Loan Service Advisor

Essential Functions & Responsibilities

• Assists members and associates with loan servicing.
  • Handles phone transfers from Contact Center for loan servicing requests.
  • Supports branches through Virtual by resolving loan servicing questions and issues.
  • Manages email template requests from lenders/managers related to servicing requests.
  • Assists Processing with member questions or clarifications regarding loans.
  • Processes and resolves requests including but not limited to:
    • CPI assistance, claims, and resolutions
    • Storage waivers
    • Modification requests (rate, due date change, or protection product removal)
    • Title changes, questions, and release issues
    • Total Loss Claims/GAP Claims
    • CL/CD Claims
    • Payment, interest, and insurance questions
• Supports lenders and internal operations
  • Works Lead Manager for all non-loan application requests, filtering lending leads to ensure proper origination.
• Affirms that appropriate records are maintained and required reports are prepared.
• Affirms that all non-loan application requests are managed promptly, lending leads are properly filtered, and follow-up tasks are completed within established timelines.
• Communicates clearly, courteously, and professionally across all channels.
• Ensures member and associate questions are fully addressed or escalated appropriately.
• Responds to emails, calls, and internal messages within the same business day and keeps all parties informed of progress or delays.

Knowledge and Skills

• Experience: One year to three years of similar or related experience.
• Education: (1) A two-year college degree, or (2) completion of a specialized certification or licensing, or (3) completion of specialized training courses conducted by vendors, or (4) job-specific skills acquired through an apprenticeship program.
• Interpersonal Skills: Work normally involves contacts with persons beyond immediate associates generally regarding routine matters for purposes of giving or obtaining information which may require some discussion. Outside contacts take the form of service to the public (members or vendors) requiring ordinary courtesy in providing assistance and information.
• Other Skills: Strong member service orientation with excellent communication and problem-solving skills. Ability to manage multiple tasks efficiently and prioritize requests. Must be comfortable using standard office tools such as a computer keyboard, and related digital systems. Able to make sound decisions with limited information and demonstrate solid problem-solving abilities.

Work Environment

• Work is primarily conducted in the office with flexibility for occasional remote work.