Sr Consumer Loan Ops Rep - Bank

About the role

With little direct supervision, this position provides expert technical and operational support, training and knowledge for all functions related to the banks consumer loan processing and servicing operations functions and home equity servicing operations. This position will focus on handling complex loan transactions and will be a Subject Matter Expert on system functions and processes within the Consumer Loan Operations team. This role will also work directly with the Consumer Loan Operations Lead and Manager to assist in identifying process improvements and efficiencies within the team. This position will require working in the Operation Center Office in Appleton, WI as needed.

Responsibilities

• Create and review consumer loan closing packages to ensure compliance with regulatory and bank lending policy.
• Handle all simple and complex aspects of home equity or consumer loan transactions including but not limited to escrow disbursements, annual escrow analysis, flood tracking, file maintenance, satisfactions, and subordination requests.
• Review various scheduled reports, as assigned, for exceptions, errors, auditing, and to perform maintenance transactions.
• Meet quality and productivity standards and perform in a fast-paced loan production environment.
• Respond to verbal and written inquiries from internal and external clients in accordance with department procedures.
• Make decisions independently.
• Serve in a back-up role when the Consumer Loan Operations management team is not available for escalated problem situations.
• Act as subject matter expert and team resource on consumer loan processing as well as home equity and consumer loan servicing functions.
• Assist with training new hires and the team on processes and procedures within the department.
• Contribute to identifying process improvements and efficiencies within the team.
• Resolve problems while interacting with both internal and external clients, including escalated customer situations.
• Take on and manage additional projects outside of the regular team tasks.
• Model Thrivent's leadership competencies – courage, collaboration, and commitment by demonstrating resiliency, working together to make the best decisions, and holding yourself and others accountable.
• Support and/or develop an environment in which Thrivent employees and colleagues are focused on continuous improvement, exceptional employee engagement, and an unwavering commitment to our clients.
• Shape and/or support a culture that represents the Thrivent purpose, promise and values, ensuring that Thrivent's trust and reputation remain strong with its clients.
• Work directly with the bank's internal and external clients to accurately manage all requests in a confidential and timely manner according to service level agreements and standard operating procedures.
• Interface with Bank leadership to resolve complex situations as well as provide training and act as a resource for Consumer Loan Ops Reps.
• Build strong partnerships and communication with the Personal Banking Team to ensure we are delivering the best experience for our clients with the onboarding of new consumer loans.
• Work with external vendors that support our processes, which primarily include our loan origination system, core processor and vendor supporting our lien releases.

Qualifications

Required:

• High School/equivalent.
• Three years banking operations experience required with customer service experience preferred.
• Strong communication (written and verbal), interpersonal and customer-service skills.
• Demonstrate excellent problem resolution skills.
• Ability to work accurately, both independently and as part of a team, with interruptions to meet deadlines.
• Perform system testing and complete test cases in the loan origination and core platforms.

Preferred:

• An associate or bachelor's degree preferred.
• Ability to coordinate multiple tasks simultaneously.
• Bank operations platform experience preferred.

Pay

The applicable salary or hourly wage range for this full-time role is $20.79 - $28.12 per hour, which factors in various geographic regions. The base pay actually offered will be determined by a variety of factors including, but not limited to, location, relevant experience, skills, and knowledge, business needs, market demand, and other factors Thrivent deems important.

Benefits

• Various bonuses (including, for example, annual or long-term incentives)
• Medical, dental, and vision insurance
• Health savings account
• Flexible spending account
• 401k
• Pension
• Life and accidental death and dismemberment insurance
• Disability insurance
• Supplemental protection insurance
• 20 days of Paid Time