Consumer Servicing Specialist

Position Summary

Support the servicing and maintenance of consumer loans and leases in accordance with established policies, procedures and applicable regulations. Process accurate and timely loan servicing requests and transactions. Serve members, other institutions and internal customers by answering questions and resolving issues related to consumer loans within assigned authority, escalating complex matters.

Provide quality service across multiple channels while meeting organizational service and processing standards.

Minimum Qualifications

(Education, Experience, Skills) High school diploma or equivalent. Three years of financial institution experience, loan servicing or related experience. Or one year of SDCCU experience. One year of loan servicing experience in a consumer lending department. One year experience with Meridian Link/LoansPQ and Episys’ Symitar banking system preferred.

Effective interpersonal skills and human relations and ability to interact with all levels of 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. Basic PC and Microsoft Office competencies.

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. Process consumer loan modifications related to military lending/SCRA regulations per Collections approval and request.

Process and file disability, involuntary unemployment and life claims for consumer loans with Payment Protection and credit life insurance. Identify and process dealer GAP refunds for early payoffs in accordance with AB2311. File and process SDCCU GAP claims for vehicle total losses, ensuring accurate documentation and timely filing.

Complete loan modifications related to Collateral Protection Insurance charging and refunds. Maintain and service SDCCU leases by validating sales tax, monitoring insurance coverage, and providing payoff details to the lessee(s). Process letter of title guaranteed requests for vehicle total losses. Perform consumer loan related file maintenance on accounts with decedent requests.

Monitor insurance coverage on all consumer collateralized loans to include add-ons and refunds of CPI. Assists our insurance tracking vendor in obtaining evidence of insurance and processes timely refunds on canceled CPI policies. Research and remediate loan funding discrepancies and execute precise corrections to ensure full compliance with SDCCU policies and regulatory standards.

Assist Collections and other departments as necessary to confirm and maintain credit union policy, procedure, and regulatory compliance. Process credit verification requests from third party requestors 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.

Monday-Friday : 8:15am-5:15pm Saturdays (alternating): 8:00am-4:30pm Full time - 40 hours/week