Consumer Loan Services Specialist

2 weeks ago


Springfield, Massachusetts, United States Freedom Credit Union Full time
Job Type: Full-time

Primary Overview:

Respond to incoming calls and assist members with a diverse range of inquiries to enhance the efficiency of communication with loan officers and various departments.

Deliver exceptional customer service while managing post-closing services for both mortgage and consumer loans.

Key Responsibilities:
  • Facilitate documentation for loan processing, member funding, and maintenance of loan files.
  • Handle repossession fees, manage MBP/GAP refunds, and prepare month-end reports.
  • Address member calls regarding various loan servicing concerns.
  • Diagnose and resolve member inquiries effectively, utilizing each interaction as a chance to inform members about additional services or programs that may be advantageous to them.
  • Calculate tax disbursements, adjust rates, and perform escrow analyses as required.
  • Assist with CPI reports and manage the ordering of supplies for the Loan Department.
  • Oversee daily loan reports and monthly summaries, processing collateral releases for loans that have been paid off.

Accountable for consumer loan servicing, monitoring daily loan transactions, processing monthly reports, and aiding in the organization of loan document storage and online payment management.

Must adhere to all organizational policies and procedures, as well as relevant laws and regulations, including but not limited to the Bank Secrecy Act, the Patriot Act, and the Office of Foreign Assets Control.


Qualifications:
  • Experience: 2 to 5 years in financial operations, with a minimum of 2 years in consumer loan servicing.
  • Technical Skills: Proficient in computer applications, with familiarity in credit union systems (such as Insight), Microsoft Word, and Excel.
  • Education: High School Diploma or equivalent required, or a suitable combination of education and experience.
  • Interpersonal Skills: Courtesy, tact, and diplomacy are vital for this role.

    Work involves personal interactions with individuals both inside and outside the organization, generally concerning routine matters to provide and gather information, as well as to advise or refer, often requiring brief discussions.



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