Consumer Loan Servicing Generalist

Responsibilities

• Perform updates and changes to consumer loan accounts, including payment adjustments, due date changes, and support Servicemembers Civil Relief Act (SCRA) program.
• Handle payoff requests, loan adjustments, reversals, and related documentation.
• Assist with vehicle title processing, DMV paperwork, and equity loan reconveyance tasks.
• Process insurance payouts, refund checks, and related servicing tasks.
• Provide support via phone, email, and other channels for loan-related inquiries, ensuring exceptional service.
• Maintain knowledge of state and federal regulations, including Bank Secrecy Act, Servicemembers Civil Relief Act, and applicable lending laws.
• Aid in mail processing, document retrieval, and workflow monitoring to maintain production goals.
• Participate in system updates, upgrades, and new product deployment testing.
• Research and resolve issues related to loan servicing, collaborating with internal teams and external partners.
• Identify opportunities for process optimization and digital innovation.
• Support onboarding and cross-training initiatives; pursue professional development opportunities.
• Maintain accurate documentation of interactions, transactions, and workflow.
• Foster a positive, inclusive work environment that inspires others through words and actions; motivate other employees by embracing and practicing Golden 1’s mission, vision, and core values.

Qualifications

• High School or GED required, associate degree in related field or equivalent work experience is preferred.
• Relevant certifications, such as IRA Specialist and Deceased Specialist, are highly desirable.
• 5+ years’ experience in loan servicing operations or related financial roles.
• Strong attention to detail, excellent communication skills, ability to multitask, and proficiency within loan origination and servicing systems, and compliance requirements.
• Demonstrated ability to work well in a team-oriented environment.
• Strong analytical and problem-solving skills, with the ability to assess operational performance and implement improvements effectively.
• Knowledge of IRS rules and regulations related to deposit accounts, IRAs, and deceased member processing.
• Knowledge of unclaimed property laws and regulations related to dormant accounts and escheatment processes.
• Proficient computer skills and software experience.