What are the responsibilities and job description for the Consumer Loan Servicing Specialist position at Ardent Federal Credit Union?
General Purpose:
Performs a variety of Loan Servicing functions in connection with personal and auto loans. Includes handling of member requests for payroll and ACH payment set-ups, skip-a-pay and payoffs. This role will engage members to answer general and specific loan servicing questions, resolve loan account issues and respond to various requests for loan information.
This position is hybrid.
Essential Functions:
1. Responds to member inquiries regarding the operation of loan accounts, resolves account discrepancies, and assists members to make the most effective use of services offered by the credit union.
2. Foster a positive work environment by actively listening to and responding to member and co-worker needs with a courteous and helpful attitude.
3. Manage a high volume of member inquiries from various communication channels including phone, email, digital banking, and chat .
4. Hours will include some evenings and Saturday mornings.
5. Assist members with completing forms and advises members of the process and sets expectations for items required of the member. Communicates the resolution to the member.
6. Responsible for working with Quality Control reviews for account accuracy.
7. Seeks out potential lending opportunities in normal course of business when handling member account requests.
8. Consistently achieves goals assigned for response time and volume of requests.
9. Acts as a liaison between the lending department and branch and call center for member service requests.
10. Coordinate with the credit unions external business partner to complete tasks related to the servicing of our student lending program.
11. Process department mail and distributes to the appropriate area or employee.
Other Duties:
1. Stays knowledgeable of loan programs and procedures and advises member of required documentation for account adjustments.
2. Recognize and report suspicious activity to department manager.
3. Provides excellent service to other credit union employees in support of their activities and within agreed service level agreements.
4. Perform other duties as required.
Job Requirements (Knowledge/Abilities):
1. Exceptional verbal and written communication skills, including the ability to articulate technical information in a clear and concise manner.
2. Strong multi-tasking skills with excellent mindfulness and accuracy.
3. Strong knowledge retention and recall abilities to provide quick and accurate information to callers.
4. Ability to handle pressure and remain calm in challenging situations with frustrated callers.
5. Fast and efficient workstyle to accommodate high volume of calls while maintaining high quality of member support.
6. Empathetic and friendly approach to gain members trust and establish positive rapport.
7. Familiarity with Microsoft Office programs.
8. Knowledge of consumer loan products, services, and processing functions is a plus.
Job Requirements (Education/Experience):
1. High School diploma or equivalent.
2. At least one year of experience working in a lending environment or servicing capacity in a financial institution.
3. Strong skills operating a personal computer including Microsoft Word, Excel and Outlook and DocuSign.