Consumer Loan Servicing Generalist

TITLE: CONSUMER LOAN SERVICING GENERALIST

STATUS: NON-EXEMPT

REPORT TO: SR MANAGER – OPERATIONS – CONSUMER LOAN SERVICING

DEPARTMENT: CONSUMER LOAN SERVICING

JOB CODE: 11969

PAY RANGE: $28.00 - $30.00 HOURLY

General Description

As a Consumer Loan Servicing Generalist, you will provide flexible departmental support across multiple functions within Loan Servicing. This role is designed for someone who thrives in a dynamic environment and can adapt to varying assignments that support production and operational efficiency. Responsibilities include assisting with loan maintenance, transaction processing, compliance, member inquiries, and cross-functional projects. While supporting multiple functions this role will make process improvements suggestions, initiatives that save paper and scale operations. This role will collaborate with internal teams to resolve issues quickly and ensure we deliver exceptional service to our members.

Tasks, Duties, Functions

• Loan Account Maintenance: Perform updates and changes to consumer loan accounts, including payment adjustments, due date changes, and support Servicemembers Civil Relief Act (SCRA) program.
• Transaction Processing: Handle payoff requests, loan adjustments, reversals, and related documentation.
• Title & Collateral Support: Assist with vehicle title processing, DMV paperwork, and equity loan reconveyance tasks.
• Insurance & Ancillary Products: Process insurance payouts, refund checks, and related servicing tasks.
• Member Interaction: Provide support via phone, email, and other channels for loan-related inquiries, ensuring exceptional service.
• Compliance: Maintain knowledge of state and federal regulations, including Bank Secrecy Act, Servicemembers Civil Relief Act, and applicable lending laws.
• Departmental Support: Assist with mail processing, document retrieval, and workflow monitoring to maintain production goals.
• Testing & Validation: Participate in system updates, upgrades, and new product deployment testing.
• Problem Resolution: Research and resolve issues related to loan servicing, collaborating with internal teams and external partners.
• Continuous Improvement: Identify opportunities for process optimization and digital innovation.
• Training & Development: Support onboarding and cross-training initiatives; pursue professional development opportunities.
• Record-Keeping: Maintain accurate documentation of interactions, transactions, and workflow.
• Engagement Participation: Foster a positive, inclusive work environment that inspires others through words and actions; motivates other employees by embracing and practicing Golden 1’s mission, vision, and core values.
  
  

PHYSICAL SKILLS, ABILITIES, AND EXERTION UTILIZED IN THE PERFORMANCE OF THESE TASK:

• Strong oral and written communication skills are required to train and staff, implement, as approved; procedural recommendations, negotiate vendor contracts and perform other related tasks.
• Must possess sufficient manual dexterity to skillfully operate an online computer terminal and other standard office equipment, including a typewriter, adding machine, personal computer, facsimile machine and telephone.
• Ability to work as part of a team.
  
  

Organizational Contacts & Relationships

• INTERNAL: All levels of staff and management
• EXTERNAL: Members, vendors, suppliers, state and government agencies.
  
  

Qualifications

• EDUCATION: High School or GED required, associate degree in related field or equivalent work experience is preferred. Relevant certifications, such as IRA Specialist and Deceased Specialist, are highly desirable.
• EXPERIENCE: 5 years’ experience in loan servicing operations or related financial roles.
• KNOWLEDGE / SKILLS:
• Strong attention to detail, excellent communication skills, ability to multitask, and proficiency within loan origination and servicing systems, and compliance requirements.
• Demonstrated ability to work well in a team-oriented environment.
• Strong analytical and problem-solving skills, with the ability to assess operational performance and implement improvements effectively.

• Knowledge of IRS rules and regulations related to deposit accounts, IRAs, and deceased member processing.
• Knowledge of unclaimed property laws and regulations related to dormant accounts and escheatment processes.
• Proficient computer skills and software experience.
  

Physical Requirements

• Prolonged sitting throughout the workday with occasional mobility required.
• Corrected vision within the normal range.
• Hearing within normal range. A device to enhance hearing will be provided if needed.
• Occasional movements throughout the department daily to interact with staff, accomplish tasks, etc.
  
  

Licenses / Certifications

THIS JOB DESCRIPTION PROVIDES AN OVERVIEW OF THE GENERAL SCOPE AND LEVEL OF WORK EXPECTED TO BE PERFORMED, BUT IT IS NOT AN EXHAUSTIVE LIST OF ALL DUTIES OR RESPONSIBILITIES ASSOCIATED WITH THE POSITION. THE CREDIT UNION RESERVES THE RIGHT TO MODIFY, ADD, OR REMOVE DUTIES AS NEEDED WITHOUT ADVANCE NOTICE. EMPLOYEES MAY BE REQUIRED TO PERFORM ADDITIONAL TASKS AND DUTIES AS DIRECTED BY THEIR SUPERVISOR, PROVIDED SUCH TASKS ARE WITHIN THE EMPLOYEE’S KNOWLEDGE, SKILLS, AND ABILITIES, OR CAN BE PERFORMED WITH REASONABLE TRAINING. NOTHING IN THIS JOB DESCRIPTION ALTERS THE AT-WILL EMPLOYMENT RELATIONSHIP OR LIMITS THE CREDIT UNION’S RIGHT TO ASSIGN OR REASSIGN DUTIES AND RESPONSIBILITIES TO THIS POSITION AT ANY TIME.

REV. 01/14/2026