Lending Support Specialist I

Employment Type: Full-Time, Hybrid #LI-HYBRID

Entry Salary Range: $18.31-$21.97 per hour with an annual award opportunity based on individual and credit union performance.

Comprehensive Benefits Package
We're committed to supporting your well-being and work-life balance through a robust benefits offering:

Health & Wellness

• Medical, dental, and vision insurance to keep you and your family healthy.

Financial Peace of Mind

• 401(k) with company match, life insurance, and disability coverage.

Time Off

• Generous paid time off (PTO), holidays, and parental leave.

Professional Growth

• Learning and development programs, plus tuition reimbursement to support your career journey.

Additional Perks

• Free Telemedicine
• Employee Assistance Program (EAP)
• Wellness initiatives
• Paid Community Action Volunteer Hours

*Parental Leave and Tuition Reimbursement are available after 1 year of service. 

What you should know about the role

Accountable for executing the vision of the Loan Servicing and Support team, serving as the key internal resource by providing consumer loan and mortgage servicing and operational support. This position aids efforts to meet the strategic goals of the credit union and this is accomplished by providing outstanding service to both internal and external member as defined by living and demonstrating the core values of the credit union; Act with Integrity, Drive Progress, Build & Strengthen Relationships and Keep People at the Core.

What you should know about Advia

Advia is a fast-growing Credit Union that is positioned in the top 3% of credit unions across the United States. We serve almost 200,000 members with assets over $3 Billion. We offer very similar product and services as the big banks with a focus on saving our members money while providing financial advantages. We are rooted in our communities and believe we have a responsibility to give back outside of our four branch walls through volunteering and charitable donations. The work environment at Advia is fast-paced, performance based, and fun infused. We certainly live by the saying "work hard, play hard." As an employee of Advia, you can expect regular and constructive feedback, development opportunities, great benefits, excellent co-workers and engaged managers.

Major Duties and Responsibilities

• Provides necessary aid to branches and fellow Advians regarding loan questions, payment reversals, total loss claims, debt protection, collateral protection insurance, titles, and GAP or MBP claims. Educates during interaction on best practices and resource utilization to create the best member experience.
• Accountable for reviewing and updating procedures and resources related to lending products, services, and processes.
• Accountable for maintaining in-depth knowledge of and assisting with Advia’s consumer loan and ancillary products. This includes working with both vendors, team members and insurance companies to ensure we are completing members settlements, refunds, claims, and lien releases via multiple channels and reports.
• Provides exceptional aid by demonstrating efficient, courteous, and quality service via the Lending Support Help Desk. Manages the internal help desk to act in response to member requests from member facing staff, act in response to daily, weekly, monthly reports, and exception reports.
• Handles servicing-related tasks including but not limited to payments, payment returns, lien placement and releases, skip pay program, fee waivers, and other loan adjustments.
• Must comply with applicable laws and regulations, including but not limited to, the Bank Secrecy Act, the Patriot Act, and the Office of Foreign Assets Control. Additionally, all employees must follow policies and procedures to minimize risk by exercising judgment, raising questions to management, and adhering to policy guidelines.

Experience

A minimum of one year up to three years of similar or related experience, including preparatory experience.

Education/Certifications/Licenses

A high school degree or equivalent

Interpersonal Skills

A significant level of trust, credibility and diplomacy is required. In-depth dialogue, conversations and explanations with customers, direct and indirect reports and outside vendors can be of a sensitive and/or highly confidential nature. Communications may involve motivating, influencing, educating and/or advising others on matters of significance. Typically includes subject matter experts as well as first level to middle managers.

Other Skills

Demonstrated knowledge of industry rules and regulations with the ability to stay current with CFPB, NCUA, and UDAP regulations and compliance requirements in areas including but not limited to title perfection, real estate liens, military lending act, etc. General capabilities in the use of personal computer-based business application software. Must be able to work with various PC software including payment processing systems.

Physical Requirements

Perform primarily sedentary work with limited physical exertion and occasional lifting of up to 25 lbs. Must be capable of climbing/descending stairs in emergency situation. Must be able to operate routine office equipment including telephone, copier, facsimile, and calculator. Must be able to routinely perform work on computer for an average of 6-8 hours per day, when necessary. Must be able to work extended hours whenever required or requested by management. Must be capable of regular, reliable and timely attendance.

Working Conditions

Must be able to routinely perform work both indoors in climate-controlled environment and outside in sometimes inclement weather.

Mental and/or Emotional Requirements

Must be able to perform job functions under independently and with limited supervision. And work effectively as part of a team. Must be able to read and carry out various written instructions and follow oral instructions. Must be able to speak clearly and deliver information in a logical and understandable sequence. Must be able to perform basic mathematical calculations with extreme accuracy. Must be capable of dealing calmly and professionally with numerous different personalities from diverse cultures at various levels within and outside of the organization and demonstrate highest levels of customer service and discretion when dealing with the public. Must be able to perform responsibilities with composure under stress of deadline, requirements for extreme accuracy and quality and/or fast pace. Must be capable of exercising highest level of discretion on both internal and external confidential matters.