Job Description

The Consumer Loan Servicing Representative I provides administrative and customer service support for the ongoing servicing of consumer loans. Responsibilities include processing loan payments, maintaining accurate loan records, responding to member inquiries, and supporting various post-closing activities. This entry-level position offers opportunities for growth and development within the organization.

Core Job Requirements/Outcomes

• Provide exceptional service and operational support by assisting members and frontline staff with loan servicing inquiries, and by fostering strong vendor relationships to ensure quality and consistency in consumer loan servicing.
• Ensure loan collateral is properly secured by perfecting titles and obtaining insurance to mitigate loan loss risk. Maintain documentation accuracy by auditing new loans to identify any need for rework, review for compliance and quality in line with policies and regulations, and by communicating discrepancies to the appropriate teams to enhance the member experience
• Adhere to regulatory requirements included in the Fair Credit Reporting Act and Consumer Financial Protection Bureau by responding to consumer inquiries and exception reporting while maintaining the institutions privacy and security policies and procedures.
• Maintain accurate loan records by performing a variety of loan servicing tasks including payment maintenance (such as due date changes and payment reversals), loan verifications and payoff quotes, processing payment protection (claims, cancellations, payments), handling insurance-related items (impairment, workflows, uploads), payoff processing, lien releases, and regular reporting and workflow management.

Other Essential Functions

• Support Loan Servicing’s continuous improvement goals by actively participating in Leader Standard Work (LSW) activities to enhance operational efficiency, and by conducting experiments and tracking cycle timing as part of the kata process to drive incremental improvements. Proactively communicate challenges, obstacles, and ideas for improvement to department managers.
• Foster positive working relationships that contribute to a collaborative, respectful, and inclusive team environment, while consistently demonstrating our core values of joyfulness, generosity, belonging, goodness, and striving. Support team members by taking initiative to assist with task coverage during absences, or times of increased workload to help maintain service levels and team efficiency.
• Support peer development by providing training, guidance, and mentoring on standard servicing tasks.
• Review departmental procedures and communicate any necessary updates, corrections, or improvement recommendations.
• Participate in monthly and quarterly check-in meetings, ensuring completion of approach and impact ratings as well as clear, timely updates on goal completion progress.
• Ensure the accuracy, regulatory compliance, and timely completion of assigned tasks in accordance with established service level agreements (SLAs), including adherence to departmental quality standards and performance metrics such as call answering and availability expectations.
• Monitor incoming and outgoing mail and manage the team’s shared email inbox by reviewing and categorizing messages to support timely processing and task routing.
• Process departmental reports and workflows to ensure the accuracy and integrity of loan records.
• Participate in job shadowing opportunities to enhance understanding of cross-functional roles, support team development, and identify potential areas for process improvement.
• Assist with departmental projects as needed.

Qualifications

Education: High School diploma or equivalent required.

Job Experience: Two years of experience in a member consultant/service role within a financial institution—performing functions such as account maintenance, opening new member accounts, and advising on account types and products or at least one year of hands-on experience in consumer lending is required. Demonstrated proficiency in lending processes is required. Working knowledge of loan collateral and consumer protection laws, including FCRA, SCRA, and CFPB guidelines, is preferred.

Software Skills: Demonstrates proficient knowledge of Microsoft Office programs, including Outlook, Word, Excel, and Teams. Experience with loan servicing systems such as Phoenix, Dealertrack, and OnBase is also preferred.

Physical Demands: Must be able to regularly talk, hear and operate a computer, keyboard and mouse and occasionally lift, pull/push and carry up to 10 pounds with accommodations.

Work Conditions: Exposure to constant or intermittent sounds at a low or moderate level consistent with an office setting. Exposure to high-stress, fast-paced, deadline-oriented environment.

Other: Perform additional duties as assigned for the efficient operation of the department and the organization. This includes the possibility of being assigned temporarily to other locations.

Additional Information

Please review our website for more information at stcu.org/careers.