Consumer Titles Specialist II

Application deadline is 5 days after the date the role was posted.

About the role

Bellco Credit Union is a local not-for-profit organization that has been giving back to our members, the communities we serve, and our employees since 1936. As a Consumer Titles Specialist II, you will collaborate with the Consumer Servicing team to ensure the seamless end-to-end title process of collateralized loans and leases.

Responsibilities

• Process paid-in-full reports, resolve rejections, and handle incoming loan packages.
• Conduct unperfected lien outreach for direct and indirect collateralized loans.
• Process incoming perfected titles and out-of-state transfer requests.
• Complete title documents and support inbound and outbound calls.
• Provide reverse shadowing, training overview, and support for specific tasks.
• Demonstrate excellent customer service skills, including de-escalating scenarios, and adapt to shifting priorities.
• Collaborate with team members, credit union staff, and members.
• Review and support all activities associated with Consumer Processing, maintaining high productivity and quality standards.
• Ensure compliance with regulatory and agency requirements, including SCRA, Fair Credit Legislation, and CFPB.
• Ensure accuracy and completion of consumer title processes to minimize rejections and delays.
• Track individual productivity and results to meet team and department SLAs.
• Respond to member inquiries and provide excellent service via calls and email.
• Interact with governmental agencies and dealerships to resolve errors, assist with lien perfections, and answer general title questions.
• Support and execute timely follow-up on unperfected liens for direct and indirect collateralized loans.
• Report on vendor performance and service standards to the management team.
• Adhere to Bellco’s Act Nice Behaviors and Core Values in all interactions.
• Be available to work as scheduled and report to work on time.
• 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.
• Adhere to safe working practices and follow all organizational safety policies and procedures.
• Ensure strict confidentiality of all records and PII.

Requirements

• Associate’s degree in a related field or equivalent experience preferred.
• Minimum 2 years of experience in a customer/member service role.
• Minimum 1 year of experience with titles required.
• Knowledge of Microsoft Office (Word, Excel, Outlook, PowerPoint).
• Basic knowledge of consumer lending originations or financial industry experience preferred.

Skills

• Ability to understand and execute tasks within Service Level Agreements (SLAs).
• Problem-solving and analytical skills with a high degree of accuracy.
• Effective time management and ability to prioritize workload in a fast-paced, deadline-driven environment.
• Ability to work independently while promoting a positive team environment.
• Perform basic mathematical computations.
• Effective verbal and written communication skills.
• Ability to comprehend materials and follow instructions.
• Exercise good judgment and resourcefully solve routine problems.
• Organize and handle multiple tasks while prioritizing.
• Handle confidential and sensitive information.
• Exhibit excellent customer service skills.

Core Values

• Be Ethical and Demonstrate Integrity: Treat others with respect, dignity, and "tough love." Be honest and direct. Challenge ourselves and each other to reach full potential.
• Be Accountable: Lead by example. Set realistic expectations, make good business decisions, and meet commitments. Learn from mistakes.
• Embrace Change: Develop the individual, improve the team, and grow the institution. Encourage and reward creative solutions. Engage others and believe in what’s possible.
• Appreciate the Member: Achieve and retain trusted, valued relationships with members. Listen and identify needs. Prioritize the member experience and maintain high satisfaction.
• Achieve Success Together: Strive for flawless execution. Plan, coach, and grow to master roles. Celebrate success.

Act Nice Behaviors

• Accept mutual accountability when things go wrong.
• Acknowledge others’ efforts and thank them.
• Avoid jumping to conclusions.
• Be honest, direct, and civil with no hidden agendas.
• Communicate with others face-to-face whenever possible.
• Empathize with others by putting yourself in their shoes.
• Establish and build relationships into trusted partnerships.
• Forget the past and avoid holding grudges.
• Hear individuals out by actively listening to them.
• Protect and build up each other’s self-esteem.
• Recognize and reinforce others’ positive actions.
• Respect each other’s priorities and personal space.

Benefits

• Comprehensive benefits package for all regular, full-time, and part-time employees, including:
  • Medical, Dental, and Vision insurance.
  • 401(k) with company match.
  • Supplemental Life Insurance.
  • Paid Vacation, Sick Days, and Holidays.
• Bonus opportunities:
  • 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.