Loan Servicing Specialist

Role
Receive internal and external phone calls, emails, and fax requests to assist members with a wide variety of loan requests. The Loan Servicing Specialist is responsible for providing exceptional member service by focusing on first call resolution, timely response to requests, and documenting member interactions.

Major Duties and Responsibilities

• Member interaction via phone, email, or fax to service existing loans. Provide internal support to other departments by researching member loan transaction issues, processing loan corrections, recasts, payment processing, and responding to member inquiries. Use every member contact as an opportunity to verify current contact information as well as cross-selling additional services or programs that might benefit them. Assist third party companies with payoff, titling, and insurance requests. Process all incoming loan servicing mail.
• Manage various departmental reports that are generated on a daily, weekly, monthly, and quarterly basis.
• Process claims to include, GAP, credit life and disability, auto extended warranty, and collateral protection insurance.
• Process member credit report disputes, hardship extensions, direct and indirect loan modification, and debt management program proposal requests. Manage all aspects of title processing including lien releases, lien perfection, and any title issues in a timely manner.
• Prioritize varied task to ensure time sensitive deadlines are met.
   
• Must comply with all company policies and procedures, applicable laws and regulations, including but not limited to, the Bank Secrecy Act, the Patriot Act, and the Office of Foreign Assets Control.

Knowledge & Skills

Ability to speak Spanish a plus.

Experience
Two to five years of similar or related experience, including time spent in preparatory positions.

Education/Certifications/Licenses
High school degree or GED required.

Interpersonal Skills
A significant level of trust and diplomacy is required to be an effective subject matter expert in the position. In-depth dialogues, conversations and explanations with members, direct and indirect reports and outside vendors of a sensitive and/or highly confidential nature is a normal part of the day-to-day experience. Communications can involve motivating, influencing, educating and/or advising others on matters of significance.

ADA Requirements

Physical Requirements
Perform primarily sedentary work with limited physical exertion and occasional lifting of up to 10 lbs. Must be capable of climbing / descending stairs in emergency situation. Must be able to operate routine office equipment including telephone, copier, facsimile, and calculator. Must be able to routinely perform work on the computer for an average of 4-6 hours per day. Must be able to work extended hours whenever required or requested by management. Must be capable of regular, reliable and timely attendance.

Working Conditions
Must be able to routinely perform work both indoors and in a climate-controlled environment. This position may be eligible for remote work.

Mental and/or Emotional Requirements
Must be able to perform job functions independently or with limited supervision and work effectively either on own or as part of a team. Must be able to read and carry out various instructions and follow oral instructions. Must be able to speak clearly and deliver information in a logical and understandable sequence. Must be capable of dealing calmly and professionally with numerous different personalities from diverse cultures at various levels within and outside of the organization and demonstrate highest levels of member service and discretion when dealing with the public. Must be able to perform responsibilities with composure under the stress of deadlines/requirements for extreme accuracy and quality and/or fast pace. Must be able to effectively handle multiple, simultaneous, and changing priorities. Must be capable of exercising highest level of discretion on both internal and external confidential matters.

Acknowledgement
Nothing in this position description restricts management’s right to assign or reassign duties and responsibilities to this job at any time. 

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. This job description is not a contract and should not be construed as a guarantee of employment for any specific period of time. 

TOPSIDE FCU is an Equal Opportunity Employer and does not discriminate against employees or applicants based on race, color, religion, sex, sexual orientation, gender identity or expression, pregnancy, age, national origin, disability status, genetic information, protected veteran status, or any other characteristic protected by law.