Consumer Loan Servicing Associate

Primary Summary:

Receive phone calls and assist members with a wide variety of concerns in order to streamline calls going to loan officers and other departments. Provides the highest level of quality customer service. Services loans post-closing for mortgage and consumer loans.

Essential Functions/Position Responsibilities:

• Process paperwork for loan process for member funding and file maintenance and loan packets.
• Process repossession fees, MBP/GAP refunds, month-end reports.
• Receive phone calls and assist members with miscellaneous loan service issues.
• Trouble shoots and resolves member inquiries. Use every member contact as an opportunity to cross-tell members about additional services or programs that might benefit them.
• Calculates tax disbursements, rate adjustments and escrow analysis as needed.
• Provide assistance for CPI reports and ordering of supplies for Loan Department. 
• Monitor daily loan reports and monthly summary reports and process collateral releases for paid off loans.
• Responsible for consumer loan servicing, monitor daily loan reports, daily loan payments, and monthly monitoring reports, assist in the implementation of loan document storage and administration of the online payment details.
• Must comply with all company policies and procedures, applicable laws and regulations, including but not limited to, the Bank Secrecy Act, the Patriot Act, and the Office of Foreign Assets Control.

Position Requirements:

Experience

Two to five years of financial operation experience with at least two years of experience in consumer loan servicing.

Computer experience necessary with knowledge of credit union systems (Insight, etc.), Word and Excel.

Education/Certifications/Licenses

High School Diploma or equivalent required, or the equivalent combination of education and experience.

Interpersonal Skills

Courtesy, tact, and diplomacy are essential elements of the job. Work involves personal contact with others inside and/or outside the organization, generally regarding routine matters for purposes of giving and obtaining information, as well as advising or referring, which commonly require shorter discussions.