Consumer Loan Servicer

JOB TITLE:    CONSUMER LOAN SERVICER 
FLSA STATUS:    NON-EXEMPT
REVISED DATE:    4/1/2019

REPORTS TO:    AVP LOAN OPERATIONS

    
PRIMARY FUNCTION:
Responsible for processing and tracking required titlework to ensure securitization of credit union loans.  Administer and maintain the credit union’s collateral protection insurance program.  Responsible for processing and reporting of various servicing functions of credit union loans which include Total Loss claims, GAP claims and balancing, MBI refunds, and HMDA tracking and reporting.

PRINCIPAL DUTIES/RESPONSIBILITIES:
1.    Responsible for processing titlework, perfecting/releasing liens, ensuring completion of lien forms, as well as coordinating, tracking, noting and reporting all paper and electronic titles.
2.    Process GAP claims and MBI refunds including monthly balancing.  Administrator for online GAP and MBI products.
3.    Administer and maintain the CPI program.
4.    Process total loss claims.
5.    Responsible for HMDA tracking and reporting.
6.    Compile monthly reports to track lending productivity.
7.    Credit insurance/debt protection tracking and maintenance.
8.    Maintenance of the HELOC Visa monthly payment change report.
9.    Reconcile the 2nd mortgage PMI monthly billing report.
10.    Sailors & Soldiers Act tracking and reporting.
11.    Answer credit inquires.
12.    Attend all meetings as required.
13.    Maintain clean and professional work area and appearance.
14.    Respond to member phone calls and inquiries. 

GENERAL DUTIES/RESPONSIBILITIES:
15.    Promote products and services.
16.    Maintain positive public relations and promote credit union within the community.
17.    Complete educational programs as required. 
18.    Perform the following commitments of service to each and every member at all times:
a.    Make a good first impression, be dressed professionally and greet people with a smile and a firm handshake.
b.    Keep a smile in my voice as well as on my face.
c.    Answer the telephone by the third ring.
d.    Call people by name and thank them.
e.    Give people my full and undivided attention; focus on the person face to face and on the telephone.
f.    Take responsibility for solving the individual’s problem instead of referring it to someone else.
g.    Deliver on commitments of action(s) to be taken, so excuses won’t be necessary.
h.    Follow through on necessary action(s) to be sure the problem is solved.
i.    Know that what’s important is not only who or what created the problem but how the problem can be corrected.
j.    Protect confidential information.
19.    Other duties as assigned.

REQUIREMENTS OF THE POSITION:
•    High school diploma or equivalent experience.
•    Minimum 2 years experience in financial industry.
•    Minimum 1 year experience in lending area.
•    Knowledge of all lending policies and procedures.
•    Excellent decision-making skills.
•    Excellent verbal and written communication skills.
•    Must be well-organized and able to work with interruptions.
•    Ability to perform under pressure.
•    Good typing skills.
•    Detail oriented.
•    Computer knowledge.
•    Team player.

PHYSICAL REQUIREMENTS:
Sedentary work. Exerting up to 10 pounds of force occasionally and/or negligible amount of force frequently or constantly to lift, carry, push, pull or otherwise move objects, including the human body. Sedentary work involves sitting most of the time. Jobs are sedentary if walking and standing are required only occasionally and all other sedentary criteria are met.

PHYSICAL ACTIVITIES:
The following physical activities will be required on a day-to-day basis: climbing, stooping, crouching, reaching, walking, pulling, fingering, feeling, hearing, balancing, kneeling, crawling, standing, pushing, lifting, grasping, talking, repetitive motions.  

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.  The requirements listed are representative, and reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions if they are otherwise qualified.

VISUAL/PERCEPTION ACTIVITY:
Administrative, clerical, data entry operators, inspection (work at distances close to the eyes).

WORKING CONDITIONS:
The worker is not substantially exposed to adverse environmental conditions (such as in typical office or administrative work).

HUMAN RELATION SKILLS NEEDED:
Ability to communicate effectively with staff, credit union members and contacts outside of credit union in a timely, accurate, and efficient manner.

INTERNAL TRAINING REQUIREMENTS:
Please refer to the job description course list located on the AscentraCore Ascending to Excellence web page for the internal training requirements for this position.

ANNUAL TRAINING REQUIREMENTS:
Compliance and Regulatory (BSA, OFAC, etc.)
Security Awareness Training
Diversity, Ethics, Sexual Harassment, and Sensitivity