Consumer Loan Servicing Specialist
16 days ago
Atlanta
Job Description Seeking past experience servicing consumer loans (auto loans, personal loans) in a high-volume call center-type environment! Assist members (customers) and internal staff with loan service issues and requests - loan payments, due date changes and recalculations, and insurance changes. Title: Consumer Loan Servicing Specialist Position Status – Full Time non-exempt (Hourly) Reports To: Operations Manager Pay information: $18.53 - $23.16 per hour The listed pay information includes the minimum rate of pay to the mid-point rate of pay for the posted position The actual compensation for this position may vary based upon, but not limited to, licenses or certifications, education or equivalent work experience, market data, qualifications, relevant experience, prior work and performance history, geographic location, and business sector. We believe great work is to be rewarded with great benefits. Our benefits include, but aren’t limited to, Medical coverage with generous company contributions, Dental with employee only coverage paid by the company, Vision with employee only coverage paid by the company, Paid Time-Off, 401k plan with a defined company match, company paid long-term disability, short term disability, and company paid holidays. Purpose: The primary purpose of this position is to assist Atlanta Postal Credit Union to live out our Mission, “To help our members achieve financial success by providing exceptional products and service.” The Consumer Loan Servicing Specialist proactively engages in providing quality-driven member services to existing and potential members of the Credit Union. This includes, but not limited to, completing requests for members on open consumer loans, and monitoring the loan files for irregularities that pose a risk to the Credit Union. Essential Duties and Responsibilities: Other duties may be assigned. • Deliver outstanding service to both internal and external members that is in alignment with our Service Promises:, • I promise to be mindful of your time with fast, efficient, courteous, and friendly service., • I promise to demonstrate integrity in all my interactions., • I promise to always treat you with dignity and respect., • I promise to work with fellow employees throughout the credit union to ensure you receive the best possible products, service, and solutions., • I promise to safeguard the security and confidential nature of your financial information., • I promise to greet you with a smile and thank you for your business when your transaction is completed., • I promise to deliver on our mission to help you achieve financial success by providing exceptional products and service., • Receives and processes a variety of transactions with a high-level of accuracy and in accordance with all APCU service promises, policies, and procedures., • Handles request of varying degrees of complexity; some routine in nature and others requiring research and problem-solving skills to identify and resolve issues., • May complete a variety of service requests, clerical duties, and research associated with the resolution of member inquiries and concerns., • Engages in need-based dialogue with members to fully understand member needs., • Assist with loan calls to provide loan payment information, debt protection inquiries, request for a letter of guarantee, loan rates, loan payoffs quotes, GAP, and/or warranty claim questions, or address other member questions regarding their existing loan status., • Complete request for file maintenance such as due date changes, Skip-A-Pay, interest rate corrections, payment corrections/recasts, modifications, and payment method changes., • Complete and provide members with the appropriate loan modification or subsequent action form., • Prepare documents for scanning to Synergy., • Scan, audit and index information to member files., • Facilitates the ability for the member to speak with internal business partners for resolution of inquiries and concerns that cannot be resolved by yourself., • Receives inbound calls in a call center environment and provides member services in accordance with all guidance, processes, and procedures of the call center., • Based on member needs, may make referrals to internal partners for product delivery, • Maintains product knowledge up to date; has a full understanding of the features and benefits of the products and services offered by the credit union., • Effectively uses written and oral communication skills in daily correspondence, completion of tasks, interactions with members, peers, and other internal stakeholders., • Demonstrates attention to detail and strong customer service skills., • Complies with all aspects of BSA/AML and OFAC regulations as they relate to this position., • Other duties as assigned. Supervisory Responsibilities: No direct reports. If serving in a designated lead role, may manage day-to-day task through indirect reporting relationships or through a matrixed management approach and the ability to collaboratively interact with internal and external partners. Qualification Requirements: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill and/pr ability required. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions. REQUIRED Education and/or Experience: • An associate’s degree in business management, Business Administration, or related field of study or 2 years of additional work experience in lieu of degree, • 2 years of customer service work experience, call center work experience, or loan processing and servicing experience, • Working knowledge of Microsoft Office software PREFFERED Education and/or Experience: • 2 years specific member facing work experience within a Credit Union, • Prior experience completing transactions in Symitar, • Prior experience working in Dealertrack, Repay, State National, Meridian Link, Allied Solutions, and Constant AI, • Relevant certificates or certifications Physical Job Requirements: Must be physically able to operate a variety of automated office machines such as calculator, computer, printer, facsimile, telephone, copier, etc. Must be able to stand, bend and stoop as needed. Must be able to lift and/or carry weights of 5 to 25 pounds. APCU Center Parc Credit Union is an equal opportunity employer committed to providing equal opportunities to applicants and our policy is not to discriminate against any applicant or employee based on race, color, sex, religion, national origin, disability status or veteran status or any other basis protected by applicable federal, state, or local laws. APCU Center Parc Credit Union prohibits harassment based on the same protected classes and criteria. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the job. The requirements for the position listed are general and are not all inclusive. If you have any questions concerning this position, please contact Human Resources. Please note that an employment offer, and your continued employment are contingent upon acceptable results of a background and credit check, and satisfactory proof of your right to work in the U.S.