Consumer Loan Servicing Support Specialist

Job Title: Consumer Loan Servicing Support Specialist

Reports To: Senior Manager, Consumer Loan Servicing

People Leader: No

FLSA Status: Non-Exempt

Job Family: Support

Job Level: Skilled

This is a Hybrid / St. Louis Position

Job Overview

The Consumer Loan Servicing Support Specialist supports the day-to-day administration of the Credit Union''s consumer loan portfolio by processing loan servicing activities, maintaining accurate loan and collateral records, researching account issues, and resolving operational requests. This role partners with internal teams, members, dealers, vendors, and third parties to ensure consumer loan servicing activities are completed accurately, efficiently, and in accordance with established procedures and regulatory requirements.

Responsibilities

The intent of this job description is to provide a representation of the types of duties and level of responsibilities required of this position and is not intended to be an exhaustive list of all responsibilities, duties, and skills. Team members may be directed to perform job-related tasks others than those specifically stated in this description.

• Coordinates vehicle title, lien, and related loan documentation activities, including lien placement, lien releases, title review, and loan servicing documentation
• Processes consumer loan servicing transactions, including payments, payoffs, refunds, and related servicing requests
• Processes Guaranteed Asset Protection (GAP), debt protection, life, unemployment, and other loan protection claims
• Processes dealer payoffs, insurance payments, and other financial transactions related to consumer loan servicing
• Maintains working knowledge across departmental functions and shares knowledge with team members to support coverage and continuity
• Responds to consumer loan servicing inquiries from members, vendors, credit bureaus, and internal teams, and researches and resolves account-related issues as needed
• Monitors collateral protection insurance coverage and related account servicing activities

Minimum Required Qualifications

An equivalent combination of education, training, and experience will be considered.

• High school diploma or equivalent
• 1+ year of experience in consumer lending, loan servicing, financial services operations, related service-driven environments, or transferable relevant experience

Preferred Qualifications

• Degree or specialized training in finance, business administration, accounting, banking, consumer lending, or related field
• 2+ years of experience in consumer lending or consumer loan servicing
• Experience working in a credit union, banking, financial services, or other highly regulated environment

Knowledge, Skills, and Abilities (KSAs)

A representation of the knowledge, skills, and abilities necessary to perform this job competently.

• Knowledge of consumer loan servicing processes, loan documentation, payment processing, and consumer lending operations
• Knowledge of vehicle titles, liens, collateral protection, and loan protection products, including Guaranteed Asset Protection (GAP), debt protection, and related claims processes
• Knowledge of applicable laws, regulations, policies, and operational standards related to consumer loan servicing and member account security
• Skilled in researching account issues, resolving consumer loan servicing requests, and maintaining accurate loan records
• Ability to evaluate discrepancies, determine appropriate actions, and escalate concerns when necessary
• Ability to organize work, manage multiple priorities, and meet established deadlines in a fast-paced environment
• Ability to communicate effectively through verbal, written, and electronic communication
• Ability to handle confidential and sensitive information with professionalism and discretion
• Skilled in Microsoft Office applications and business systems used to support consumer loan servicing operations

Work Environment

Environmental or atmospheric conditions commonly associated with the performance of this job's functions.

• Hybrid work environment (combination of remote & onsite); requires regular use of online tools, systems, and collaboration platforms
• General office setting when working onsite
• Occasional travel to branch locations, vendor sites, or other business-related locations
• Attendance at offsite meetings, events, or conferences as needed

Physical Abilities

The physical demands described below are representative of those that must be met by an employee to successfully perform this job's essential functions. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

• Ability to work at a computer in a stationary position for up to 8 hours per day
• Ability to occasionally carry light materials (e.g., laptop, presentation materials)
• Ability to travel for business by car or air and stay in public accommodations as needed

Together Credit Union is an Equal Opportunity employer. The Credit Union complies with appropriate federal, state, and local laws and provides equal employment opportunities without regard to race, color, religion, gender, age, sexual orientation, gender identity or expression, national origin, military or veteran status, disability (including pregnancy), genetic information, or any other protected status to all qualified applicants and employees. Together Credit Union is committed to a policy of non-discrimination and dedicated to providing a positive discrimination-free work environment.