Golden 1 Credit Union
Consumer Loan Servicing - Consumer Loan Servicing Specialist
Golden 1 Credit Union, Sacramento, California, United States, 95828
Consumer Loan Servicing - Consumer Loan Servicing Specialist
Join to apply for the
Consumer Loan Servicing - Consumer Loan Servicing Specialist
role at
Golden 1 Credit Union . Title:
CONSUMER LOAN SERVICING SPECIALIST Department:
CONSUMER LOAN SERVICING Status:
Non-exempt Reports to:
SUP – CONSUMER LOAN SERVICING Job code:
11287 Pay Scale:
$25.02 - $27.00 Hourly General Description As a consumer loan servicing specialist, you will provide a seamless experience for our members in managing their loans, while supporting leadership with department level initiatives and testing. This experienced level position plays a crucial role in driving innovation and implementing process improvements. This position requires an advanced understanding of loan servicing operations, analytical skills, and the ability to collaborate with cross-functional teams. A specialist supports technician level staff, while supporting requests that require special handling up to vendor or project involvement. Key responsibilities include projects, validations for system updates, new products, and product improvements. In addition, you will track production and service level agreements, perform quality control support, conduct complicated research, and manage escalations. Team collaboration and positive communication are essential, with adaptability and resilience. Responsibilities Engage with members via phone and email, providing exceptional service and assistance with loan related inquiries, aligning with our Mission, Vision, and Core Values. Support team in processing requests submitted through Consumer Loan Servicing queues, email inboxes, faxes, and mail. Assist technicians and handle escalations in a solutions-based manner, as a first line resolution before passing to leadership. Department specific duties may include advanced servicing or subject matter expertise in the following: Service pack validation, new product testing, statement validations. Initiate and validate rate change processes on variable rate loan products. Advanced servicing of equity loans including ensuring proper closing, title research and release resolutions; fixed rate segment servicing with letter quality controls and general oversight of demand payoff processing. Partner with accounting to research and clear differences in assigned general ledger accounts. Support AB2311 by working escalated or delayed refund processing, exception processing and letter generation. Support vehicle title perfection through planned strategies and partnerships with indirect lending teams and dealerships. Monitor and ensure posting of insurance commission income and expenses related to product protection. Support adding, cancelling, and refunding of ancillary loan products offered. Loan product portfolio management, including reporting, monitoring for errors, and onboarding new products, to include testing and validating. Mapping and servicing electronic forms, supporting generating new and servicing existing. Monitor reporting, provide error resolution, with a strong focus on regulatory compliance in servicing standards. Offer or negotiate terms of residential mortgage loan. Maintain a thorough understanding of state and federal laws and regulations related to credit union compliance, including bank secrecy and anti-money laundering laws appropriate to the position. Must pass all regulatory and compliance courses and apply knowledge to daily tasks. Identify and propose processing optimization with a digital focus to enhance the effectiveness of servicing operations. Lead implementation of digitally focused projects. Establish a collaborative environment by actively engaging with colleagues to share best practices and ideas. Support training technicians and temporary employees. Mentor employees to ensure a high level of knowledge transfer. Create open and honest communication, give and encourage feedback. Coordinate and monitor daily workflows of department. Participate actively in huddles and meetings; lead meetings as needed. Support annual procedure update process. Support production reporting, ensuring service level agreements are met and work is delegated to technicians in prioritized order. Demonstrate an innovative mindset with a passion for process improvement. Be proactive and self-motivated. Provide additional department support and perform other tasks and duties as needed. Physical Skills, Abilities, and Exertion Effective oral and written communication skills to assist staff, members, and third parties. Must possess sufficient manual dexterity to operate a laptop and standard office equipment such as calculators, cellphones, and telephones. Organizational Contacts & Relationships INTERNAL: All levels of staff. EXTERNAL: Members, vendors, and third parties. Qualifications Education: Successful completion of high school or equivalent work experience. Experience 3 or more years at a financial institution performing customer service in the financial industry in a progressively advancing role, with a focus on complex tasks and process improvement, extensive loan research and resolution, report creation and analysis, training and mentorship experience, testing and validating experience, vehicle and home titling and release processing. Experienced level in servicing ancillary loan products. Nationwide Mortgage Licensing System (NMLS) may be required. Knowledge / Skills Previous experience in customer service; financial institution experience required. In-depth knowledge of loan products, regulations, and industry best practices. Experience in consumer loan products, with emphasis on loan servicing experience. Advanced knowledge of California DMV motor vehicle regulations pertaining to vehicle titling and release regulations, credit dispute requirements, and/or real estate reconveyance processes. Knowledge of electronic DMV titling. Strong analytical and problem-solving skills; excellent communication and interpersonal skills. Detail-oriented with excellent organizational abilities. Ability to multi-task with a high level of accuracy. Working knowledge of Microsoft Office and standard office equipment. Good follow-up skills and ability to work independently in a fast-paced environment. Physical Requirements Prolonged sitting with occasional mobility required. Corrected vision within normal range; hearing within normal range (assistance available if needed). Occasional movements throughout the department daily to interact with staff and accomplish tasks. Extensive PC data entry and processing throughout the workday. Ability to travel for business, as needed, local and statewide. Licenses / Certifications THIS JOB DESCRIPTION IN NO WAY STATES OR IMPLIES THAT THESE ARE THE ONLY DUTIES TO BE PERFORMED BY THIS EMPLOYEE. HE OR SHE WILL BE REQUIRED TO FOLLOW OTHER INSTRUCTIONS AND TO PERFORM OTHER DUTIES REQUESTED BY HIS OR HER SUPERVISOR THAT ARE WITHIN HIS / HER KNOWLEDGE, SKILL AND ABILITY AS WELL AS HIS / HER MENTAL AND PHYSICAL ABILITIES. REV. 01/01/2025
