What are the responsibilities and job description for the Consumer Loan Servicing Specialist III position at Bellco Credit Union?
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 III
LOCATION: Corporate DIVISION: CMXO
FUNCTION DESCRIPTION:
The Consumer Servicing Specialist III will collaborate with Consumer Servicing teams. This role will be responsible for processing all types of consumer loan servicing requests ensuring completeness, accuracy, timeliness, and quality member service. This position will maintain existing member relationships, providing excellent service and efficient operational activities while responding to all phone and email inquiries. Researching and resolving exceptions or consumer loan servicing compliance issues. Loan maintenance requests, total loss claims, ancillary products, payment protection support, automation and executing on exception reports on an established schedule, identifying trends and process gaps as appropriate to streamline. Additionally, you will support decedent claims and serve as the primary contact for members’ survivors, leveraging your expertise to effectively assist them through this sensitive process with empathy and ease. This role requires excellent customer service skills, the ability to adapt to shifting priorities based on business needs, and collaboration with team members, credit union staff, and members.
ORGANIZATIONAL RELATIONSHIPS:
Reports to: Sr Manager of Consumer Operations
Supervises: NA
Contacts: All levels of credit union employees and members
QUALIFICATIONS/REQUIREMENTS:
Experience:
Skills:
1. Demonstrates 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.
2. Recognized as a subject matter expert in supporting our decedent claim process. You will assist member survivors through this process with ease, leveraging your expertise to provide compassionate and efficient support.
3. Review and support activities associated with Consumer Processing. Includes day-to-day relationships, setting and accomplishing priorities, while maintaining a high level of productivity, and quality standards.
4. Research and resolve any consumer loan servicing compliance issues recognizing regulatory, and Agency requirements including but not limited to SCRA, Fair Credit Legislation, and CFPB.
5. Ensure accuracy and completion of activities associated with the processing of all consumer loan activities with urgency.
6. Tracking individual productivity and results to maintain and meet established team & department SLAs
7. Responding to all member inquires and questions while providing excellent member service related to transitions via outbound and inbound calls and email
8. 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
9. Using subject matter expertise in consumer title processing to recognize trends, opportunities for improvement, and efficiencies. Provide feedback as needed to management.
10. Responding to escalated member issues and utilizes out of box solutions to provide exceptional member service resolving issues with urgency. Providing updates to management for awareness. Researching for root cause and trends
11. Report on vendor performance and service standards to management team as necessary.
12. Assist with special projects related to process improvements and/or procedure updates
13. Regular and punctual attendance with flexible schedule
Management retains the discretion to add to or change the duties of the position as business need dictates.
WORKING CONDITIONS:
Office environment.
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.
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 III
LOCATION: Corporate DIVISION: CMXO
FUNCTION DESCRIPTION:
The Consumer Servicing Specialist III will collaborate with Consumer Servicing teams. This role will be responsible for processing all types of consumer loan servicing requests ensuring completeness, accuracy, timeliness, and quality member service. This position will maintain existing member relationships, providing excellent service and efficient operational activities while responding to all phone and email inquiries. Researching and resolving exceptions or consumer loan servicing compliance issues. Loan maintenance requests, total loss claims, ancillary products, payment protection support, automation and executing on exception reports on an established schedule, identifying trends and process gaps as appropriate to streamline. Additionally, you will support decedent claims and serve as the primary contact for members’ survivors, leveraging your expertise to effectively assist them through this sensitive process with empathy and ease. This role requires excellent customer service skills, the ability to adapt to shifting priorities based on business needs, and collaboration with team members, credit union staff, and members.
ORGANIZATIONAL RELATIONSHIPS:
Reports to: Sr Manager of Consumer Operations
Supervises: NA
Contacts: All levels of credit union employees and members
QUALIFICATIONS/REQUIREMENTS:
Experience:
- Minimum 3 years preferably in customer/member service role.
- Knowledge of MicroSoft Office (Word, Excel, Outlook, PowerPoint).
- Basic knowledge of Consumer Lending originations or financial industry 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 drive 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 judgement/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.
1. Demonstrates 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.
2. Recognized as a subject matter expert in supporting our decedent claim process. You will assist member survivors through this process with ease, leveraging your expertise to provide compassionate and efficient support.
3. Review and support activities associated with Consumer Processing. Includes day-to-day relationships, setting and accomplishing priorities, while maintaining a high level of productivity, and quality standards.
4. Research and resolve any consumer loan servicing compliance issues recognizing regulatory, and Agency requirements including but not limited to SCRA, Fair Credit Legislation, and CFPB.
5. Ensure accuracy and completion of activities associated with the processing of all consumer loan activities with urgency.
6. Tracking individual productivity and results to maintain and meet established team & department SLAs
7. Responding to all member inquires and questions while providing excellent member service related to transitions via outbound and inbound calls and email
8. 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
9. Using subject matter expertise in consumer title processing to recognize trends, opportunities for improvement, and efficiencies. Provide feedback as needed to management.
10. Responding to escalated member issues and utilizes out of box solutions to provide exceptional member service resolving issues with urgency. Providing updates to management for awareness. Researching for root cause and trends
11. Report on vendor performance and service standards to management team as necessary.
12. Assist with special projects related to process improvements and/or procedure updates
13. Regular and punctual attendance with flexible schedule
Management retains the discretion to add to or change the duties of the position as business need dictates.
WORKING CONDITIONS:
Office environment.
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.
