Consumer Loan Servicer

This position is directly responsible for performing day-to-day tasks in several highly visible servicing processes; including handling member inquiries or problems and maintenance of consumer loan files.

Principal Duties and Responsibilities:

• Provide timely and professional service to members and team members by responding to consumer loan inquiries and requests via phone, email, and mail; research and resolve account and servicing issues accurately and efficiently.
• Process and maintain collateral documentation for automobiles, motorcycles, light trucks, and other secured consumer loans, including registrations, title work, lien additions, lien releases, through the Department of Transportation.
• Monitor lien perfection; maintain and review missing lien report and conduct weekly and monthly follow-up on outstanding or incomplete lien perfections.
• Perform daily consumer loan servicing activities throughout the life of the loan, including payment processing, account maintenance, payment reversals, automatic payment changes or skips, payment deferrals, extensions, and other approved loan modifications.
• Process credit report monitoring and maintain error logs; research and address reporting discrepancies in accordance with applicable policies and regulatory requirements.
• Complete daily DRA clearing and balancing activities; research and resolve discrepancies to ensure accurate loan and general ledger records.
• Prepare and distribute required loan correspondence and notices, including CUDL welcome letters, adverse action notices, spousal notices, payment-related correspondence, and other required member communications.
• Perform collateral protection insurance (CPI) servicing activities including communicating with members and insurance providers, processing refunds and recasts, updating loan records, and resolving insurance-related issues.
• Review consumer loan documentation for accuracy, completeness, and compliance with established policies and procedures; identify missing or incorrect documentation and coordinate appropriate follow-up.
• Assist with audits and quality assurance reviews, and research requests by providing accurate loan documentation, account information, and supporting records.
• Complete month-end reconciliation and balancing for GAP, warranty, and debt protection products, researching discrepancies and ensuring accurate posting and reporting.
• Monitor and resolve vehicle/title-related errors and exceptions, including maintaining the VITU error log and following up with appropriate parties to ensure timely resolution.
• Perform other duties as required and assigned.

Work Relationships and Scope: Reports directly to the Consumer Lending Operations Manager. Will have regular contact with members and employees of the Lending Department.

Performance Dimensions:

• Must maintain the integrity of confidential business information and follow all guidelines on confidentiality.
• Provide outstanding services to co-workers & members.
• Possess the ability to attend to numerous details with frequent interruptions under the stress of maintaining courteous, effective, and timely relations with a variety of individuals and personalities.
• Promotes quality, accuracy, timeliness, reliability, and thoroughness of work performed.
• Is punctual, flexible, reliable, and demonstrates a friendly and helpful attitude.
• Possess ability to gain the trust and respect of members, management, and employees. Also maintains a positive, professional, team-oriented working relationship with staff and outside vendors.
• Enhance job growth through continuing education, as required or necessary.