Consumer Loan Servicing Specialist

About the role

A Consumer Loan Servicing Specialist assists with questions, modifications, and adjustments involving booked (post-origination) consumer loan products. These can include (but are not limited to) auto/ RV, Visa, signature, student, and home equity loans. The primary responsibility of a specialist is to answer calls from an in-bound queue. Calls may come from members, support teams (other employees) or third parties. A specialist may also assist with outbound follow up calls, chats, emails, and fax requests. Services provided by a specialist should be timely and accurate to strengthen the financial relationships of our membership. Specialists must maintain a working knowledge of Mountain America Credit Union consumer loan products, processes, regulations, and services. Specialists should be able to effectively communicate with callers for servicing and/or education on existing loan relationships.

Responsibilities

• Provide quality service to credit union members, support teams, and third parties to resolve loan problems and enhance financial relationships with Mountain America members
• Adhere to department quality service standards in call handling, internal reviews, compliance reviews, and member satisfaction responses
• Aid with loan correction requests. Correction requests may require interest calculations, credit reporting disputes, payment adjustments, and other loan corrections
• Determine the merit of a request and whether a correction or education will be provided
• Perform loan, share, payment, and error adjustments in Symitar
• Handle loan payoff requests in a timely and accurate manner
• Record all interactions and resolution efforts in Symitar
• Advise on Loan Servicing Support requests regarding adjustments, credit reporting, flood insurance, subordinations, reconveyances, Servicemembers Civil Relief Act (SCRA) benefits, and check payments/payoffs
• Support and servicing for loan protection related questions including proof of insurance and debt cancellation products
• Act as a liaison to the Titles team for title related questions on collateral vehicles to assist in securing, updating, and releasing MACU liens
• Maintain a detailed knowledge of MACU consumer loans, processes, products and current promotions through ongoing trainings, department updates, Knowledge Center instructions, and credit union internal communications
• Education and Training: Educate callers on MACU loan processes and regulations, as it pertains to individual requests
• Comprehend and interpret loan documents to create mutual understanding with callers
• Comply with federal regulations and credit union guidelines applicable to loan origination and servicing
• Build and maintain a cooperative working relationship with personnel from branches, Service Center, and other support teams to assist with servicing questions or concerns
• Uphold professional communication in all interactions, including escalated situations
• Respond to requests through email, chat, or Online branch messaging systems
• May assist in training other Loan Servicing employees, as needed
• Perform other duties as assigned

Qualifications

• Minimum of one year customer service or contact center experience required
• Minimum of one year banking or other financial experience (i.e. titles, insurance, mortgage, etc.) preferred
• High school diploma or equivalent
• Licenses, Certificates, Registrations: Must meet/exceed all performance expectations
• Computer/Office Equipment Skills: Basic computer operating skills, basic phone operating skills, intermediate skills in Microsoft Office (Outlook, Word, Excel), must be proficient in all relevant internal systems, type a minimum of 35 words per minute preferred, Symitar and 10-Key experience preferred

Skills

• Critical thinking and creative problem solving
• Ability to speak and write in English
• Maintain professional phone, chat, and email etiquette
• Exceeds performance goals and expectations

Physical Abilities / Working Conditions

• Physical Demands: Ability to talk, hear, sit, use hands to handle or feel and reach with hands and arms consistently, ability to stand, walk, kneel and crouch occasionally, weight lifted or force exerted ability to lift up to 10 pounds consistently and up to 25 pounds occasionally
• Environmental: Noise Environment: Moderate noise (business office with computers and printers, light traffic)