OUR LEADERSHIP PHILOSOPHY 

At Lighthouse Credit Union, we believe all individuals, regardless of position level, are considered leaders. By providing a framework that balances clarity with adaptability, our Leadership Competencies aim to foster a culture of continuous growth and agile leadership. Lighthouse Credit Union is committed to embracing change, nurturing leadership talent, and ensuring our performance management practices are aligned with our vision of fostering a resilient and forward-thinking organization. As such, we all hold ourselves accountable to the following: 
 
LEADERSHIP COMPETENCIES 

Demonstrates Interpersonal Awareness & Skills 

A cornerstone of our collaborative work environment, this competency emphasizes effective communication, relationship building and teamwork. It also supports creating a positive work environment that values individual contributions and fosters teamwork. As an individual leader, you will demonstrate active listening, clear communication and contribute beneficially to team dynamics.   

Embraces Change & Learning 

This competency focuses on adaptability, personal development and the advocacy and embracing of progressive change. You will be challenged to explore continuous learning opportunities to achieve excellence and foster a culture of growth and innovation. As an individual leader, you will actively engage in personal development, embrace change enthusiastically and support team members in their growth. You will also demonstrate flexibility and adaptability in response to changing circumstances.   

Utilizes Critical & Creative Thinking 

Underlining the importance of innovative problem solving, challenging the status quo and strategic thinking, this competency is vital for driving excellence and leadership. This competency challenges team members to take initiative beyond one’s immediate responsibilities. As an individual leader, you will actively look for and share opportunities for improvement, show open-mindedness to new ideas and professionally challenge inefficient processes. You will also actively contribute to defining solutions and promoting innovation.   

Takes Personal Ownership 

This competency focuses on taking responsibility for performance goals, proactive collaboration and accountability. It highlights the significance of each team member taking ownership of their role and contributions while demonstrating leadership qualities regardless of their position. As an individual leader, you will be actively engaged in setting and achieving performance goals, take responsibility for personal action and decisions and seek opportunities for self-improvement and skill development. 
 
POSITION SUMMARY  

Under the direction of the Director, Consumer Direct Lending, the Consumer Loan Servicing Specialist plays a vital role in protecting the credit union’s interests by ensuring proper documentation and securing collateral for consumer vehicle loans. This position requires frequent collaboration and communication with internal departments, external vendors, and members to obtain and verify essential loan documentation. Success in this role depends on the ability to complete tasks with both speed and precision, without compromising quality or compliance. 
 
 
 
 
ESSENTIAL FUNCTIONS & RESPONSIBILITIES  

• Manage Full Lifecycle of Consumer Loans: Handles all aspects of servicing consumer loans throughout their lifecycle and post-closure, including processing requests from insurance companies, loan deferments, and title or lien release requests from state agencies. 
• Resolve Title Discrepancies: Works the Missing Title Report by communicating with state agencies, financial institutions, dealerships, internal departments and members to obtain and correct title documentation. 
• Ensure Timely Member Communication: Sends required documentation to members within regulatory time limits, including Adverse Action Notices, Credit Score Exception Notices, Paid in Full letters, and auxiliary refund letters. 
• Process Incoming Mail: Logs and processes all departmental mail, including matching titles from other financial institutions with title application documents from branch staff. Scans and notates member titles received from various states, including electronically held titles. 
• Audit Title Documentation: Reviews and audits title documents prior to submission to state agencies. Collaborates with branch staff, dealerships, and financial institutions to resolve inaccuracies. 
• Respond to Inquiries: Handles incoming phone calls, emails, and internal events from credit union staff and members, providing prompt and accurate responses. 
• Perform Additional Duties: Completes other job-related tasks as assigned to support departmental and organizational goals. 
• Attendance: Follows and adheres to the Credit Union’s policy regarding attendance and punctuality. 

JOB SPECIFICATIONS  

• Vehicle Title Documentation Knowledge: Solid understanding of required documentation for titled vehicles, including state-specific requirements and lien processing. 
• Attention to Detail: Exceptional accuracy and organizational skills, with the ability to identify and correct discrepancies in documentation. 
• Communication Skills: Strong verbal and written communication abilities to effectively interact with members, internal departments, and external partners. 
• Technical Proficiency: Familiarity with loan servicing software and proficiency in Microsoft Office applications, particularly Word, Excel, and Outlook. 
• Multitasking & Prioritization: Ability to manage multiple tasks simultaneously and prioritize effectively in a fast-paced, deadline-driven environment. 
• Analytical Thinking: Strong problem-solving and analytical skills to assess issues, identify root causes, and implement effective solutions. 

EDUCATION, TRAINING & EXPERIENCE 

• Associate’s degree in business, finance or a related field, or equivalent relevant work experience. 
• 1-2 years of experience in banking or financial services. 
• 2-4 years of experience in auditing or document review preferred. 
• Active New Hampshire Notary Public of Commissioner of Deeds required (or ability to obtain within a specified period). 
• Demonstrated experience with documentation requirements for securing collateral, particularly for titled vehicles.   

WORK ARRANGEMENT:  

The working arrangement for this position is hybrid.  Hybrid work is an opportunity to find the right balance between working in the office and remotely, especially if it supports individual success and the needs of our organization. Hybrid schedules are determined by the hiring manager based on business unit needs and may vary by department.  

PHYSICAL REQUIREMENTS  

• Must be able to walk, stand, sit, speak, read, write, see, hear, push or pull (with or without accommodation). 
• Ability to remain sitting in a stationary position for extended periods of time operating office/computer equipment. 
• Occasionally lifts and/or moves up to 20 pounds. 

Back Office Benefits That Work for You

We know life doesn’t pause when you’re at work — and your benefits shouldn’t either. At Lighthouse Credit Union, we offer real support for real life, with perks that help you stay healthy, grow your future, and take care of what matters most.

Financial Relief & Support

·         Student Loan & Tuition Assistance – Whether you're paying off debt or going back to school, we help lighten the load.

·         Employee Loan Discounts – Get access to lower rates on personal loans, just for being part of the team.

·         Weekly Paychecks – Because waiting two weeks shouldn’t be the norm.

·         401(k) with Employer Match & Profit Sharing – We invest in your future with generous contributions and immediate vesting.

Time Off That Respects Your Life

·         Lighthouse Leave Program – Paid time off for major life moments, from welcoming a child to caring for a loved one.

·         Volunteer Time Off (VTO) – Give back to your community with paid time to serve.

·         PTO Paid Federal Holidays – Rest, recharge, and celebrate without worry.

·         Balanced Schedule – All branches close by 5pm and on Sundays — no late nights or unpredictable shifts.

Health & Wellness

·         Comprehensive Medical, Dental & Vision Plans – Coverage that starts quickly and fits your needs.

·         HSA/FSA Options – Save pre-tax dollars for everyday health expenses.

·         Discounted Pet Insurance – Because furry family members deserve care too.

·         Employee Assistance Program (EAP) – Free, confidential support for life’s challenges — available 24/7.

Culture & Connection

·         Annual Bonus Program – Celebrate your wins, your teammates’ successes, and the Credit Union’s growth — together.

·         Engagement Groups – Join communities like Pride at Work, Women in Leadership, Book Club, and more.

·         Ongoing Training & Career Growth – We invest in your development from day one.

·         Annual Summit & Team Outings – Celebrate wins and connect with coworkers across the organization.

LIGHTHOUSE CREDIT UNION IS AN EQUAL OPPORTUNITY EMPLOYER

TRAVEL REQUIREMENTS 
Travel will be required for ongoing training, meetings and/or other business needs.