#J-18808-Ljbffr
Join to apply for the
Consumer Loan Servicing - Consumer Loan Servicing Specialist
role at
Golden 1 Credit Union . Title:
CONSUMER LOAN SERVICING SPECIALIST Department:
CONSUMER LOAN SERVICING Status:
Non-exempt Reports to:
SUP – CONSUMER LOAN SERVICING Job code:
11287 Pay Scale:
$25.02 - $27.00 Hourly General Description As a consumer loan servicing specialist, you will provide a seamless experience for our members in managing their loans, while supporting leadership with department level initiatives and testing. This experienced level position plays a crucial role in driving innovation and implementing process improvements. This position requires an advanced understanding of loan servicing operations, analytical skills, and the ability to collaborate with cross-functional teams. A specialist supports technician level staff, while supporting requests that require special handling up to vendor or project involvement. Key responsibilities include projects, validations for system updates, new products, and product improvements. In addition, you will track production and service level agreements, perform quality control support, conduct complicated research, and manage escalations. Team collaboration and positive communication are essential, with adaptability and resilience. Responsibilities Engage with members via phone and email, providing exceptional service and assistance with loan related inquiries, aligning with our Mission, Vision, and Core Values. Support team in processing requests submitted through Consumer Loan Servicing queues, email inboxes, faxes, and mail. Assist technicians and handle escalations in a solutions-based manner, as a first line resolution before passing to leadership. Department specific duties may include advanced servicing or subject matter expertise in the following: Service pack validation, new product testing, statement validations. Initiate and validate rate change processes on variable rate loan products. Advanced servicing of equity loans including ensuring proper closing, title research and release resolutions; fixed rate segment servicing with letter quality controls and general oversight of demand payoff processing. Partner with accounting to research and clear differences in assigned general ledger accounts. Support AB2311 by working escalated or delayed refund processing, exception processing and letter generation. Support vehicle title perfection through planned strategies and partnerships with indirect lending teams and dealerships. Monitor and ensure posting of insurance commission income and expenses related to product protection. Support adding, cancelling, and refunding of ancillary loan products offered. Loan product portfolio management, including reporting, monitoring for errors, and onboarding new products, to include testing and validating. Mapping and servicing electronic forms, supporting generating new and servicing existing. Monitor reporting, provide error resolution, with a strong focus on regulatory compliance in servicing standards. Offer or negotiate terms of residential mortgage loan. Maintain a thorough understanding of state and federal laws and regulations related to credit union compliance, including bank secrecy and anti-money laundering laws appropriate to the position. Must pass all regulatory and compliance courses and apply knowledge to daily tasks. Identify and propose processing optimization with a digital focus to enhance the effectiveness of servicing operations. Lead implementation of digitally focused projects. Establish a collaborative environment by actively engaging with colleagues to share best practices and ideas. Support training technicians and temporary employees. Mentor employees to ensure a high level of knowledge transfer. Create open and honest communication, give and encourage feedback. Coordinate and monitor daily workflows of department. Participate actively in huddles and meetings; lead meetings as needed. Support annual procedure update process. Support production reporting, ensuring service level agreements are met and work is delegated to technicians in prioritized order. Demonstrate an innovative mindset with a passion for process improvement. Be proactive and self-motivated. Provide additional department support and perform other tasks and duties as needed. Physical Skills, Abilities, and Exertion Effective oral and written communication skills to assist staff, members, and third parties. Must possess sufficient manual dexterity to operate a laptop and standard office equipment such as calculators, cellphones, and telephones. Organizational Contacts & Relationships INTERNAL: All levels of staff. EXTERNAL: Members, vendors, and third parties. Qualifications Education: Successful completion of high school or equivalent work experience. Experience 3 or more years at a financial institution performing customer service in the financial industry in a progressively advancing role, with a focus on complex tasks and process improvement, extensive loan research and resolution, report creation and analysis, training and mentorship experience, testing and validating experience, vehicle and home titling and release processing. Experienced level in servicing ancillary loan products. Nationwide Mortgage Licensing System (NMLS) may be required. Knowledge / Skills Previous experience in customer service; financial institution experience required. In-depth knowledge of loan products, regulations, and industry best practices. Experience in consumer loan products, with emphasis on loan servicing experience. Advanced knowledge of California DMV motor vehicle regulations pertaining to vehicle titling and release regulations, credit dispute requirements, and/or real estate reconveyance processes. Knowledge of electronic DMV titling. Strong analytical and problem-solving skills; excellent communication and interpersonal skills. Detail-oriented with excellent organizational abilities. Ability to multi-task with a high level of accuracy. Working knowledge of Microsoft Office and standard office equipment. Good follow-up skills and ability to work independently in a fast-paced environment. Physical Requirements Prolonged sitting with occasional mobility required. Corrected vision within normal range; hearing within normal range (assistance available if needed). Occasional movements throughout the department daily to interact with staff and accomplish tasks. Extensive PC data entry and processing throughout the workday. Ability to travel for business, as needed, local and statewide. Licenses / Certifications THIS JOB DESCRIPTION IN NO WAY STATES OR IMPLIES THAT THESE ARE THE ONLY DUTIES TO BE PERFORMED BY THIS EMPLOYEE. HE OR SHE WILL BE REQUIRED TO FOLLOW OTHER INSTRUCTIONS AND TO PERFORM OTHER DUTIES REQUESTED BY HIS OR HER SUPERVISOR THAT ARE WITHIN HIS / HER KNOWLEDGE, SKILL AND ABILITY AS WELL AS HIS / HER MENTAL AND PHYSICAL ABILITIES. REV. 01/01/2025
#J-18808-Ljbffr