Consumer Insurance and Collateral Specialist - Loan Servicing

Seeking previous experience servicing consumer loans (auto loans) with an attention to Title research and Lienholder confirmation. Follow up and research calls to members (customers), DMV, and other relevant parties. Must possess strong critical thinking, research and follow up skills!

Reports To: AVP Risk and Collateral Management

Pay information: $18.53 - $23.16 per hour

The listed pay information includes the minimum rate of pay to the mid-point rate of pay for the posted position The actual compensation for this position may vary based upon, but not limited to, licenses or certifications, education or equivalent work experience, market data, qualifications, relevant experience, prior work and performance history, geographic location, and business sector.

We believe great work is to be rewarded with great benefits. Our benefits include, but aren’t limited to, Medical coverage with generous company contributions, Dental with employee only coverage paid by the company, Vision with employee only coverage paid by the company, Paid Time-Off, 401k plan with a defined company match, company paid long-term disability, short term disability, and company paid holidays.

Purpose: The primary purpose of this position is to assist Atlanta Postal Credit Union to live out our Mission, “To help our members achieve financial success by providing exceptional products and service.”

Essential Duties and Responsibilities: Other duties may be assigned.

• Deliver outstanding service to both internal and external members that is in alignment with our Service Promises:
  • I promise to be mindful of your time with fast, efficient, courteous, and friendly service.
  • I promise to demonstrate integrity in all my interactions.
  • I promise to always treat you with dignity and respect.
  • I promise to work with fellow employees throughout the credit union to ensure you receive the best possible products, service, and solutions.
  • I promise to safeguard the security and confidential nature of your financial information.
  • I promise to greet you with a smile and thank you for your business when your transaction is completed.
  • I promise to deliver on our mission to help you achieve financial success by providing exceptional products and service.
• As required, maintains consistent and accurate notes of all contact history associated with a given situation or scenario.
• Secures loans through lien perfection activities on both physical and electronic titles; Ensures that APCU/Center Parc is the primary lienholder.
• Gathers and reviews all documents for lien perfections; Follows up with dealerships, state DMVs, members, and other parties for swift submission of documents and prompt remedy for corrected documents.
• Audit DMV documentation, collect fees, and process required paperwork to secure titles.
• Issue lien releases or title releases for paid in full loans; Manges and monitors temporary title releases for registration updates, required corrections, etc.
• Maintains a cadence of monthly reporting reflective of open titles and non-perfected liens.
• Administer and follow-up on insurance claims and claims outcomes through collaboration and follow up with the member, and the member’s insurance or at-fault party’s insurance.
• Completes verifications of insurance, ensuring that the appropriate coverage is in place and, where allowed, that APCU/Center Parc is the listed as loss payee.
• Administers and facilitates the placement of Collateral Protection Insurance (CPI, also known as force placed insurance or single interest insurance) through State National (vendor) as required.
• Facilitates cancelation and refunds of CPI as appropriate on member active accounts, and repossessions
• Administers and facilitates claims through State National in situations of total loss, collateral damage claims, and claims associated with skips or repossessions.
• Administers and coordinates activities with Open Lending (vendor) related to repossession deficiency claims, damage claims, skips, etc.
• In accordance with departmental policies and procedures, escalates latent lien recordings, insurance claims, or other dated items to a designated person for legal activity or other defined recourse alternatives.
• Handles request of varying degrees of complexity; some routine in nature and others requiring research and problem-solving skills to identify and resolve issues.
• Maintains product knowledge up to date; has a full understanding of the features and benefits of the products and services offered by the credit union.
• Effectively uses written and oral communication skills in daily correspondence, completion of tasks, interactions with members, peers, and other internal stakeholders.
• Demonstrates attention to detail and strong customer service skills.
• Complies with all aspects of BSA/AML and OFAC regulations as they relate to this position.
• Other duties as assigned.

Supervisory Responsibilities: No direct reports. If serving in a designated lead role, may manage day-to-day task through indirect reporting relationships or through a matrixed management approach and the ability to collaboratively interact with internal and external partners.

• An associate’s degree in business management, Business Administration, or related field of study or 2 years of additional work experience in lieu of degree
• 2 years of customer service work experience, call center work experience, or loan processing and servicing experience
• Working knowledge of Microsoft Office software

• 2 years specific member facing work experience within a Credit Union
• Prior experience working with various state DMV’s, force placed insurance vendors.
• Insurance claims experience relative to consumer loan collateral.
• Relevant certificates or certifications

Must be physically able to operate a variety of automated office machines such as calculator, computer, printer, facsimile, telephone, copier, etc. Must be able to stand, bend and stoop as needed. Must be able to lift and/or carry weights of 5 to 25 pounds.

APCU Center Parc Credit Union is an equal opportunity employer committed to providing equal opportunities to applicants and our policy is not to discriminate against any applicant or employee based on race, color, sex, religion, national origin, disability status or veteran status or any other basis protected by applicable federal, state, or local laws. APCU Center Parc Credit Union prohibits harassment based on the same protected classes and criteria.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the job.

The requirements for the position listed are general and are not all inclusive. If you have any questions concerning this position, please contact Human Resources.

Please note that an employment offer, and your continued employment are contingent upon acceptable results of a background and credit check, and satisfactory proof of your right to work in the U.S.