Title Associate

About the role

Reporting to the Title Operations Manager, the Title Associate plays a meaningful role in helping our members by answering title questions, guiding state title transfers, and ensuring liens are processed accurately. This role follows established policies, procedures, and regulatory requirements while supporting the perfection of security interests for vehicle, recreational, and marine collateral, as well as managing UCC filings. The title associate works closely with loan processors, internal departments, business partners, and state and federal agencies to resolve title and contract discrepancies, enhance processes, and contribute as a positive, and collaborative team member.

Responsibilities

• Engage directly with members via incoming calls, texts, and online banking to discuss their loan titles, handing follow-up as needed to address questions.
• Provides exceptional customer service in all interactions, while achieving established efficiency goals.
• Resolve moderately complex member inquiries, complaints, and escalations related to Title Operations.
• Provide support to members navigating state-to-state title transfers through the DMV and Department of Natural Resources, ensuring accurate and efficient lien processing.
• Maintain current knowledge of state-specific requirements to assist members through the transfer process.
• Accurately process and perfect all credit union security interests related to vehicle, recreational, and marine titles, as well as UCC filings, to mitigate risk and ensure timely completion.
• Effectively track and resolve title discrepancies within the collateral management system.
• Meet or exceed established individual and department performance goals, metrics, service level expectations, and timeframes.
• Utilize the required forms and processes for each state effectively, building a strong knowledge base to better serve members nationwide.
• Effectively interact and utilize the processes of third party business partnerships, state and federal title agencies, and other stakeholders related to credit union security interests.
• Effectively and efficiently perform duties to record, track, report, retain, monitor, assess, and release credit union security interests within established timeframes.
• Identify and report procedure and process improvement opportunities to the manager.
• Follow established authorizations and controls and processes for the department.
• Able and willing to work a flexible schedule.

Position Requirements

• A high school diploma or equivalent is required.
• Two (2) or more years of loan or title related processing within a financial institution or related industry is required.
• Previous work experience demonstrating accuracy and attention to detail is required.