Consumer Loan Servicing Specialist

The Consumer Loan Servicing Specialist is responsible for servicing consumer lending products including auto loans, credit cards, signature (unsecured) loans, and home equity loans/HELOCs. This position supports the credit union’s commitment to delivering exceptional member service by ensuring accurate loan administration from funding through payoff.

This role partners with members and internal departments to research and resolve post-funding loan requests while maintaining compliance with applicable regulations, internal policies, and credit union service standards.

ESSENTIAL RESPONSIBILITIES:

• Deliver exceptional, relationship-focused member service aligned with credit union service standards and cooperative values.
• Serve as the primary point of contact for member inquiries related to consumer loan products.
• Service consumer loans from booking through payoff, including auto, credit card, signature, and home equity products.
• Research and resolve loan account discrepancies, payment errors, billing disputes, transaction corrections, and member correspondence.
• Prepare and process consumer loan payoffs, including auto lien releases and home equity payoff documentation.
• Provide written payoff quotes and documentation to members, dealerships, and authorized third parties.
• Monitor and manage collateral protection insurance for auto loans, including tracking coverage, processing forced-placed insurance, cancellations, and refunds.
• Process loan maintenance requests including deferments, extensions, due date changes, payment skips, modifications, and account adjustments.
• Service revolving credit products (credit cards and HELOCs), including billing cycle inquiries, credit line adjustments, and payment processing research.
• Process payment corrections, fee reversals, NSF monitoring, and required member follow-ups.
• Support loan refinances, loan transfers, and account conversions as needed.
• Process GAP, Credit Life, and Disability insurance claims associated with consumer loan products.
• Maintain and clear loan documentation exceptions and track pending items to ensure timely resolution.
• Perform daily balancing, reconciliation, and reporting functions related to consumer loan servicing.
• Ensure all servicing activities comply with federal and state regulations (including Truth in Lending, Reg Z, FCRA, and other applicable consumer lending requirements), as well as credit union policies and procedures.
• Identify operational or servicing process improvements that enhance member experience and operational efficiency.
• Collaborate effectively with Lending, Collections, Branch Operations, Accounting, and other internal teams.
• Provide backup support across consumer loan servicing functions as needed.
• Perform additional duties as assigned to support the credit union’s strategic objectives.

EDUCATION and/or EXPERIENCE: 

• Associate degree (A.A.) or equivalent from a two-year college or technical school; or two years of related consumer loan servicing experience within a financial institution or credit union.
• Experience servicing auto loans, credit cards, unsecured loans, and/or home equity products preferred.
• Strong understanding of consumer lending regulations and credit union compliance standards.
• Working knowledge of Microsoft Word and Excel.
• Experience with core processing systems such as Jack Henry Epysis/Symitar preferred.
• Strong attention to detail with high accuracy in processing financial transactions.
• Excellent interpersonal and communication skills with a strong member-service orientation.
• Ability to manage multiple priorities in a fast-paced, team-oriented credit union environment.
• Self-motivated, adaptable, and committed to supporting the credit union mission and values.