Consumer Loan Servicing Representative
5 days ago
The Consumer Loan Servicing Specialist is a key role in our organization, responsible for providing exceptional customer service and ensuring the smooth operation of our consumer loan servicing activities.
Key Responsibilities- Engage with customers through phone, email, and mail to provide timely and accurate responses to their inquiries and concerns.
- Collaborate with management and team members to resolve customer issues and ensure efficient servicing of consumer loans.
- Make collection counseling calls for past due consumer loans and work with the default servicing team to refer seriously delinquent accounts for advanced collection and repossession activities.
- Prepare and provide verbal and written payoff quotes for consumer loans, and process payoff transactions in our core servicing system.
- Monitor insurance coverage on marine loans, send correspondence to borrowers with expiring insurance policies, and retain evidence of insurance in the loan file.
- Perform system maintenance as needed, including payment corrections, address changes, autopay setup, and loan coding corrections.
- Administer special consumer loan programs or promotions, such as Skip-A-Payment.
- Comply with all applicable banking laws and regulations, including the Bank Secrecy Act, USA Patriot Act, and related anti-money laundering statutes and federal consumer protection legislation and regulations.
- 1 to 2 years of experience in consumer loan servicing is required.
- Strong understanding of lending laws, regulations, and guidelines is required.
- Additional experience in financial services or banking is preferred.
- Experience in customer service is preferred.
- Proficiency in MS Office or similar software is required.
- Encompass, Cleartouch, Nautilus, and various government and investor software/web portals are preferred.
- High School Diploma or equivalent is required; Bachelor's degree in Finance is preferred.
- Resilience
- Collaboration
- Communication
- Service Orientation
- Quality Focused
- Organizational Skills
- Accountability
This position is performed in an office setting, five days a week, with typical work hours being 8:30 a.m. through 5:15 p.m.
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