Consumer Titles Specialist III

Application deadline is 5 days after the date the role was posted.

Thank you for your interest in Bellco Credit Union! We’re a local not-for-profit organization that has been giving back to our members, the communities we serve, and of course, our employees since 1936. Offering one of the best employee benefits packages around, Bellco is a leader in fostering, developing, and engaging staff to become expert financial-service ambassadors. You’re a part of something more at Bellco—a place you can be proud of.

Consumer Titles Specialist III

LOCATION:Corporate DIVISION: CMXO

Function Description

The Consumer Titles Specialist III will collaborate with the Consumer Servicing team and will be considered a subject matter expert. This role is critical in ensuring the seamless end to end title process of collateralized loans and leases. Responsibilities include back up general tasks, resolving rejections and researching for root cause, processing our more complex incoming loan packages, unperfected lien outreach for direct and indirect collateralized loans, processing Letter of Credit within guidelines to mitigate risk in unperfected liens or member impact. Out of state transfer requests and completing title documents while also supporting inbound and outbound calls while supporting reverse shadowing and training overviews and support within specific tasks are also required to drive consistency. This position must have a keen eye for process improvements that will enhance and support the team’s success within the work they are responsible for supporting. They must have excellent customer service skills in all interactions, including de-escalating scenarios with an aptitude for shifting priorities based on business needs and work collaboratively with their team members, credit union staff and members.

Organizational Relationships

Reports to: Sr Manager of Consumer Operations

Supervises: NA

Contacts: All levels of credit union employees and members

Qualifications/Requirements

Experience:

• Minimum 2 years preferably in customer/member service role.
• Minimum 2 years experience with lien perfection experience.
• Knowledge of MicroSoft Office (Word, Excel, Outlook, PowerPoint).
• Basic knowledge of Consumer Lending originations or financial industry experience preferred
  

Education: Associates degree in related field or equivalent experience preferred

Skills

Skills:

• Ability to understand and execute tasks within Service Level Agreements (SLAs), required
• Ability to solve problems and analyze with a high degree of accuracy
• Effective time management with the ability to prioritize workload based on department requirements and member needs while working in a fast paced, deadline drive environment
• Ability to work independently while promoting a positive team environment
• Perform basic mathematical computations; Effectively communicate verbally and in writing, comprehend materials and follow instructions
• Exercise good judgement/reasoning and resourcefully solve routine problems; Organize and handle multiple tasks and prioritize; Handle confidential/sensitive information; Exhibit excellent customer service skills
  

Essential Functions

• Demonstrates Bellco’s Act Nice Behaviors and Core Values in all interactions with members, prospective members, and personnel in other Bellco departments while holding staff accountable to standards.
• Review and support all activities associated with Consumer Processing. Includes day-to-day relationships, setting and accomplishing priorities, while maintaining a high level of productivity, and quality standards.
• Ensure compliance with regulatory, and Agency requirements including but not limited to SCRA, Fair Credit Legislation, and CFPB.
• Using subject matter expertise in consumer title processing to recognize trends, opportunities for improvement, and efficiencies. Provide feedback as needed to management.
• Ensure accuracy and completion of activities associated with the processing of all consumer title processes in effort to minimize rejections/delays.
• Tracking individual productivity and results to maintain and meet established team & department SLAs
• Responding to all member inquires and questions while providing excellent member service related to transitions via outbound and inbound calls and email.
• Responding to escalated member issues and utilizes out of box solutions to provide exceptional member service resolving issues with urgency. Providing updates to management for awareness. Researching for root cause and trends
• Interact with governmental agencies and dealerships assisting them with error resolutions, lien perfections and general title questions while creating solutions and determining when scenarios should be escalated
• Support and execute timely follow up on unperfected liens for direct and indirect collateralized loans, providing support and solutions for timely resolution.
• Report on vendor performance and service standards to management team as necessary.
• Assist with special projects related to process improvements and/or procedure updates
• Regular and punctual attendance with flexible schedule
  
  

Management retains the discretion to add to or change the duties of the position as business need dictates.

Working Conditions

Office environment.

Bellco Credit Union provides a comprehensive benefits package to employees, including: Medical, Dental, Vision, 401 (k) with company match, Supplemental Life Insurance, Paid Vacation, Paid Sick Days, and Paid Holidays.

In addition to base compensation, Bellco Credit Union offers bonuses for the following roles:

Non-exempt branch roles may earn monthly bonuses for meeting production goals and quarterly bonuses for meeting team goals.

Exempt branch roles may earn quarterly bonuses for production and team goals.

Exempt non-branch management roles may be eligible for an annual managerial bonus.

Non-branch non-management roles may be eligible for on-the-spot bonuses for extraordinary performance.