Consumer Loan Servicing Specialist I

Function Description

The Consumer Servicing Specialist I will collaborate with Consumer Servicing teams. This role will be responsible for processing all types of consumer loan servicing requests ensuring completeness, accuracy, timeliness, and quality member service. This position will maintain existing member relationships, provide excellent member service and efficient operational activities while responding to all phone and email inquiries. Researching and resolving any report exceptions or consumer loan servicing compliance issues.

Reports to

Sr Manager – Consumer Servicing Supervisory or Managerial Responsibility: None

Contacts

All levels of credit union employees and members

Minimum Qualifications

• Associates degree in related field or equivalent experience preferred
• Minimum 2 years preferably in customer/member service role
• Knowledge of MicroSoft Office (Word, Excel, Outlook, PowerPoint)
• Basic knowledge of Consumer Lending originations or financial industry experience preferred

Special Training, Certification or Licensure

None

Work Environment and Conditions

Office Environment

Essential Responsibilities

• Demonstrates Bellco’s Act Nice Behaviors and Core Values in all interactions with members, prospective members, and personnel in other Bellco departments while holding staff accountable to standards.
• Review and support all activities associated with Consumer Servicing. Includes day-to-day relationships, setting and accomplishing priorities, while maintaining a high level of productivity, and quality standards.
• Research and resolve any consumer loan servicing compliance issues recognizing regulatory, and Agency requirements including but not limited to SCRA, Fair Credit Legislation, and CFPB.
• Ensure accuracy and completion of activities associated with the processing of all consumer loan activities with urgency.
• Tracking individual productivity and results to maintain and meet established team & department SLAs
• Responding to all member inquires and questions while providing excellent member service related to transactions via outbound and inbound calls and email
• Interact with governmental agencies and 3rd party representatives related to various servicing requests and general questions while creating solutions and determining when scenarios should be escalated
• Report on vendor performance and service standards to management team as necessary.
• Management retains the discretion to add to or change the duties of the position at any time.

Skills

• Ability to understand and execute tasks within Service Level Agreements (SLAs), required
• Ability to solve problems and analyze with a high degree of accuracy
• Effective time management with the ability to prioritize workload based on department requirements and member needs while working in a fast paced, deadline drive environment
• Ability to work independently and within the team while promoting a positive team environment
• Perform basic mathematical computations
• Effectively communicate verbally and in writing, comprehend materials and follow instructions
• Comprehend materials and follow instructions
• Exercise good judgement/reasoning and resourcefully solve routine problems
• Organize and handle multiple tasks and prioritize
• Handle confidential/sensitive information
• Exhibit excellent customer service skills
• Proficient in Microsoft Office (Word, Excel, Outlook) preferred
• Strong communication skills, both verbal and written

Core Responsibilities

• Be available to work as scheduled and report to work on time
• Willing to accept supervision and work well with others
• Comply with all organizational policies, the Employee Handbook, Code of Conduct, and required annual training
• Foster an inclusive workplace where diversity and individual differences are valued and leveraged to achieve the vision and mission of the organization
• Adhere to safe working practices and always follow all organizational safety policies and procedures
• Demonstrate compliance with all state, federal and all other regulatory agency requirements
• Ensure strict confidentiality of all records and PII

Core Values

• BE ETHICAL AND DEMONSTRATE INTEGRITY: Treat others with respect, dignity and” tough love.” It’s about character and influence, not about a title. Be honest and direct. Challenge ourselves and each other to reach our full potential.
• BE ACCOUNTABLE: Lead by example. You are the reflection of how you show up. Set realistic expectations. Make good business decisions. Meet commitments. Learn from mistakes.
• EMBRACE CHANGE: Develop the individual, improve the team, grow the institution. Encourage and reward creative solutions. Ask impactful organizational questions. Identify the problem to be solved and the desired outcome. Engage others. Believe in what’s possible.
• ACHIEVE SUCCESS TOGETHER: Strive for Flawless Execution. Not for the sake of numbers, but for a sense of pride in a job well done. Success favors the prepared. Consistently plan, coach and grow to master our roles. Celebrate our success. Act Nice Behaviors

Bellco Credit Union Benefits

• Medical, Dental, Vision
• 401 (k) with company match
• Supplemental Life Insurance
• Paid Vacation
• Paid Sick Days
• Paid Holidays

Bellco Credit Union Bonuses

• Non-exempt branch roles may earn monthly bonuses for meeting production goals and quarterly bonuses for meeting team goals.
• Exempt branch roles may earn quarterly bonuses for production and team goals.
• Exempt non-branch management roles may be eligible for an annual managerial bonus.
• Non-branch non-management roles may be eligible for on-the-spot bonuses for extraordinary performance.