Loan Servicing Specialist
Job Details
Main Office - Dahlgren, VA
Full Time
$17.12 - $25.68 Hourly


Receive phone calls and assist members with a wide variety of concerns in order to streamline calls going to loan officers and other departments. Services loans post closing issues, provides the highest level of quality member service, processes credit insurance, gap insurance and credit, auto, gap and warranty claims. Process hardship extensions, credit disputes, debt management proposals and loan modification request. Handles title processing and periodically review approved loans that have not been funded. Follow up with members of approved loans that have not been funded for missed loan opportunities.


Major Duties and Responsibilities


1.  Manage all aspects of title processing including lien releases, lien perfection, and any title issues in a timely



2.  Process member credit report disputes, trouble shoot member loan transaction issues, process loan corrections

and respond to member inquiries. Use every member contact as an opportunity to cross-sell members about

additional services or programs that might benefit them and update current information for members in the core.


3.  Process member credit disputes, hardship extensions, direct and indirect loan modification and debt management

program proposal requests. Archive paperwork as it applies to extensions and loan modifications and process debt

management program loan payments. Must update core with all necessary loan modification changes.


4.  Processes credit insurance, gap insurance and credit, auto, gap and warranty claims.


5.  Review outstanding loans in process to ensure all possible loans are originated in a timely manner.


6. 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



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



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 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..


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