Consumer Loan Servicing Representative II

What You’ll Be Doing

• Provides direct assistance to Members, teammembers, and third parties regarding inquiries, research, and solutions related to Member loans post-funding and DMV title processing.
• Ensures timely completion of requests and transactions while complying with internal standards, DMV guidelines, and external regulations.
• Processes payoff requests/demands, corrections, reamortizations, payment skips, and file maintenance for consumer loans.
• Ensures refunds and loan payments are properly credited or applied to Member loans.
• Handles payoff processing and coordinates title release.
• Evaluates insurance settlements, processes insurance proceeds, coordinates title release, and completes Letters of Guarantee.
• Reviews DMV packets from frontline or CL Operations for accuracy and prepares for processing.
• Responds to Member, third-party, and teammember inquiries concerning loan servicing, payoffs, DMV-related questions, and other loan information.
• Affords assistance to Members, branches, and other departments via phone queue calls with DMV questions, title issues, and registration-related problems.
• Sets up files to DMV to secure collateral and takes steps to reduce Member penalties and fees.
• Maintains a working knowledge of DMV policies and procedures and explains them to Members and teammembers.
• Maintains a working knowledge of Consumer Lending SOPs, desktops, and DMV guidelines.
• Reviews DMV reports to identify outstanding titles, contact Members or dealers to perfect titles, and process lien releases for paid-off secured loans.

Qualifications

• A High School Diploma or GED is required.
• One to three years of prior related experience is required.
• Intermediate knowledge of loan servicing and DMV processes is required.
• Excellent communication and problem-solving skills are required.
• Ability to manage multiple tasks with accuracy and attention to detail is required.
• Familiarity with regulatory compliance requirements is required.
• Proficiency in Microsoft Office and internal loan servicing systems is preferred.