Loan Services Associate

2 weeks ago

Marlborough, Massachusetts, United States Digital FCU Full time

Position Title: Loan Services Associate

Job Category: Loan Services

Job Summary:

This role involves processing tasks related to the Loan Services Department and providing assistance to members and front-line staff regarding these processes. The Loan Services Associate will contribute to achieving departmental performance objectives and service standards while gaining cross-functional expertise in various Loan Services operations.

Work Schedule: Monday - Friday: 8:00 AM - 5:00 PM, Alternate Saturdays 9:00 AM - 3:00 PM (40 Hours)

Key Responsibilities:

  • Acquire knowledge of essential software and systems, including Cathedral, e-OSCAR, Innovis, ePort, Equifax Inquiry Removal, Securian, CenterPoint, iQQ, LoansPQ.
  • Provide telephone support for the Loan Services Department, assisting the Information Center, branches, and members.
  • Maintain a thorough understanding of the Balance Transfer Program.
  • Process various tasks within established service levels, including:
    • Pega Emails
    • Loan Servicing Mail
    • Service Requests: Loan Payment Corrections, Amendments, Electronic Services Corrections, Refunds, Amortization Schedules, Paid Loan Letters, Payoff Letters, Interest Calculations.
    • Fax Forms: Adding/Removing Authorized Users, Skip a Payment, Closing Loans, Overdraft Protection, Visa Switch.
    • Reports: Auto Loan Investor, Solar Loan Investor, SRD Validation, and more.
    • Processing auto loan payoff checks.
  • Handle disputes related to credit inquiries and e-OSCAR.
  • Complete training courses in accordance with established guidelines.
  • Actively participate in company initiatives and uphold the principles of customer service excellence.
  • Exhibit professionalism and respect in all interactions with members and colleagues.
  • Adhere to company policies and relevant regulations.
  • Ensure attention to detail and timely completion of tasks.
  • Meet or exceed performance metrics related to service quality and efficiency.
  • Perform additional job-related duties as assigned.

Competencies:

  • Strong communication skills, both written and verbal.
  • Dependability and initiative.
  • Interpersonal skills with a focus on member service.
  • Technical proficiency and professional knowledge.
  • Effective planning and organizational abilities.
  • Team collaboration and ethical conduct.
  • Ability to manage multiple priorities.

Qualifications:

  • Six months to one year of relevant experience, preferably in financial institutions.
  • Prior experience in customer service.
  • Basic computer skills.

Work Environment:

This position operates in a professional office setting, utilizing standard office equipment.

Physical Requirements:

The role is primarily sedentary, requiring the ability to stand, talk, hear, and use hands for various tasks. The employee must be able to lift up to 10 pounds.

Travel Requirements:

Occasional travel to other company locations may be necessary.

Commitment to Excellence:

All employees are expected to provide exceptional service by adhering to the company’s guiding principles: People come first, Do the right thing, and Make a difference.

Equal Opportunity Employer:

The company is proud to be an EEO/AA employer, welcoming applicants from diverse backgrounds.

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