Loan Servicing Specialist

UW Credit Union is committed to improving the financial well-being of people. Consumer Loan Servicing plays a critical role to the success of the organization by delivering our consumer loan servicing operations to internal and external members. We are solution owners who thrive on delivering a stress-free, hassle-free and frictionless experience for our members. The department is team-oriented, collaborative, and versatile. The Loan Servicing Specialist I is responsible for supporting the delivery of world-class member service primarily via the phone, fax, and email channels. This position requires knowledge of resources, and processes involved in supporting a member–focused interaction. Loan Servicing Specialist I will provide solutions to internal and external members, with an emphasis on deepening the understanding of consumer lending products and processes. Individuals in the position must be able to use tools and knowledge to represent all consumer lending products (vehicle loans, service retained mortgages, personal loans, and second mortgages). They must be able to identify, analyze, solve problems, and create solutions for member needs to adequately address member situations. The Loan Servicing Specialist I must effectively carry out the essential duties of this position in a manner that consistently demonstrates the core values of the organization in a positive manner.

Fulfillment of Daily Loan Servicing Operations

• Effectively prioritize operational duties while maintaining awareness of workloads and desired service levels.
• Maintain an advanced level of credit union loan knowledge, allowing differentiation of processes and procedures required for each loan type. Exhibit operational expertise in all unsecured loan, vehicle loan, home equity loan, and service-retained mortgage loan products.
• Support MSC, Retail, Lending Center and Collections with member phone and email interactions that require an increased level of loan knowledge and experience. Take ownership of these member transfers and communicate effectively during and after the interaction.
• Utilize tracking methods to identify trends that require additional communication, training, feedback or change.
• Responsible for relevant compliance knowledge, maintaining familiarity with available resources (internal audit, procedure manual).
• Make autonomous decisions that carry a low to medium degree of operational and organizational risk, collaborating with or escalating to LSS II, LSS III and management when decision risk exceeds these levels.
• Master monetary functions which include, but are not limited to, loan payoffs, loan payment maintenance, fee refunds, payments, returned items, and line of credit advances.
• Work with member accounts and UWCU general ledgers, performing transactions accurately to ensure the balancing of those accounts.
• Take ownership in researching errors and issues. Work with vendors and internal technical partners to reach resolution.

Develop and Build Member Relationships

• Efficiently and accurately resolve member inquires and troubleshoot issues through proficient use of tools, resources, and use of appropriate support department.
• Demonstrate sound judgment in handling member requests and exceptions. Offer solutions that resolve our members’ current concerns and future needs whenever possible.
• Utilize strong written communication skills to compose accurate and informative comments and documentation to convey the member needs and experience.
• Exhibit positive problem-solving skills to effectively resolve member concerns and issues.

Contribute to Departmental Project Initiatives

• Take ownership for change. Analyze, justify and recommend changes in operations to enhance productivity and improve service.
• Develop a beginner-level understanding of core MISER functionality related to lending products, including custom in-house programming.
• Act as a resource in the creation and maintenance of technical process/product workflows.
• Serve as the primary organizational resource to research, troubleshoot, and resolve the most complex loan issues, including technical and procedural issues that cannot be resolved by upper tier staff in other support/service departments.

Individual Development and Learning

• Be active in identifying new areas for learning, and assume responsibility for personal development through training, collaboration and teamwork.
• Demonstrate strong working relationships with Loan Servicing staff and other groups within the organization to ensure efficient and effective problem solving and issue resolution.
• Build strong relationships by demonstrating positive communication skills and awareness of your impact on others.
• Communicate and act in ways that build and reinforce trust.
• Assume responsibility for personal development through training, collaboration, and establishment of an Individual Development Plan (IDP).
• Drive innovation by fostering positive debate amongst team members, creating an atmosphere where differing opinions reveal additional alternatives. Exhibit strong facilitation skills to drive collaborative success.

Education & Experience

• Associate’s Degree in Business or a related field is required.
• 2 – 3 years of financial institution experience is required.

Skills

• Demonstrated analytical, accuracy, critical thinking, and problem-solving skills.
• Strong presentation, telephone, oral and written communication skills.
• Proficiency and agility to multi-task and negotiate multiple applications in succession.
• Ability to work independently, organize and prioritize workloads.
• Strong interpersonal skills and demonstrated ability to represent a professional image.
• Knowledge of the UW Credit Union lending process, concepts and practices.
• Strong proficiency in personal computer skills including the use of Internet and MS Office software applications.

Join one of Wisconsin’s premier financial institutions, a National Top Workplace and multi-year recipient of Madison Magazine’s Best Places to Work, Wisconsin State Journal’s Top Workplaces, and Milwaukee Journal Sentinel’s Top Workplaces to receive:

• 21.5 days of annual time off (accrued per pay period)
• 2 weeks paid caregiver leave
• 2.5 weeks paid new child parental leave
• 2 days paid volunteer time
• 10 paid holidays (including your birthday!)
• 401k company match of up to 5%, plus approximately 4% discretionary match
• Variable bonus reward
• Competitive Medical, Dental, and Vision plans, including domestic partner eligibility
• Employee Assistance Program
• And more!

All employees must possess valid work authorization to work for UWCU on the date of hire.  UWCU does not provide immigration sponsorship or support for employment authorization to include, but not limited to, sponsorship or support for H-1B, F-1 OPT, TN, or other visa category.