Consumer Loan Servicing Representative

Essential Duties and Responsibilities:

• Answers incoming telephone calls.
• Responds to internal and external email communications.
• Picks up and delivers all Loan Servicing incoming mail.
• Handles all internal/external member inquiries pertaining to documents (including court/subpoena research).
• Tracks and fulfills all research and copy requests.
• Completes written Verifications of Deposit.
• Processes all online SSI and Medicaid Account Verifications.
• Scans and indexes documents to Synergy.
• Quality Controls 10% of all scanned documents indexed in Synergy.
• Coordinates destruction of sensitive documents with the Facilities Department.
• Verifies accuracy of 10% of new loans and critical fields; completes corrections as needed.
• Orders consumer loan coupon books and Cashline Checks.
• Inputs phone pay requests into database and mails confirmation letters.
• Processes “Skip A Payments”.
• Sets-up Automatic Payment Transfers upon request.
• Reviews EFT setup for accuracy.
• Processes Payoff Requests for all Consumer loan types.
• Posts payments to all Consumer loan types.
• Forwards all vehicle insurance to third party vendor for tracking.
• Issues Vehicle Lien Release Letters.
• Posts life/disability/unemployment credit protection payments.
• May be in training to learn the job duties of the Consumer Loan Servicing Representative II position.

Level II: All Level I responsibilities and the following:

• Responsible for Consumer loan research and corrections.
• Responsible for the e-LoanServicing Touch Point email queue.
• Responsible for monitoring Collateral Protection Insurance (CPI) reports.
• Processes manual CPI premiums and refunds on restricted accounts/paid in full.
• Submits CPI Loan Maintenance Requests online with third party vendor to cancel tracking for total loss and paid in full vehicles.
• Submits CPI claims for payment; posts payouts.
• Releases titles on paid vehicle loans.
• Completes and returns all insurance total loss letters of guarantee.
• Responsible for insurance total loss follow-up on outstanding claims.
• Responsible for mailing deficiency notification/GAP notification to member.
• Responsible for processing internal GAP claims and assists members with external claims.
• Processes GAP remittance monthly.
• Responsible for account transfers due to security breach or removal of member from account.
• Processes incoming garnishments, liens, and levies.
• Responsible for submitting garnishment answers to court/agency and disburses funds post-judgment.
• Serves as CUSC (student loan) liaison. Responsible for account specific servicer requests as well as verification of monthly reporting.
• Researches and submits new life/disability/unemployment credit protection claims.
• Reviews daily, weekly, and monthly reports.
• May also be responsible for all or part of the duties of the Consumer Loan Servicing Representative I position.
• May be in training to learn the job duties of the Consumer Loan Servicing Representative III position.

Level III: All level I and II responsibilities and the following:

• Maintains loans under the Servicemember’s Civil Relief Act (SCRA).
• Processes state to state and name change vehicle title requests.
• Researches and processes lien placement with the department of motor vehicle on escalated/defaulted collateral.
• Reviews pending title reports and makes applicable collateral updates to loan documentation or system information.
• Processes FCON report and uploads all requested documents to third party vehicle title management site.
• Reviews unmatched vehicle title report and adds loans in third party title management site as needed.
• Serves as main Credit Union contact for all deceased accounts.
• Reviews all deceased documentation; communicates with attorney/administrator/beneficiaries.
• Offsets outstanding deceased loans if appropriate to Credit Union guidelines.
• Files estate claims for outstanding loans.
• Disburses share funds to beneficiary/estate.
• Assists joint members with ownership changes to deceased membership accounts.
• Reviews lines of credit for adverse action or individual ownership.
• Obtains IRA beneficiary paperwork and services as a liaison for payouts.
• May also be responsible for all or part of the duties of the Consumer Loan Servicing Representative I and II positions.
• Has a thorough knowledge of FCRA; responsible for credit bureau reporting, disputes and corrections.

Education and Experience:

• High School Diploma or General Education Degree (GED).
• One-year relevant experience and/or training required.
• Strong knowledge of consumer loan systems, car title procedures, credit union and governmental agency regulations and policies
• Willingness to learn and be challenged
• Ability to work Monday thru Friday from 8:00AM – 4:30PM

Level II: Includes all requirements from Level I

• Two to four years relevant experience required.

Level III: Includes all requirements from Level I and Level II

• Three to six years relevant experience required.
• Strong knowledge of consumer loan systems, car title procedures, credit union and governmental agency regulations and policies.

Our generous benefit package includes:

• $43,680 – $59,280 / Annually (based on experience and level)
• 401(k) match to 6% of earnings – immediate enrollment and 100% vesting
• Choice of two health plans
• Dental
• Vision
• Life Insurance – no cost
• Long-term Disability Insurance – no cost
• Employee Assistance Program – no cost
• Paid vacation
• Paid sick time
• 11 Paid holidays
• Profit Sharing eligible
• Pet Insurance
• Identity Theft Protection