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Consumer Loan Account Specialist

2 months ago

Vienna, Virginia, United States Navy Federal Credit Union Full time

Job Summary

Navy Federal Credit Union is seeking a highly skilled Consumer Loan Account Specialist to join our team. As a Consumer Loan Account Specialist, you will be responsible for resolving complex loan and account discrepancies, providing comprehensive responses to consumer loan inquiries, and ensuring timely and accurate responses to customer requests.

Key Responsibilities

  • Research and resolve complex loan and account discrepancies, including escalated, sensitive, and urgent inquiries.
  • Provide comprehensive responses to consumer loan inquiries, including loan and account information, and ensure timely and accurate responses to customer requests.
  • Apply financial institution regulations and Navy Federal policies and procedures to ensure compliance with banking laws and regulations.
  • Remain alert to situational patterns of activity that indicate possible account fraud or abuse and advise Security of suspicious account activity.
  • Serve as a subject matter expert for a specific area of concentration to expedite responses.
  • Compile, research, and analyze data, prepare summaries, and develop and present recommendations to supervisors.
  • Participate in ad-hoc projects and administer mortgage to loan payoffs by performing specific General Ledger and account adjustments.
  • Calculate loan data for loan document preparation, adjust accounts, initiate requests for loan document processing, and create/deliver virtual vouchers to Data Control and General Accounting.
  • Transfer balances of out-of-compliance OLOC accounts by manually establishing a new loan and placing restrictions on accounts per received instructions.
  • Maintain Business Line of Credit Accounts, manually fund loans/OLOCs, manual advances, and convert business loans to consumer loans.
  • Assist in preparing and reviewing production statistics and workload reports.
  • Maintain current knowledge of developments and changes in Navy Federal products, services, systems, and marketing efforts.
  • Review and maintain closed-end consumer loans for members participating in the Payment Protection Plan (P3) accounts and maintain the Guaranteed Account Protection (GAP) program.
  • Adjust monthly payments, enrollment, cancellation, changes in coverage type, verify application forms to meet compliance requirements, apply/refund CUNA funds.
  • Add/delete coverage and perform claims adjustments to consumer loan accounts, decrease principle balances, and readjust loan payments.
  • Process loan payment and interest adjustments for Collateral Control, Collections, and various other sections.
  • Process requests for recurring payments, determine requests are appropriate, and funds are distributed to the correct accounts.
  • Provide amortization schedules and loan payment history details for auditing purposes.
  • Educate/inform members about account statuses, adjustments, and courses of action to resolve problems while explaining policies, regulations, procedures, and Navy Federal services/programs.
  • Perform or assist with the implementation of new or updated products, systems, and applications and system cleanup following credit union mergers.
  • Execute frequent validation testing during new or updated systems/products and implementation.
  • Identify system errors and problems and determine courses of action required to resolve them.
  • Work with ISD in maintaining the GL system and subsystems.
  • Serve as a resource in evaluating existing systems and procedures to improve and enhance performance and processes, research, analyze, and recommend changes for more efficient operation and their effects on other systems interfacing with the GL system.
  • Submit recommendations for ISD work requests to automate section functions and monitor the status of requests.
  • Test and evaluate automated tasks vs. manual processes, provide feedback regarding results.
  • Review consumer loan exception reports, research entries, determine appropriate action, adjust accounts, correct errors, and notify the appropriate areas.
  • Research transactions relating to protested checks that cannot be re-deposited and coordinate processing of adjustments with Data Control and General Accounting.
  • With limited guidance, research and resolve discrepancies through collaboration with internal business units and external contacts.
  • Act as a resource for colleagues for problem resolution.
  • Identify systems issues, evaluate, and may offer suggestions with limited impact for resolution.
  • Gather and prepare data.
  • Perform other related duties as assigned.

Qualifications

  • Demonstrated experience researching and evaluating financial transactions to resolve account discrepancies, preferably in a financial institution.
  • Ability to work accurately and effectively with numbers and perform basic mathematical calculations.
  • Ability to interpret regulations, instructions, and procedures.
  • Ability to work independently and as part of a team.
  • Familiarity with PCs, including word processing, database, and spreadsheet applications.
  • Effective interpersonal, verbal, and written communication skills.