Support Loan Servicing Specialist

Are you ready for an exciting career in the financial services industry?  If so, Andrews Federal is the place for you!  Andrews Federal is a transformative, international financial institution, proud to serve our military and communities. Our top priority remains to help our members achieve financial wellness.

With a positive workplace culture embedded in every aspect of our DNA, our organization has been certified as a Great Place to Work for 4 years.  Andrews Federal offers a highly competitive compensation and benefits package to maintain a happy and healthy workforce.

As our organization continues to thrive, we seek a highly motivated workforce that is not afraid to provide innovative solutions within the financial services industry.  Our leaders encourage collaboration and new ideas as we continue to serve our global membership.

Some of the perks of working at Andrews Federal include:

• 12 paid holidays a year including your birthday
• Affordable healthcare plans and Employer Paid FSA accounts
• Career development, training opportunities, career coaching, and tuition reimbursement
• Retirement plans with a competitive matching option
• Childcare stipend to help working families

Purpose of Position 

Performs a variety of servicing functions including billing remittance for CPI, GAP product billing, warranty product billing, debt protection billing and balancing the general ledger associated with each of these bills.  Additionally responsible for SCRA related communications including denials and account adjustments, when SCRA is approved, electronic and direct credit bureau disputes, credit inquiry disputes, account research, account adjustments and corrections, resolving member disputes, processing CPI insurance adjustments and refunds, warranty cancellations and refunds, GAP claims and refunds.  Supports the titles team when short staffed or as needed. Knowledgeable of titles and lien perfection and release, knowledgeable of DMV state rules and regulations.  Work with Dealer Track staff and the Dealer Track System updating queues and Episys with updated titles information.  Reports to the management team and notifies management of any issues and/or concerns. 

Essential Duties 

• Researches and responds to requests to assist staff and members with problem resolution. 

• Knowledge and the ability to explain simple interest loans, how interest is charged, how loans work in general, and be able to answer member and staff questions using our loan agreements as a guide. 

• Performs recalculations and adjustments on member accounts and makes necessary entries to correct loan history. 

• Maintains and adheres to knowledge of loan policies and procedures. 

• Monitors and administers CPI programs.  

• CPI insurance adjustments, refunds and waivers – corresponding with our CPI vendor to follow up on any issues. 

• Performs GAP remittance and MMP remittance and balances the associated G/L. 

• GAP cancellation and MMP cancellation. 

• Files and monitors GAP claims under several vendors and assist CUDL members who are filing their own claims for GAP they purchased from the dealership. 

• Monitors GAP G/L and posts payments to loans when a claim is paid. 

• Monitors and administers GAP programs. Ensures that billing and income are accurately reported. 

• Debt protection remittance. 

• Debt protection cancellation and add-on. 

• Knowledge and the ability to explain to members and staff how debt protection is charged on a loan, how it affects the monthly payment, and how it would change their loan if the member wished to make a change to the protection. 

• Posting loan payments received 

• Handling member complaints and correspondence and responding in a timely manner 

• Processing requests received via mail, the servicing mailbox, fax, emails, Synapsys and responding in a timely manner. 

• Processes due date changes, interest adjustments and member refunds. 

• eOSCAR – handling all credit bureau disputes and corrections. 

• eOSCAR – pulling, reviewing, maintaining a variety of eOSCAR reports. Taking action on the accounts to make corrections, storing reports in Synergy for Audit and tracking purposes. 

• Handling, replying, memorializing all direct credit bureau disputes. Storing direct dispute records and logging them for audit and tracking purposes. 

• Receives, reviews and works the monthly error reports from TransUnion, Equifax, and Experian. Notifies staff when errors are made, assigns to other departments to work if needed, makes corrections in Episys as indicated by the errors.  

• Stores error reports in Synergy for audit and tracking purposes. 

• Process and balance visa charge offs for DMS. 

• Process and balance loan charge offs for DMS. 

• Processing requests to close Lines of Credit accounts and verifying the required signatures are obtained. 

• Assist staff and members with problem resolution. 

• Moves loans from memberships affected by fraud to new memberships. 

• Pulls a variety of monthly reports, reviews, compares, and takes appropriate action to work and store the reports. 

• Reviews, monitors and tracks override exceptions report. Ensures all exceptions have been properly administered. 

• Provides training and assistance to new staff and coworkers.   

• Responsible for creating and maintaining servicing desk references in Mission Control.  

• Receives and responds to loan cancellation/unwind requests from OMSC, obtains funds, cancels loans and handles credit reporting appropriately. 

• Receives and responds to loan cancellation/unwind requests from Rate Genius, Gravity, and CUDL, obtains funds, cancels loans and handles credit reporting appropriately. 

• Replies to members using Q2 digital banking app. Answers member loan related questions, provides document copies, and loan assistance through the app. 

• Remains cognizant of and adheres to Andrews Federal policies and procedures, and regulations pertaining to the Bank Secrecy Act. 

• Attends work regularly and according to work schedule; limits absences according to personnel policies regarding leave usage 

• Interacts with co-workers, supervisors, members, and outside contacts in an appropriate, professional manner, which projects a positive image of the department and Andrews Federal 

• Assists and supports titles team when short staff or as needed. 

• Knowledgeable of titles and lien perfection and lien release. 

• Knowledgeable of DMV state rules and regulations. 

• Work with Dealer Track Staff and Dealer Track System updating ques and Episys with updated titles information. 

Education 

• High school diploma, GED, or equivalent required.   

• 2 year degree in a business related field preferred. 

Required Experience 

• Requires three plus years of experience in a servicing or consumer lending environment. 

• Dealertrack and Titles experience preferred 

• Requires strong background in consumer financing, working knowledge of simple interest loans, line of credit cycles, interest accrual, and general lending practices. 

• Requires ability to learn on the go, reading manuals and deciphering system requirements and how they may affect our loan products. 

• Must have strong analytical and mathematical skills. 

• Must possess excellent computer navigation skills and working knowledge of various office equipment, 10-key calculator and computer terminal, fax machine and telephone.  

• PC skills within a Windows environment including proficiency in Microsoft Word and Excel software experience is required. 

• Must exhibit exceptional staff and member relation skills.   

• Must be detail-oriented and possess excellent organizational skills with attention to detail including strong written, verbal, interpersonal communication skills. 

• Symitar experience preferred. 

• Must be able to type 50 words per minute.   

Physical Requirements 

• The ability to sit at a desk and computer for extended periods. 

• The ability to use a computer, keyboard, 10-key calculator, copier and telephone. 

• Ability to stoop, kneel, crouch or climb to file and retrieve Title files in the file room. 

• Ability to lift up to 20 pounds. 

In accordance with the Americans with Disabilities Act, requirements may be modified to reasonably accommodate disabled individuals. However, no accommodation will be made which may pose serious health or safety risks to the employee or others or which impose undue hardships on the organization. EOE 

Pay Rate

$23.65 to $26.44