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Golden 1 Credit Union · 2 hours ago

Consumer Loan Servicing - Consumer Loan Servicing Specialist

Sacramento, CA

Full-time

Onsite

Mid, Senior Level

$25.02/hr - $27/hr

3+ years exp

Golden 1 Credit Union is seeking a Consumer Loan Servicing Specialist to provide exceptional service to members managing their loans. This role involves supporting leadership with department initiatives, driving innovation, and implementing process improvements in loan servicing operations.

BankingFinanceFinancial Services

Responsibilities

Engage with members via phone and email, providing exceptional service and assistance with loan related inquiries, demonstrating alignment with our Mission, Vision, and Core Values

Support team in processing requests submitted through the Consumer Loan Servicing queues, email inboxes, faxes and by mail

Assist technicians and handle escalations in a solutions-based manner, as a first line attempt of resolution prior to passing to leadership

Department specific duties may include advanced servicing or subject matter expertise in the following:

Service pack validation, new product testing, statement validations

Initiate and validate rate change processes on variable rate loan products

Advanced servicing of equity loans including ensuring proper closing, title research and release resolutions, fixed rate segment servicing, including letter quality controls and general oversight of demand payoff processing

Partner with accounting to research and clear differences in assigned general ledger accounts

Support AB2311 by working escalated or delayed refund processing, exception processing and letter generation

Support vehicle title perfection through planned strategies and partnerships with indirect lending teams and dealerships

Monitor and ensure posting of insurance commission income and expenses related to product protection. Support adding, cancelling, and refunding of ancillary loan products offered

Loan product portfolio management, including reporting, monitoring for errors, and onboarding new products, to include, testing and validating

Mapping and servicing electronic forms, support generating new and servicing existing

Monitor reporting, provide error resolution, with a strong focus on regulatory compliance in servicing standards

Offers or negotiates terms of residential mortgage loan

Maintain a thorough understanding of state and federal laws and regulations related to credit union compliance, including bank secrecy and anti-money laundering laws appropriate to the position. Must pass all regulatory and compliance courses and apply knowledge to daily tasks

Identify and propose processing optimization, with a digital focus, to enhance the effectiveness of servicing operations. Lead implementation of digitally focused projects

Establish a collaborative environment by actively engaging with colleagues to share best practices and ideas. Supporting training technicians and temporary employees. Mentor employees to ensure a high level of knowledge transfer

Create open and honest communication, give, and encourage feedback

Coordinate and monitor daily workflows of department

Highly engaged participation in huddles and meetings, lead meetings as needed

Support annual procedure update process

Support production reporting, ensuring service level agreements are met and work is delegated to technicians in prioritizing order

Innovate mindset with a passion for process improvement

Proactive and self-motivated

Provide additional department support and perform other tasks and duties as needed

Qualification

Loan servicing operationsConsumer loan productsRegulatory complianceAnalytical skillsCustomer service experienceCalifornia DMV regulationsMicrosoft OfficeCommunication skillsOrganizational abilitiesProblem-solving skills

Required

Successful completion of high school curriculum and/or equivalent work experience

3 or more years at a financial institution performing customer service in the financial industry in a progressively advancing role, with a focus on complex tasks and process improvement, extensive loan research and resolution, report creation and analysis, training, and mentorship experience, testing and validating experience, vehicle and home titling and release processing

Previous experience in customer service, financial institution experience required

In-depth knowledge of loan products, regulations, and industry best practices

Experience in consumer loan products, with emphasis on loan servicing experience

Advanced knowledge of California DMV motor vehicle regulations pertaining to vehicle titling and release regulations, credit dispute requirements and/or real estate reconveyance processes, required

Knowledge of electronic DMV titling

Strong analytical and problem-solving skills

Excellent communication and interpersonal skills

Detail-oriented with excellent organizational abilities

Ability to multi-task is required with a high level of accuracy

Working knowledge and ability to use Microsoft Office software and standard office equipment

Good follow-up skills

Ability to work independently

Ability to work in a fast-paced environment