Consumer Servicer

PURPOSE The purpose of the Consumer Servicer position is to provide high-quality support to both Credit Union employees and members in relation to consumer loan servicing. This role ensures that loan servicing activities are performed in compliance with the Credit Union’s established policies, procedures, and core values, as well as applicable federal and state regulations.

FUNCTIONS

• Maintain working knowledge of federal and state regulations related to loan servicing and credit reporting, including compliance with FCRA guidelines.
• Respond professionally to member inquiries regarding loan payments, disputes, account discrepancies, payoffs, reversals, and recasts, ensuring accurate documentation and resolution.
• Set up and maintain automatic payment schedules, payroll deductions, internal transfers, and process standard bi-annual skip-a-pay requests.
• Process returned payments, claims (death, disability, unemployment), and refund requests for ancillary products (e.g., GAP, warranties), coordinating with vendors as needed.
• Submit and track member insurance loss claims with appropriate companies to ensure timely processing.
• Update member contact information and make approved changes to loan parameters (e.g., rate adjustments, term extensions) in the core system related to modifications.
• Collaborate with Member Solutions by providing necessary servicing documentation and loan payment histories as requested.
• Monitor and respond to credit reporting disputes (e-Oscar and direct disputes), and complete monthly servicing reports (e.g., paid-ahead, manual premiums, Securian balancing).
• Review and process transport requests, including approvals within scope of authority.
• Provide documentation such as loan verifications and letters of guarantee as needed.
• Crosstrain on residential and commercial servicing procedures to support team operations and ensure coverage.
• Identify and escalate complex issues appropriately for timely resolution. PREREQUISITES FOR THIS POSITION: Education:
• High school diploma or equivalent required. Experience:
• Minimum of two years’ experience in customer service, preferably within a financial institution.
• Prior experience in loan servicing is preferred. Technical Skills:
• Proficiency in Microsoft Office Suite (Word, Excel, Outlook) and basic internet navigation.
• Familiarity with Microsoft Windows operating systems required.
• Experience with Symitar’s Episys or similar core processing systems preferred. Personal Characteristics:
• High level of integrity and professionalism; maintains confidentiality at all times.
• Demonstrates sound judgment, maturity, and strong interpersonal skills.
• Able to communicate effectively, both verbally and in writing, with individuals at all organizational levels.
• Self-motivated with strong initiative; able to follow directions and seek guidance when needed.
• Maintains personal conduct and work habits that reflect the Credit Union’s values.