Loan Servicing Specialist

POSITION PURPOSE

Responsible for receiving, reviewing, and processing loan packets for indirect car and merchant loans. Responsible for handling consumer credit disputes or related loan problems. Receives written credit disputed for Credit Bureaus, researches payment histories and related credit documents, and works to find satisfactory resolutions to problems. Corrects credit ratings and loan reporting as appropriate. Maintains records and statistics on assigned Department activities. Responsible for verifying auto loan payoffs and mailing out release of liens. Responsible for processing loan correction and skip a payment requests. Assists Vice President of Lending and Consumer Loan Servicing Manager with special projects and assignments as needed. Professionally assists members and vendors and notifies them as needed. Performs related clerical duties as required as well as answers and directs telephone calls. Completes related reports and records and maintains files.

ESSENTIAL FUNCTIONS AND BASIC DUTIES

1. Assumes responsibility for the effective and timely performance of processing functions and processing indirect loan packets.

a. Receives member and branch phone calls and resolves inquiries or refers appropriately

b. Receives, verifies and processes indirect dealer packets. Verifies income and employment for each packet (unless waived). Contacts Consumer Loan Officer about any discrepancies in approval values. Contacts the dealership about any needed or missing information. Mails out appropriate member information.

c. Processes payoffs, verify accounts in good standing and mail out release of liens. Process guarantee release of lien requests according to guidelines.

d. Processes extension requests via Skip A Payment promotion. Verify account and loan standing, process requests, mail out denial letter and call member.

e. Processes loan corrections as requested by authorized personnel. Researches payment histories, reverses payments, corrects due dates, payment history, interest calculation, late fees.

f. Processes collateral protection insurance (CPI) premiums and refunds. Adjusts payment amount and due date accordingly. Works with MSRs and vendors to ensure accurate information is on file. Processes insurance waivers according to guidelines.

g. Handles Credit Bureau disputes regarding delinquent loans, closing dates, joint loan responsibility, credit ratings, document errors or related problems. Receives disputes, obtains and conveys information as needed, and works to find a satisfactory solution. Refers problems as appropriate

h. Corrects credit ratings and loan reporting as appropriate. Ensures that disputes are resolved tactfully and promptly, and in accordance with Credit Union policies and procedures. Records member complaints, related information and resolutions as appropriate.

i. Assists in writing procedures for job duties and training other department personnel

j. Assists Consumer Loan Servicing Manager and VP of Lending with special projects and assignments as needed. Follow up with vendors, draft letters to members, research current market prices.

2. Assumes responsibility for establishing and maintaining professional business relations with members, institutions, and merchants.

a. Obtains and conveys information as needed. Composes correspondence as needed.

b. Resolves (or refers) questions and requests promptly and courteously.

c. Keeps members informed of Credit Union services and policies.

d. Assists in counseling members whose skip a pay, or storage insurance requests were denied, explaining reasons while offering alternatives

e. Maintains and projects the Credit Union's professional reputation.

f. Maintains confidentiality.

g. Maintains and updates files, records and documents

h. Completes miscellaneous reports as assigned.

3. Assumes responsibility for establishing and maintaining effective coordination and working relations with Credit Union personnel and with management.

a. Assists branches and related departments as needed. Answers questions and resolves problems as needed.

b. Supports and replaces Lending personnel as needed.

c. Keeps management informed of area activities and of any significant problems.

d. Attends and participates in meetings as required.

e. Completes records and reports promptly and accurately.

f. Assists in training and cross-training personnel

g. Completes additional projects as may be assigned

4. Assumes responsibility for related duties as required or assigned.

a. Ensures that work area is clean, secure, and well maintained.

b. Copies and distributes requests and re-presentments.

c. Completes special projects as assigned.

• Stays abreast of changes in loan services operations and policies.

e. Replaces area personnel as needed

PERFORMANCE MEASUREMENTS

1. Credit Bureau disputes and complaints are handled in accordance with established Credit Union policies. Disputes are received and researched and resolutions that support both Credit Union interests and member needs are reached.

2. Recordkeeping errors or discrepancies are identified and resolved. Credit ratings and loan reporting documents are corrected as necessary

3. Problem accounts are researched and promptly resolved.

4. Professional business relations exist with members, institutions, and businesses. Assistance is provided as needed.

5. Good working relations exist with Credit Union personnel. Assistance and support are provided as required. Management is properly informed.

6. Management is appropriately informed of area activities.

7. Loan processing functions are completed in accordance with established policies and procedures

8. Files are accurate and up-to-date. Required reports and documentation are accurate and timely.

9. Attends needed training and education sessions

QUALIFICATIONS

Education / Certification : High school graduate or equivalent.

Required Knowledge : None

Experience Required : 6 months to a year of related experience preferred.

Skills / Abilities : Excellent communication and public relations skills.

Solid math skills. Able to analyze accounts.

Attentive to detail.

Well organized.

Ability to assist others.

Able to use PC, calculator, phone, and all related business equipment.

INTENT AND FUNCTION OF JOB DESCRIPTIONS

Job descriptions assist organizations in ensuring that the hiring process is fairly administered and that qualified employees are selected. They are also essential to an effective appraisal system and related promotion, transfer, layoff, and termination decisions. Well constructed job descriptions are an integral part of any effective compensation system.

All descriptions have been reviewed to ensure that only essential functions and basic duties have been included. Peripheral tasks, only incidentally related to each position, have been excluded. Requirements, skills, and abilities included have been determined to be the minimal standards required to successfully perform the positions. In no instance, however, should the duties, responsibilities, and requirements delineated be interpreted as all inclusive. Additional functions and requirements may be assigned by supervisors as deemed appropriate.

In accordance with the American with Disabilities Act, it is possible that requirements may be modified to reasonably accommodate disabled individuals. However, no accommodations will be made which may pose serious health or safety risks to the employee or others or which impose undue hardships on the organization.

Job descriptions are not intended as and do not create employment contracts. The organization maintains its status as an at-will employer. Employees can be terminated for any reason not prohibited by law.

CASE Credit Union was chartered on February 19, 1936, to serve Lansing area teachers and administrators as Lansing Teachers Credit Union. From operating within Lansing High School with 180 members, today, over 85 years later, we serve a membership of over 45,000 members and operate five branches throughout the Greater Lansing area, while controlling over $384 million in assets. We pride ourselves on living our mission of assisting members and employees to achieve financial success through service that is superior, convenient, and easy to use. CASE is a Community Development Credit Union (CDCU). A CDCU is a credit union with a mission of serving low and moderate-income people and communities.

CASE prides itself on having a culture focused on diversity and inclusion, reflected in having received the 2020 Lansing Area Economic Partnership (LEAP) Diversity award. Additionally, at CASE Credit Union, we're committed to hiring the best and brightest. Just as we are dedicated to helping our members achieve success, we are dedicated to helping our employees grow and thrive. That's why we are proud to offer a team-oriented working environment, with competitive salaries and benefits, and countless opportunities for growth and advancement. CASE Credit Union offers affordable medical, dental, and vision and provides disability insurance and life insurance to our employees at no cost to them. We also provide tuition reimbursement for those who desire to continue their education while working with us. Come work with CASE Credit Union and experience exciting career opportunities in the financial industry.