Loan Servicing Representative

About the role

Support different loan-related processes from post-origination through loan payoff. Responsible for securing liens on vehicle titles, placing and removing Collateral Protection Insurance (CPI) on consumer loans, securing ancillary product refunds, and answering inbound calls. Act as a subject matter expert for inquiries related to consumer loans for both internal and external members by meeting established service level requirements and following compliance with federal and state laws and credit union policies and procedures.

Responsibilities

• Administer CPI by adding or refunding premiums on auto and RV loans, including system adjustments for recalculation of payments and refunds.
• Manage vehicle liens on titles as security for credit obligations and release liens by working directly with dealers and members.
• Submit ancillary product cancellation forms (GAP, MRC, and others) to dealers for loans paid off prior to maturity or where collateral has been repossessed and liquidated. Coordinate with third-party vendors and follow up via outbound calls/emails to resolve refunds or obtain documentation.
• Answer inbound calls related to consumer loan inquiries, including title perfection and release, CPI inquiries, and other servicing requests.
• Serve as a de-escalation point for internal and external member issues, ensuring timely resolution.
• Interact with internal and external partners to resolve member issues, improve processes, and create a favorable lending experience.
• Assist with operational reports related to releasing vehicle titles, home equity mortgage releases, and other miscellaneous processes.
• Achieve individual and departmental operational service level productivity targets.
• Perform and document quality assurance reviews for consumer loan servicing processes, identifying opportunities for operational improvements and service efficiency initiatives.
• Recommend and participate in the implementation of agreed-upon changes.
• Adhere to and ensure compliance with the Bank Secrecy Act, applicable state and federal laws, company procedures, and policies.
• Maintain integrity and ethics in all actions and conversations regarding credit union members and their accounts, complying with Privacy Act directives.

Requirements

• Minimum education: High School or equivalent.
• Minimum experience: 1 year in Customer Service Call Center, Consumer Collections, Loan Servicing, or a related field.

Pay

Typical hiring range: $38,100.00 to $53,900.00 annually. Actual compensation will be determined using factors such as experience, skills, and knowledge.

Benefits

• Health care, vision, and dental coverage.
• 401k with employer match.
• Annual performance bonus.
• Work from home up to 3 days a week.
• Paid parental leave.
• Employee discount programs.
• Time off including paid personal and sick days.
• 11 paid holidays.
• Education reimbursement.

Note: Eligibility and cost of benefits may vary depending on the number of regularly scheduled hours and job status (e.g., regular full-time, regular part-time, or temporary employment).