan-decision questions. As an OCCU representative, this position evaluates and responds to dealer exceptions and appeals received by phone, web message, and email.

This is an elevated indirect lending position requiring in-depth knowledge of the lending process, strong decision-making skills, and the ability to resolve complex or escalated issues efficiently. The Dealer Resolution Specialist builds productive dealer relationships by providing exceptional service, identifying the source of problems, and determining the appropriate path toward resolution.

Key Responsibilities:

• Answer dealer questions, resolve disputes, coordinate loan details, and provide support related to loan decisions.
• Evaluate and triage dealer exceptions and appeals, resolving them within assigned authority or escalating them to the appropriate decision-maker.
• Partner with loan processors, lending leaders, underwriters, dealers, and members to resolve issues and move loan applications toward completion.
• Apply experience, discretion, and sound judgment when determining the appropriate course of action.
• Maintain clear written records of exceptions, appeals, actions taken, and final outcomes for tracking and analysis.
• Monitor application queues and identify qualifying declined applications that may warrant a second underwriting review.
• Follow up on unfunded loans and work with dealer sales staff and internal partners to resolve outstanding issues.
• Organize competing priorities and complete high priority work accurately and efficiently while meeting production and quality goals.
• Communicate professionally and courteously with dealers, members, vendors, and OCCU team members in both written and verbal formats.

What We’re Looking For:

• A minimum of two years of experience in consumer lending, loan processing, or equivalent related work experience.
• Strong working knowledge of the indirect or consumer lending process, including loan applications, lending decisions, conditions, exceptions, and funding workflows.
• Ability to investigate issues, gather relevant information, consider available options and risks, and make timely, well-supported decisions.
• Experience resolving disputes, escalations, or complex service issues while preserving productive business relationships.
• Ability to evaluate requests and determine when an issue can be resolved independently and when it requires escalation to another decision-maker.
• Exceptional dealer, member, or customer service skills, including professional and courteous communication in a high-pressure environment.
• Strong conflict-resolution skills with the ability to clarify concerns, reduce tension, consider multiple perspectives, and guide parties toward an appropriate resolution.
• Ability to maintain focus, professionalism, and productive relationships when facing time pressure, disagreement, ambiguity, or competing demands.
• Sound judgment and discretion when solving problems and making decisions independently.
• Strong organization and time-management skills with the ability to meet production, service, and quality expectations.
• Accurate documentation and data-entry skills, including the ability to compile and maintain information for tracking and analysis.
• Proficiency with Microsoft Office, Adobe, and business or credit union systems.
• Ability to work independently while collaborating effectively with team members and cross-functional partners.

Preferred Qualifications:

• Experience supporting indirect auto lending within a credit union, bank, dealership, finance company, or other financial services organization.
• Experience working directly with automotive dealers or dealer sales teams.
• Experience reviewing or responding to lending exceptions and appeals.
• Experience resolving escalated loan-processing, underwriting, funding, or dealer-service issues.
• Knowledge of consumer loan decisioning, underwriting criteria, application queues, funding requirements, and loan documentation.
• Experience identifying declined applications that may warrant additional underwriting review.
• Experience researching and resolving unfunded auto loans.
• Experience working in a production environment with defined service, quality, and volume expectations.
• Experience documenting exception and appeal activity for tracking, review, or analysis.
• Spanish-language proficiency is valued. Candidates who pass OCCU’s standardized language proficiency test will receive an additional $2.00 per hour.

Why Join OCCU:

OCCU offers a comprehensive compensation and benefits package designed to support your well-being and professional growth, including:

• Low-cost medical, dental, and vision insurance
• 401(k) retirement plan with employer match
• Paid time off plus 13 paid holidays
• Tuition reimbursement for eligible education and training
• Company-paid long-term disability
• 40 hours of company-paid core time annually for full-time employees to participate in community volunteer opportunities

OCCU is an Equal Opportunity Employer and welcomes applications from all qualified candidates.

If you are an experienced lending professional who enjoys solving complex problems, building strong dealer relationships, and delivering exceptional service in a fast-paced environment, we encourage you to apply for the Dealer Resolution Specialist position!