Loan Servicing Specialist

About the Role

Ascend is the largest credit union in Middle Tennessee and one of the largest in the United States, with over $4 billion in assets. We serve more than 250,000 members through 28 branch locations, a Regional Operations Center, Teller Center, and Corporate Headquarters. Our employees are critical to our sustained success and future growth, fostering collaboration between staff, management, members, and our Board.

Ascend has earned distinctions including Federal Credit Union of the Year (NAFCU, 2015), Best Credit Union to Work For (2016-2025), and Training MVP Awards (2015-2026).

Responsibilities

• Perform a variety of loan servicing functions for consumer loans, including processing final closings, loan maintenance, title guarantees, and ancillary product maintenance.
• Process consumer loan maintenance tasks such as changing due dates, canceling or adding credit insurance, modifying loan payments, updating credit bureau codes, re-amortizing loans, refunding fees, closing credit cards/lines of credit, and updating VIN information.
• Adhere to department quality service standards in call handling, compliance reviews, and member satisfaction responses.
• Assist members with inquiries about the credit union and its loan policies via mail, email, and telephone.
• Ensure compliance with governing regulations, including the Bank Secrecy Act and Service Member Civil Relief Act.
• Prepare and work special reports (e.g., GAP, MRC, CUNA Insurance, Paid Loan Report, Loan Pledge Report).
• Assist the Title Specialist by verifying liens with dealerships and addressing title-related questions.
• Process title guaranty requests from insurance companies and follow up to ensure payoffs are received and titles are released.
• Inform members when insurance companies do not pay the balance owed on loans.
• Process and mail payoffs to other financial institutions.
• Identify discrepancies, fraud, or errors and resolve issues or escalate to a supervisor with recommendations.
• Process CUNA life and disability claims and post loan payments.
• Balance general ledgers for recording fees, GAP, Mechanical Repair Coverage, and Credit Life and Disability monthly.
• Process incoming mail, post payments, file titles and UCCs with the state, and request/release titles for paid-off loans.
• Update the core system and workflows as needed; scan and index loan documents and titles.
• Cross-sell credit union services to members and respond to staff emails/fax requests.
• Read internal publications and perform other duties as assigned.

Requirements

• High School Diploma or equivalent experience.
• 1-3 years of similar or related experience.
• Accuracy in loan and teller transactions, including cash handling.
• Strong typing skills and ability to maintain numerical files accurately.
• Excellent verbal communication and professionalism in external interactions.
• Ability to organize and prioritize work with minimal supervision.
• Flexibility to handle multiple projects and interruptions.
• Working knowledge of Microsoft Word, Outlook, Excel, and the internet.
• Valid, unrestricted driver’s license.
• Ability to operate or be trained on office equipment (e.g., calculator, printers, fax, photocopier).
• Regular and reliable attendance.

Interviewing skills and/or previous financial experience are desired.

Benefits

Ascend offers rewarding career opportunities, competitive benefits, and a unique work culture. Our commitment to employees is reflected in our dedication to member-owners, ensuring engaged and dedicated staff.