Bellco Credit Union
Consumer Loan Servicing Specialist - Compliance and Operations
Bellco Credit Union, Greenwood Village, Colorado, United States
Application deadline is 5 days after the date the role was posted.
Thank you for your interest in Bellco Credit Union! We’re a local not-for-profit organization that has been giving back to our members, the communities we serve, and of course, our employees since 1936. Offering one of the best employee benefits packages around, Bellco is a leader in fostering, developing, and engaging staff to become expert financial-service ambassadors. You’re a part of something more at Bellco—a place you can be proud of.
Consumer Loan Servicing Specialist – Compliance and Operations
LOCATION:
Corporate
DIVISION:
CMXO Overview
The Consumer Servicing Specialist – Compliance and Operations serves as a primary resource for managing GAP and ancillary product processes, including direct interaction with insurance agencies. This role is also responsible for maintaining, responding to, and correcting reports derived from exceptions and accounting discrepancies, ensuring data accuracy, compliance, and timely resolution. In addition to these core responsibilities, the specialist supports a variety of consumer loan servicing functions such as loan maintenance requests, total loss claims, payment protection, automation tasks, check processing, payoff quote support, and processing in the CORE system. The role also contributes to identifying trends, resolving servicing compliance issues, and enhancing operational efficiency. Strong customer service skills, adaptability to shifting priorities, and effective collaboration with internal teams and credit union staff are essential to success in this role. Organizational Relationships
Reports to: Sr Manager of Consumer Operations Supervises: NA Contacts: All levels of credit union employees and members Qualifications/Requirements
Experience: Minimum 2 years preferably in a customer/member service role. Knowledge of Microsoft Office (Word, Excel, Outlook, PowerPoint). Basic knowledge of Consumer Lending originations or financial industry experience preferred. Education:
Associates degree in related field or equivalent experience preferred Skills: Ability to understand and execute tasks within Service Level Agreements (SLAs), required Ability to solve problems and analyze with a high degree of accuracy Effective time management with the ability to prioritize workload based on department requirements and member needs while working in a fast-paced, deadline-driven environment Ability to work independently and within the team while promoting a positive team environment Perform basic mathematical computations; effectively communicate verbally and in writing; comprehend materials and follow instructions Exercise good judgment/reasoning and resourcefully solve routine problems; organize and handle multiple tasks and prioritize; handle confidential/sensitive information; exhibit excellent customer service skills Proficient in Microsoft Office (Word, Excel, Outlook) preferred Strong communication skills, both verbal and written Ability to support GAP and ancillary product processes, including interaction with regulatory and insurance agencies Skilled in reviewing, responding to, and resolving exception and accounting discrepancy reports Essential Functions
Demonstrate Bellco’s Act Nice Behaviors and Core Values
in all interactions with members, prospective members, and personnel in other Bellco departments while holding staff accountable to standards. Manage the end-to-end GAP refund process
for both Direct and Indirect loan products. Monitor refund activity, ensure timely and accurate claim submission, and maintain proactive follow-up with GAP providers. Own the member experience throughout the GAP refund lifecycle, ensuring clear communication, issue resolution, and compliance with provider and regulatory requirements. Oversee exception and accounting discrepancy reporting processes
by working exception reports within established SLAs, collaborating with Accounting and Originations teams to ensure timely and accurate reconciliation of General Ledger (GL) entries, and identifying and reporting on trends to support process improvements and compliance monitoring. Manage high volumes of open gap claims daily. Meeting or exceeding established SLA’s to minimize member impact. Update and manipulate reports to document progress and provide status information and claim analysis to senior management. Manually issue refunds as needed when automated refunds fail. Review and support all activities associated with Consumer Processing. Includes day-to-day relationships, setting and accomplishing priorities, while maintaining a high level of productivity and quality standards. Research and resolve consumer loan servicing compliance issues, ensuring adherence to regulatory and agency requirements (e.g., SCRA, Fair Credit Legislation, CFPB). Support additional servicing functions including loan maintenance requests, total loss claims, payment protection, automation tasks, check processing, payoff quote support, and processing in the CORE system. Track individual productivity and results to maintain and meet established team and department SLAs. Respond to all member inquiries and questions while providing excellent member service related to transactions via outbound and inbound calls and email. Interact with governmental agencies and 3rd party representatives related to various servicing requests and general questions while creating solutions and determining when scenarios should be escalated. Respond to escalated member issues and utilize out-of-box solutions to provide exceptional member service, resolving issues with urgency. Provide updates to management for awareness. Research root causes and trends. Report on vendor performance and service standards to management team as necessary. Assist with special projects related to process improvements and/or procedure updates. Maintain regular and punctual attendance with a flexible schedule. Management retains the discretion to add to or change the duties of the position as business need dictates. Working Conditions: Office environment. Benefits
Bellco Credit Union provides a comprehensive benefits package to employees, including: Medical, Dental, Vision, 401 (k) with company match, Supplemental Life Insurance, Paid Vacation, Paid Sick Days, and Paid Holidays. In addition to base compensation, Bellco Credit Union offers bonuses for the following roles: Non-exempt branch roles may earn monthly bonuses for meeting production goals and quarterly bonuses for meeting team goals. Exempt branch roles may earn quarterly bonuses for production and team goals. Exempt non-branch management roles may be eligible for an annual managerial bonus. Non-branch non-management roles may be eligible for on-the-spot bonuses for extraordinary performance.
