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Consumer Loan Servicing Representative

1 month ago

Westlake, Ohio, United States First Mutual Holding Co. Full time
Job Summary

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.
Requirements
  • 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.
Necessary Competencies
  • 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.