Sr Consumer Loan Servicing Specialist

About the role

Golden 1 Credit Union is a member-owned, not-for-profit cooperative committed to empowering members and uplifting communities. This role is non-exempt and reports to a Supervisor - Credit Bureau within the Consumer Loan Servicing department.

Responsibilities

• Ensure service excellence to credit union staff, external business partners, and members by reinforcing Mission, Vision, and Core Values.
• Process complex requests through Consumer Loan Servicing queues, email inboxes, and faxes, ensuring timely completion within established timeframes.
• Audit and conduct first-line quality control on loan products and changes made by the team.
• Oversee specialty processes such as DMV processing, vehicle title perfection, equity loan lien transfers, loan adjustments, HELOC card portfolio servicing, periodic statement and 1098 tax form reviews, insurance product administration, early payoff and non-payoff ancillary product refunds, SCRA/MLA benefit monitoring, and credit dispute and reject discrepancy investigation.
• Handle escalations related to extensive and complex communication with members, dealers, financial institutions, vendors, and motor vehicle departments for problem resolution via phone, mail, email, or workflow requests.
• Foster a collaborative environment that encourages knowledge sharing and team growth.
• Propose and implement innovative solutions to streamline processes, increase efficiency, and enhance loan servicing experience.
• Stay informed about industry trends and advancements in loan servicing and member support to support a digital-first mentality.
• Support supervisors and managers in engaging the team through meetings, huddles, and career path support.
• Maintain a thorough understanding of state and federal laws and regulations related to credit union compliance, including bank secrecy and anti-money laundering laws.
• Perform necessary research and actions based on report findings, notifying management of status, any issues, and proposed resolutions.
• Support quality control and risk assessments.
• Contribute to a positive teamwork environment that supports enterprise and departmental goals.
• Provide additional support throughout the department and perform other tasks as needed.

Qualifications and Preferences

• H.S. Diploma or GED and equivalent work experience required.
• Associate’s Degree preferred.
• 4+ years at a financial institution performing customer service and loan servicing required.