What are the responsibilities and job description for the Consumer Loans Servicing Specialist position at Fortera Credit Union?
POSITION PURPOSE
Delivers high-quality service while assisting both internal and external stakeholders with a variety of general tasks in Consumer Loan Servicing. Accountable for maintaining and adhering to Fortera’s core values and service standards.
ESSENTIAL FUNCTIONS AND BASIC DUTIES
Please be advised, visa sponsorship is not available for this position.
QUALIFICATIONS
EDUCATION/CERTIFICATION:
PHYSICAL ACTIVITIES AND REQUIREMENTS OF THIS POSITION
None:
MENTAL ACTIVITIES AND REQUIREMENTS OF THIS POSITION
Delivers high-quality service while assisting both internal and external stakeholders with a variety of general tasks in Consumer Loan Servicing. Accountable for maintaining and adhering to Fortera’s core values and service standards.
ESSENTIAL FUNCTIONS AND BASIC DUTIES
- Administers and manages loan servicing for existing Consumer Loans, including but not limited to the following tasks.
- Provides phone support to internal team members by addressing basic loan inquiries and offering clarifications on loan policies and procedures.
- Receives and processes requests related to consumer loan servicing.
- Handles basic loan adjustments, re-amortization calculations, payment modifications/adjustments, and loan extension requests.
- Handles various requests, including mail inquiries, line of credit (LOC) closure requests, and payoff requests.
- Manages and resolves Synapsis tickets, ensuring that issues are reported, tracked, and addressed appropriately whenever possible.
- Executes payment reversals and processes basic adjustments.
- Reviews weekly and monthly reports to ensure accounts are accurate and current.
- Manages routine and confidential member correspondence, along with other administrative tasks for the department.
- Communicates effectively and proactively with team members, team leaders, external vendors, and members via phone, in person, or through written correspondence.
- Interacts professionally with all levels of management while upholding strict confidentiality.
- Attends and actively participates in all required training sessions, meetings, and committees.
- Engages in community and civic events to raise awareness of the Credit Union’s presence in the community.
- Completes all mandatory compliance training and adheres to applicable regulations, including Bank Secrecy Act compliance.
- Performs tasks with minimal supervision.
- Maintains regular and predictable attendance.
- Carries out additional duties as assigned or required by management.
- Ensures the work area is clean, secure, and well-maintained.
- Maintains a lien ratio of less than 1% for missing liens.
- Establishes and maintains positive working relationships and effective coordination with all credit union personnel.
- Ensures required reports and records are accurate, complete, and submitted on time, meeting all deadlines.
- Meets individual and team goals as assigned.
- Consistently demonstrates Fortera’s core values.
Please be advised, visa sponsorship is not available for this position.
QUALIFICATIONS
EDUCATION/CERTIFICATION:
- High school diploma or equivalent; some college or administrative training preferred.
- Basic knowledge of loan products.
- Understanding of the registration/lien placement process preferred.
- Understanding of document formats, spreadsheets, and Loan communications.
- Proficiency in MS Office Suite.
- One to three years of financial institution experience.
- Accurately assesses the cultural environment, exhibiting emotional intelligence and appropriate sensitivity while maintaining individuality.
- Strong interpersonal, member service, and oral and written communication skills.
- Able to work in a cooperative manner with others. Maintains a positive, upbeat attitude.
- Strong organization, attention-to-detail, and time management skills.
- Able to work independently, as a team and manage and move multiple streams of work forward simultaneously in a fast-paced environment.
- Able to meet deadlines and maintain an effective and efficient workflow.
- Ability to write clear emails and member correspondence. High attention-to-detail in all written material.
- Able to work well under pressure while always promoting a professional image of the credit union.
- Able to use PC, related software applications and standard office equipment.
- Professional dress, appearance, and attitude.
- Regular and predictable attendance.
PHYSICAL ACTIVITIES AND REQUIREMENTS OF THIS POSITION
- Using primarily just the fingers to make small movements such as typing, picking up small objects, or pinching fingers together.
- Using fingers and palm on an object.
- Especially where one must frequently convey detailed or important instructions or ideas accurately, loudly or quickly.
- Able to hear average or normal conversations and receive ordinary information.
- Movements frequently and regularly required using the wrists, hands, and/or fingers.
- Average, ordinary visual acuity necessary to prepare or inspect documents or products or operate machinery.
- Sedentary work; sitting most of the time. Exerts up to 10 lbs. of force occasionally. (Almost all office jobs.)
None:
- No hazardous or significantly unpleasant conditions (such as in a typical office).
- Frequent local travel.
MENTAL ACTIVITIES AND REQUIREMENTS OF THIS POSITION
- Ability to apply common sense understanding to carry out detailed but uninvolved instructions and to deal with problems involving a few variables.
- Ability to perform very basic math skills including adding, subtracting, multiplying, and dividing two-digit numbers; the four basic arithmetic operations with money; and operations with units such as inch, foot, yard, ounce, and pound (or their metric counterparts).
- Ability to use passive vocabulary of 5-6,000 words; to read at a slow rate; define unfamiliar words in dictionaries for meaning, spelling, and pronunciation.
- Ability to write complex sentences, using proper punctuation, adjectives, and adverbs.
- Ability to communicate in complex sentences; using normal word order with present and past tenses; using a good vocabulary.
