Loan Services Administrator

General Summary

The Loan Services Administrator completes a variety of transactions related to the servicing, maintenance, and problem resolution of consumer loan accounts. Responsibilities include but are not limited to loan maintenance, loan servicing, loan quality review, loan audits, loan research, loan corrections, collecting supporting documentation, Collateral Protection Insurance, ancillary liability protection products, and various department reports. The Loan Servicing Administrator performs filing, scanning, and other clerical duties, and handles requests for information and responds to lending questions from members, employees, and vendor partners. This role is responsible for advanced knowledge of loan operation functions, including federal and state regulations impacting the servicing of consumer loans.

The Loan Services Administrator must carry out the essential duties of this position in a manner that consistently demonstrates our mission, vision, and core values of the organization in a positive manner.

Tasks, Duties & Functions

• Field incoming support and inquiry correspondence and provide a timely response for branches, members, vendors, and other team members.
• Reconcile completed loan packets, conduct quality reviews, and manage/track corrections.
• Scan and file all loan packets and relevant lending documentation into the document imaging system for retention.
• Perform file maintenance generated through requests received via various departments withing the Credit Union and our vendor partners, ensuring the maintenance is completed to properly reflect loan account status.
• Facilitate and manage our electronic title program, engaging members, dealers, other financial institutions, and various state's Department of Transportation to obtain properly encumbered titles.
• Administer the Collateral Protection Program (CPI) for real estate and vehicle secured loans. Working with our vendor partner and insurance agents to ensure home equity loans and vehicle loans have adequate insurance coverage and facilitating the force placement when needed.
• Work with court officials to process mortgage recording and satisfaction documents to ensure proper recording is maintained for home equity loans.
• Administer Visa Credit Card servicing and maintenance.
• Submission and application of payment protection claims including life, disability, involuntary unemployment and GAP. The Loan Services Administrator will serve as a liaison with our vendor partner to ensure timely processing of member claims.
• Properly maintaining paid loan documents to ensure system status and retention requirements are met as well as timely release of security to members.
• Manages the timely distribution of all online loan applications to the lending staff in order to provide excellent member service.
• Review, research, and respond to credit disputes, adhering to the requirements and timeframes of the governing rules and regulations.
• Preparation of assorted reports and logs to track and monitor all loan and collection requirements/activities.
• Completes an audit on 10% of all booked consumer loans (secured, unsecured, VISA, and real estate) to ensure Consumer Lending Policy and Procedures are followed.
• Develops departmental procedures and facilitate training when required.
• Assist management with departmental projects and initiatives involving Consumer Lending and Regulatory changes.
• Participates in the departments process improvement initiative by seeking efficiencies and presenting recommendations/proposals.
• Maintain necessary office files as well as a neat and organized work area.

Note: This list of essential functions is not exhaustive. It may be supplemented as necessary.

Job Specification

• Requires completion of a high school diploma or equivalent. Associate Degree preferred.
• Two years of experience in a financial institution to include customer service, an understanding of lending products and other lending operations is preferred, but not required.
• Demonstrated ability to analyze systems, problem solve and recommend and implement changes to improve efficiencies.
• Well-developed interpersonal and customer service skills including strong verbal and written communication skills.
• Ability to prioritize work assignments while maintaining attention to details and accuracy.
• Intermediate level math knowledge required (calculations, decimals, fractions and percentages).
• Strong computer skills including Microsoft Word, Excel and Outlook.
• Must be bondable.

Working Conditions

• Works in a well-lighted and ventilated office setting.
• Sitting, standing, bending and light lifting required during working hours.

Disclaimer

The above information on this description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to this job.