Summary:

Under the direction of the VP of Loan Servicing, performs a variety of clerical and administrative duties in support of the loan servicing function pertaining to direct, indirect and lease auto loans, in conformance with established Credit Union policies and procedures.

Essential Functions:

1. Assist with the daily loan servicing activities to ensure accurate, efficient, timely and confidential services to members, credit union departments and branches.
2. Contributes to a positive work environment and SMCU image by maintaining courteous, respectful and effective interaction, teamwork and communication with employees and members to enhance positive behaviors and employee satisfaction.
3. Responsible for meeting or exceeding assigned sales and service goals.
4. Performs tasks relative to any and all of the following functions for Consumer Direct, Indirect and Lease Vehicles:

• Quality Control for upload verification and loan documentation
• Daily export of Lease submitted issues from CULA for Lease Vehicles
• Daily upload of required documentation to CULA for Lease Vehicles
• Dealertrack/VINtek Report – Match Error’s – Unrecognized Title’s – DMV Error’s
• Vehicle Title Tracking & Maintenance
• Vehicle Re-Registration – State to State Lease requirements
• Excise Tax, Vehicle Violations Demand Disbursements for Lease Loans
• Monthly Reconciliation of Sales Tax remittance for Lease Vehicles
• Vehicle Lease Insurance Tracking
• Internal/External Requests; SAM Tickets, Quick Events, Emails
• ACH / Internal Transfers
• Modifications; Due Date Changes / Extensions
• Guarantee of Title - Dealer Warranties – GAP - Total Loss
• Coupon Book Re-Order
• Payoff Quotes & Maintenance pertaining to Lease Options & Calculation based on; Buyout, Turn-In or Trade-In of Vehicle
• Prepare & Complete Paid off Documentation: Consumer; Direct, Indirect & Lease

5. Serves as a resource and provides member service support to the retail branch employees and Member Solutions relative to member questions concerns and research.

6. Keeps current on trends in the Loan Servicing area.

The above is a description of the ordinary duties of the position. It should be expected that from time to time other duties, both related and unrelated to the above, may be assigned and required.

Supervisory Scope:

None.

Preferred Qualifications:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education and/or Experience:

High school diploma or equivalent combination of education and experience. A minimum of two years of customer service experience preferably in a financial institution. Excellent verbal/written communication skills and knowledge of MS software are required. Preferred knowledge in Servicing Lease Loans.

Competencies:

Adaptability: Changes behavioral style or method of approach when necessary. Responds to change with a positive attitude and willingness to learn new ways to accomplish work activities and objectives. Accepts and uses feedback and considers alternative points of view.

Improvement and Innovation: The ability to generate novel and valuable ideas and to use the ideas to develop new or improved processes, methods, and systems. Able to challenge, in a constructive manner, conventional approaches.

Collaboration: Develops cooperation and teamwork while participating in a group working towards solutions.

Communication: Effectively conveys and receives information, thoughts, and ideas in verbal and written form.

Service Focused: Actively seeks to meet internal and external customers’ needs in a manner that provides satisfaction for the customer while balancing SMCU’s business objectives.

Organizational Awareness: Understands how the job contributes to the accomplishment of organizational goals.

Accountability/Results Oriented: Demonstrates concern for achieving or surpassing results against an internal and external standard of excellence (Values, Service Promise, and Service Standards). Takes responsibility and ownership for decisions and actions. Accountable for both how and what is accomplished.

Knowledge and Skill: Demonstrates the job specific knowledge to provide the appropriate quantity and quality of work in a timely and efficient manner.

Work Environment:

Usual office working conditions with absence of most disagreeable conditions and with occasional exposure to noise.

Physical Demands:

While performing the duties of this position, the individual is required to use hands, handle, and feel objects, tools, or controls; reach with hands and arms; talk and hear. The individual frequently is required to stand, walk, and sit. The individual is occasionally required to stoop, kneel, crouch, or lift to fifteen pounds. Specific vision abilities required include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.

Physical Demands:

While performing the duties of this position, the individual is required to use hands, handle and feel objects, tools or controls; reach with hands and arms; talk and hear. The individual frequently is required to stand, walk and sit. The individual is occasionally required to stoop, kneel, crouch, or lift to fifteen pounds. Specific vision abilities required include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.

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