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LOCATION:
Corporate
DIVISION:
CMXO Overview
The Consumer Servicing Specialist – Compliance and Operations serves as a primary resource for managing GAP and ancillary product processes, including direct interaction with insurance agencies. This role is also responsible for maintaining, responding to, and correcting reports derived from exceptions and accounting discrepancies, ensuring data accuracy, compliance, and timely resolution. In addition to these core responsibilities, the specialist supports a variety of consumer loan servicing functions such as loan maintenance requests, total loss claims, payment protection, automation tasks, check processing, payoff quote support, and processing in the CORE system. The role also contributes to identifying trends, resolving servicing compliance issues, and enhancing operational efficiency. Strong customer service skills, adaptability to shifting priorities, and effective collaboration with internal teams and credit union staff are essential to success in this role. Organizational Relationships
Reports to: Sr Manager of Consumer Operations Supervises: NA Contacts: All levels of credit union employees and members Qualifications/Requirements
Experience: Minimum 2 years preferably in a customer/member service role. Knowledge of Microsoft Office (Word, Excel, Outlook, PowerPoint). Basic knowledge of Consumer Lending originations or financial industry experience preferred. Education:
Associates degree in related field or equivalent experience preferred Skills: Ability to understand and execute tasks within Service Level Agreements (SLAs), required Ability to solve problems and analyze with a high degree of accuracy Effective time management with the ability to prioritize workload based on department requirements and member needs while working in a fast-paced, deadline-driven environment Ability to work independently and within the team while promoting a positive team environment Perform basic mathematical computations; effectively communicate verbally and in writing; comprehend materials and follow instructions Exercise good judgment/reasoning and resourcefully solve routine problems; organize and handle multiple tasks and prioritize; handle confidential/sensitive information; exhibit excellent customer service skills Proficient in Microsoft Office (Word, Excel, Outlook) preferred Strong communication skills, both verbal and written Ability to support GAP and ancillary product processes, including interaction with regulatory and insurance agencies Skilled in reviewing, responding to, and resolving exception and accounting discrepancy reports Essential Functions
Demonstrate Bellco’s Act Nice Behaviors and Core Values
in all interactions with members, prospective members, and personnel in other Bellco departments while holding staff accountable to standards. Manage the end-to-end GAP refund process
for both Direct and Indirect loan products. Monitor refund activity, ensure timely and accurate claim submission, and maintain proactive follow-up with GAP providers. Own the member experience throughout the GAP refund lifecycle, ensuring clear communication, issue resolution, and compliance with provider and regulatory requirements. Oversee exception and accounting discrepancy reporting processes
by working exception reports within established SLAs, collaborating with Accounting and Originations teams to ensure timely and accurate reconciliation of General Ledger (GL) entries, and identifying and reporting on trends to support process improvements and compliance monitoring. Manage high volumes of open gap claims daily. Meeting or exceeding established SLA’s to minimize member impact. Update and manipulate reports to document progress and provide status information and claim analysis to senior management. Manually issue refunds as needed when automated refunds fail. Review and support all activities associated with Consumer Processing. Includes day-to-day relationships, setting and accomplishing priorities, while maintaining a high level of productivity and quality standards. Research and resolve consumer loan servicing compliance issues, ensuring adherence to regulatory and agency requirements (e.g., SCRA, Fair Credit Legislation, CFPB). Support additional servicing functions including loan maintenance requests, total loss claims, payment protection, automation tasks, check processing, payoff quote support, and processing in the CORE system. Track individual productivity and results to maintain and meet established team and department SLAs. Respond to all member inquiries and questions while providing excellent member service related to transactions via outbound and inbound calls and email. Interact with governmental agencies and 3rd party representatives related to various servicing requests and general questions while creating solutions and determining when scenarios should be escalated. Respond to escalated member issues and utilize out-of-box solutions to provide exceptional member service, resolving issues with urgency. Provide updates to management for awareness. Research root causes and trends. Report on vendor performance and service standards to management team as necessary. Assist with special projects related to process improvements and/or procedure updates. Maintain regular and punctual attendance with a flexible schedule. Management retains the discretion to add to or change the duties of the position as business need dictates. Working Conditions: Office environment. Benefits
Bellco Credit Union provides a comprehensive benefits package to employees, including: Medical, Dental, Vision, 401 (k) with company match, Supplemental Life Insurance, Paid Vacation, Paid Sick Days, and Paid Holidays. In addition to base compensation, Bellco Credit Union offers bonuses for the following roles: Non-exempt branch roles may earn monthly bonuses for meeting production goals and quarterly bonuses for meeting team goals. Exempt branch roles may earn quarterly bonuses for production and team goals. Exempt non-branch management roles may be eligible for an annual managerial bonus. Non-branch non-management roles may be eligible for on-the-spot bonuses for extraordinary performance.
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