Sunward · 6 hours ago
Consumer Loan Servicing Specialist 2
Albuquerque,NM,US
Full-time
Onsite
Entry Level
1+ years expSunward is a company focused on providing consumer loan services, and they are seeking a Consumer Loan Servicing Specialist 2 to support their loan operations. The role involves resolving loan-related inquiries, managing loan reports, and ensuring compliance with regulatory guidelines while delivering high-quality service to members.
BankingFinancial ServicesNon Profit
Responsibilities
Perform duties of the Level 1 Consumer Loan Servicing Specialist independently as needed, demonstrating full proficiency in routine loan servicing functions
Take ownership of internal and external loan-related inquiries from members, branches, dealers, and the Contact Center, providing accurate, professional, and knowledgeable responses while maintaining confidentiality
Actively listen to members to assess needs, recommend appropriate solutions, and ensure timely resolution of loan servicing issues, escalating complex matters as necessary
Research and resolve member credit disputes related to their loans, applying regulatory and policy guidelines
Process and manage assigned daily, weekly, and monthly loan reports, including credit life and disability products, student loans, SCRA accounts, share certificate loans, and paid-ahead loans
Administer GAP refund processes for indirect loans, coordinating directly with carriers or dealers and managing suspense attempts to ensure timely member refunds
Prepare member correspondence such as letters, payment histories, and amortization schedules as requested
Conduct stock reviews including audits of certificates and evaluations to ensure adequate coverage of loan collateral
Process file maintenance requests, including loan account corrections, adjustments, interest rate changes, modifications, and debt protection insurance updates
Handle full or partial insurance cancellations, vehicle damage claims, total loss processing, and letters of guarantee, ensuring compliance with turnaround goals
Perform payment reversals, transfer payments, loan adjustments, and other account corrections independently
Track and audit new loan originations exceeding established thresholds (e.g., loans over $20K or $40K), including employee loans, and manage loan file archiving as required
Compile routine loan servicing reports and track departmental workload volumes to support operational efficiency
Administer GAP, MRC, and CPI products including fees, cancellations, refunds, and monthly reconciliations, working closely with accounting to resolve exceptions
Monitor and audit Allied insurance coverages, ensuring accuracy of CPI add-ons, cancellations, and force-placed insurance payments; resolve member disputes related to CPI
Provide training and resource materials to new or less experienced team members; contribute to departmental process improvements and procedural documentation
Uphold the Credit Union’s core values by consistently delivering exceptional member service and safeguarding member and institutional confidentiality
Perform other duties as assigned
Qualification
Required
Minimum of 1 year of direct experience performing consumer loan servicing functions, including working with loan products, documentation, payment processing, and member inquiries
Demonstrated experience in independently resolving member or client issues with professionalism and courtesy
High school diploma or GED equivalent
Working knowledge of consumer loan servicing functions, including loan documentation, payment processing, titling, and applicable regulations
Demonstrated understanding of Credit Union products and services, with the ability to navigate inquiries and support internal stakeholders effectively
Awareness of data privacy and regulatory requirements pertaining to member and financial information
Proficient in using standard computer applications (e.g., Microsoft Office, internet browsers) and internal loan servicing systems; able to troubleshoot basic issues and adopt system updates with minimal guidance
Demonstrates strong interpersonal and communication skills when interacting with members and internal teams; adjusts tone and messaging appropriately for audience and situation
Responds professionally and efficiently to a wide range of internal and external member inquiries; takes initiative to resolve issues within scope before escalating
Clearly explains loan servicing topics and related procedures, adapting explanations based on the member's or colleague's level of understanding
Manages workload independently within established timelines; organizes tasks effectively to meet deadlines and balance competing priorities
Maintains high attention to detail when handling moderately complex loan servicing tasks; ensures accuracy in documentation, data entry, and file updates
Demonstrates sound judgment in routine and some non-routine situations; researches and analyzes issues to recommend or implement appropriate solutions
Handles sensitive or emotionally charged member interactions with empathy and professionalism, working toward positive resolution
Contributes to team success through collaboration and occasional peer support; may assist with onboarding or training of new team members on routine tasks
Takes ownership of personal development; seeks feedback, applies learning, and stays current on updates to systems, processes, and procedures
Preferred
Experience with loan file reviews or audits preferred
Company
Sunward
Sunward is one of New Mexico’s largest credit unions, serving 170,000+ members and managing more than $4.1 billion in assets.
501-1000 employees
H1B Sponsorship
Sunward has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2022 (2)
Funding
Current Stage
Late StageLeadership Team
Zachary Hill
Interim CTO
Chris Linford, SPHR
Chief People Officer
Recent News
2025-05-08
Sandia Laboratory Federal Credit Union
2025-04-10
GlobeNewswire
2024-12-29
Company data provided by crunchbase