POSITION PURPOSE
Responsible for receiving, reviewing, and processing loan packets for indirect car and merchant loans. Responsible for handling consumer credit disputes or related loan problems. Receives written credit disputed for Credit Bureaus, researches payment histories and related credit documents, and works to find satisfactory resolutions to problems. Corrects credit ratings and loan reporting as appropriate. Maintains records and statistics on assigned Department activities. Responsible for verifying auto loan payoffs and mailing out release of liens. Responsible for processing loan correction and skip a payment requests. Assists Vice President of Lending and Consumer Loan Servicing Manager with special projects and assignments as needed. Professionally assists members and vendors and notifies them as needed. Performs related clerical duties as required as well as answers and directs telephone calls. Completes related reports and records and maintains files.
ESSENTIAL FUNCTIONS AND BASIC DUTIES
1. Assumes responsibility for the effective and timely performance of processing functions and processing indirect loan packets.
a. Receives member and branch phone calls and resolves inquiries or refers appropriately
b. Receives, verifies and processes indirect dealer packets. Verifies income and employment for each packet (unless waived). Contacts Consumer Loan Officer about any discrepancies in approval values. Contacts the dealership about any needed or missing information. Mails out appropriate member information.
c. Processes payoffs, verify accounts in good standing and mail out release of liens. Process guarantee release of lien requests according to guidelines.
d. Processes extension requests via Skip A Payment promotion. Verify account and loan standing, process requests, mail out denial letter and call member.
e. Processes loan corrections as requested by authorized personnel. Researches payment histories, reverses payments, corrects due dates, payment history, interest calculation, late fees.
f. Processes collateral protection insurance (CPI) premiums and refunds. Adjusts payment amount and due date accordingly. Works with MSRs and vendors to ensure accurate information is on file. Processes insurance waivers according to guidelines.
g. Handles Credit Bureau disputes regarding delinquent loans, closing dates, joint loan responsibility, credit ratings, document errors or related problems. Receives disputes, obtains and conveys information as needed, and works to find a satisfactory solution. Refers problems as appropriate
h. Corrects credit ratings and loan reporting as appropriate. Ensures that disputes are resolved tactfully and promptly, and in accordance with Credit Union policies and procedures. Records member complaints, related information and resolutions as appropriate.
i. Assists in writing procedures for job duties and training other department personnel
j. Assists Consumer Loan Servicing Manager and VP of Lending with special projects and assignments as needed. Follow up with vendors, draft letters to members, research current market prices.
2. Assumes responsibility for establishing and maintaining professional business relations with members, institutions, and merchants.
a. Obtains and conveys information as needed. Composes correspondence as needed.
b. Resolves (or refers) questions and requests promptly and courteously.
c. Keeps members informed of Credit Union services and policies.
d. Assists in counseling members whose skip a pay, or storage insurance requests were denied, explaining reasons while offering alternatives
e. Maintains and projects the Credit Union's professional reputation.
f. Maintains confidentiality.
g. Maintains and updates files, records and documents
h. Completes miscellaneous reports as assigned.
3. Assumes responsibility for establishing and maintaining effective coordination and working relations with Credit Union personnel and with management.
a. Assists branches and related departments as needed. Answers questions and resolves problems as needed.
b. Supports and replaces Lending personnel as needed.
c. Keeps management informed of area activities and of any significant problems.
d. Attends and participates in meetings as required.
e. Completes records and reports promptly and accurately.
f. Assists in training and cross-training personnel
g. Completes additional projects as may be assigned
4. Assumes responsibility for related duties as required or assigned.
a. Ensures that work area is clean, secure, and well maintained.
b. Copies and distributes requests and re-presentments.
c. Completes special projects as assigned.
Stays abreast of changes in loan services operations and policies.
e. Replaces area personnel as needed
PERFORMANCE MEASUREMENTS
1. Credit Bureau disputes and complaints are handled in accordance with established Credit Union policies. Disputes are received and researched and resolutions that support both Credit Union interests and member needs are reached.
2. Recordkeeping errors or discrepancies are identified and resolved. Credit ratings and loan reporting documents are corrected as necessary
3. Problem accounts are researched and promptly resolved.
4. Professional business relations exist with members, institutions, and businesses. Assistance is provided as needed.
5. Good working relations exist with Credit Union personnel. Assistance and support are provided as required. Management is properly informed.
6. Management is appropriately informed of area activities.
7. Loan processing functions are completed in accordance with established policies and procedures
8. Files are accurate and up-to-date. Required reports and documentation are... For full info follow application link.
Committed to being an Equal Employment Opportunity employer, and providing an inclusive workplace.
