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Loan Service Representative
2 months ago
Function The following information provides an overview of the skills, qualities, and qualifications needed for this role. This position is responsible for assisting in all areas of the Consumer Loan Servicing group. Including but not limited to, title administration, collateral protection insurance, payment protection and loan maintenance. Duties and Responsibilities Monitor and continuously work on the Manager Summary Reports in FDI’s Online Title Tracking System to ensure the proper perfection of vehicle titles securing Citadel’s auto loan portfolio and the timely release of titles when loans are satisfied. Administers the Collateral Protection Insurance tracking system with our third party, State National. Monitor and respond daily to all Synapsis queues sent to the Consumer Loans Servicing Group, which includes CPI, Titles, and loan servicing. Open and process all mail sent to the Loan Servicing Department on a daily basis. On a daily basis listen to and return all voicemails left on the Loan Servicing Representative extension (x6269) or personal extension. Check processing Processes Total Loss Claims. Respond to requests for Letters of Guarantee from insurance companies. Alert the member if a warranty was purchased. If Gap Insurance was purchased, assist in gathering paperwork to file a Gap Claim. Communicate with the borrower the Total Loss process and explain any remaining balance is the responsibility of the borrower. Administer the payment protection program through CUNA. On a weekly basis process received MV-38 forms and POA’s from the branches to ensure Citadel is recorded as the Lienholder. Process all title maintenance requests. Quote payoffs on auto loans to members, auto dealers, or other financial institutions. Issue Lien Releases when one is requested after verification the loan has been satisfied. Pull the Expired PA Lien Report monthly. Review to renew liens in accordance with Citadel’s policy. Work closely with retail department to secure all required documents to title and register a lease purchase loan. Deliver documentation and relevant funds to PA tag agency/DMV. Track and monitor the logistics of the paper title portfolio. Responsible for tracking flat fee chargeback and reserve refund criteria as part of Citadel’s indirect lending program including notification and follow-up with participating dealerships. Perform modifications/recasts on payment transactions on consumer loans (excluding credit cards). Work closely with the Collections Department to update liens when loans are charged off and to forward titles to them when they are requested. Communicate with borrowers and insurance agents to verify and/or update the status of loan insurance for the purpose of establishing proof of insurance. Reviews weekly billing premium and refund reports of insurance premiums. Prepares and processes premium deficiency, repossession, theft, and skip claims at the end of each month. As part of the consumer Loan Servicing Team will assist in the processing of any Consumer Loan promotions that are offered on a yearly basis. Examples: skip a payment and Mastercard promotions. Assistance in any other areas at the manager’s discretion Qualifications and Education Requirements Work Experience One to two years of banking experience. Previous experience at a Tag Agency or Car Dealership preferred Collection Experience preferred Microsoft Office Must be able to work well independently and manage time wisely. Must have good communication and problem solving skills. Must have excellent customer service skills. Must be organized and detail oriented. Have the ability to adapt to change or new technology. Lending 360. Preferred Collateral Protection Insurance. Preferred Understanding of Citadel’s lending procedures and policies. Preferred Must be knowledgeable of the different title procedures of the states of Pennsylvania, Delaware, Maryland, New Jersey, and New York. Preferred Education High School Diploma or Equivalent. Performance Measurements Performance is measured by departmental and individual goals. Work Environment The position involves working in an office environment. The Employee may experience swings in work related demands placed upon them by member or coworkers business needs. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions. Physical Demands Physical requirements may include lifting, standing, or sitting for extended periods of time. Extensive computer work. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)
