Consumer Servicing Specialist

Position Summary:

Support the servicing and maintenance of consumer loans and leases in compliance with applicable rules, policies and regulations.  Serve members, other institutions and internal customers by answering questions and resolving issues related to consumer loans to ensure quality service across multiple channels. Maintain service level standards of the organization.

Essential Duties and Responsibilities

• Process a variety of transactions and requests, including but not limited to loan payment and interest adjustments, ACH exceptions, late fee reversals and system file maintenance.
• Process auto and visa loan payoffs, collect and follow up on all the necessary documentation to properly release title in a timely manner.
• Prepare workout loan requests for loan committee review. Communicate decision to the member, provide follow up and coordinate final workout loan document signing.
• Process consumer loan modifications related to military lending/SCRA regulations per Collections approval and request. 
• Maintain and service SDCCU leases.  Provide payment, payoff and statement information to members. 
• Perform consumer loan related file maintenance on accounts with decedent requests.
• Process consumer loan Adverse Action and Counter Offer letters per regulations. 
• Assist Collections and other departments as necessary to confirm and maintain credit union policy, procedure, and regulatory compliance. 
• Responsible for keeping abreast of current policies, procedures and new products; follow new procedures. 
• Review and complete daily, weekly and monthly consumer servicing reports.
• Manage the phone queue and shared email box to answer inquiries from internal/external members in a prompt, professional and accurate manner.
• Ensure compliance with all SDCCU policies and procedures in addition to all regulatory requirements.
• Participate in AML/BSA compliance training as required

Other Duties and Responsibilities

• Assist in general ledger balancing as needed.
• Support Registration and Titling department and Consumer Loan Center (Loan Funding) as needed.
• Participate in SDCCU car sales or other such events.
• Perform other duties as assigned.

Physical Demands and Work Environment

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this position.

While performing the duties of this position, the employee is regularly required to talk and hear; to reach with hands and arms, use hands to finger, handle or feel objects, tools or controls.

The employee is occasionally required to walk, stoop, kneel, crouch or crawl. The employee must occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this position include close vision, distance vision, peripheral vision, depth perception and the ability to adjust focus.

The noise level in the work environment is usually moderate.

Minimum Qualifications (Education, Experience, Skills)

• High school diploma or equivalent.
• One year of financial institution experience, loan servicing or related experience.
• Loan servicing experience in a consumer lending department highly preferred.
• One year experience with Meridian Link/LoansPQ and Episys’ Symitar banking system.
• Effective interpersonal skills and human relations; Ability to interact with all levels of an organization. Professional written and verbal communication skills.
• Effective analytical and problem-solving skills with high attention to detail and accuracy. Effective application of judgment and decision-making.
• Ability to handle multiple priorities and work effectively under pressure to meet specified deadlines.
• Working knowledge of DMV requirements for all types of vehicle loans.
• Knowledge of Credit Union loan products, policies and procedures.
• Basic level PC and Microsoft Office competencies.