Schedule

What You’ll Do

Summary/Objective:

Process work pertaining to the Loan Services Department job responsibilities and assist members and front-line staff with questions pertaining to those processes. Assist the Loan Services Department with achieving key performance goals and service level standards. Cross train on a variety of the Loan Services Department processes to further support the overall goals of the department and DCU.

Essential Functions:

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Learn and understand the following programs: Cathedral, e-OSCAR, Innovis, ePort, Equifax Inquiry Removal, Securian, CenterPoint, iQQ, LoansPQ, Pega and XP.
• Provide phone coverage for the Loan Services Department to assist the Information Center, Branches, various departments, and members
• Have a comprehensive and working knowledge of the Balance Transfer Program
• Process the following work within service level:
  • Pega Emails
  • Loan Research Mail
  • Service Requests: Electronic Payment and Card Services Corrections, Loan Payment Corrections (Visa).
  • Fax Forms: Adding and Removing Authorized User(s), Visa Switch
  • Reports: SRD Validation, SRD Limit Up, SCRA Late Fees, Open Visas with Revoked Limits, Authorized User Audit, Overdraft Protection.
  • Solar Loan Servicing
  • Gap Claims
  • SCRA requests and audit reports
• Disputes: Generic Credit Disputes, e-OSCAR, Request to Remove Credit Inquiries Report and Direct Disputes.
• Complete training courses within established guidelines
• Actively contributes to DCU’s Success Sharing initiatives and practices DCU’s principles of People Come First; Do the Right Thing; Make a Difference
• Maintains a high level of professionalism and respect during interactions with both members and colleagues alike
• Maintains a working knowledge of and adheres to DCU policies and procedures related to the position as well as all applicable regulations
• Performs work functions with attention to detail, within established timeframes and follows through as needed to complete tasks
• Meets or exceeds performance goals, including but not limited to, service level achievement, timeliness of tasks, quality of work, service quality and others as assigned
• Perform other job-related duties as assigned.

What You’ll Need

• Six months to one year related experience, financial institutions preferred
• Prior customer service experience
• Basic PC skills

What We Do

DCU is the largest credit union headquartered in New England – serving more than one million members in all 50 states. With over 1,900 team members, we strive to make DCU a great place to work with an excellent work-life balance, and a community that cares.

We are proud to be a Equal Opportunity Employer/ Protected Veterans/Individuals with Disabilities.