Consumer Loan Servicing Specialist

6 days ago


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

The Consumer Loan Servicing Specialist is a key role within our organization, responsible for the day-to-day servicing of auto and marine loans. This position requires strong communication and problem-solving skills to provide excellent customer service and resolve consumer loan inquiries and issues.

Key Responsibilities
  • Engage with customers via phone, email, and mail to provide timely and accurate responses to consumer loan inquiries.
  • Collaborate with management and team members to ensure efficient and effective assistance to customers.
  • Make collection counseling calls for past due consumer loans and work with the default servicing team to refer seriously delinquent accounts.
  • Prepare verbal and written payoff quotes, process payoff transactions, and coordinate lien releases and other customer correspondence.
  • 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, including payment corrections, address changes, autopay setup, and loan coding corrections.
  • Administer special consumer loan programs or promotions, such as Skip-A-Payment.
Requirements
  • 1-2 years of experience in consumer loan servicing.
  • Strong understanding of lending laws, regulations, and guidelines.
  • Additional experience in financial services or banking is preferred.
  • Proficiency in MS Office or similar software.
  • Encompass, Cleartouch, Nautilus, and various government and investor software/web portals are preferred.
Work Environment

This position is performed in an office setting, five days a week, with typical work hours being 8:30 a.m. to 5:15 p.m.

The employee must occasionally lift and/or move up to 25 pounds.

The noise level in the work environment is usually quiet to moderate.



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