Loan Servicing Partner - Total Loss & Insurance Specialist

JOB TITLE: Loan Servicing Partner - Total Loss & Insurance Specialist

Department: Lending

FLSA Status: Non-Exempt

ABOUT THE ROLE:

We are looking for a Total Loss & Insurance Specialist who is driven to make a positive impact on the employee and member experience. You are a strategic thinker with a bias for action. You have a relentless pursuit of excellence while bringing others along. You do not settle for mediocrity and are comfortable with challenging the status quo. If you’re always looking for more efficient and innovative ways of working, are thoughtful, intentional, and collaborative, we would love to talk to you!

The Total Loss & Insurance Specialist will manage the full scope of vehicle insurance claims including Total Loss, Insurance Repair, refunds gathering and GAP claims processing. They will also process Collateral Protection Insurance (CPI), and provide general loan servicing support as needed. This position plays a key role in maintaining accurate records, protecting the credit union’s assets, and delivering exceptional service to our members during difficult situations.

WHAT YOU WILL DO:

• Manage and process Total Loss, Insurance Repair, and GAP claims, including documentation review, member communication, and accurate application of funds.
• Administer Collateral Protection Insurance (CPI), including policy placement, cancellation, and coordination with vendors and internal stakeholders.
• Prepare payoff quotes and process lien releases and reconveyances in compliance with regulatory requirements.
• Coordinate with title companies and borrowers to resolve title-related issues and facilitate the release of liens.
• Ensure timely and accurate submission of GAP claims, including gathering necessary documentation and following up with insurers and members.
• Monitor and reconcile insurance claim payments, ensuring proper application to member accounts and accurate recordkeeping.
• Maintain detailed records of all claim and servicing activities to ensure audit readiness and regulatory compliance.
• Collaborate with Loss Mitigation, Lending, and Member Solutions teams to ensure alignment across servicing operations.
• Meet productivity, quality, and service-level expectations in a member-focused environment. Effectively adjusts to changing and evolving priorities and expectations.
• Stay current with policies, procedures, and industry trends related to auto lending, insurance, and CPI.
• Provide general loan servicing support and assist with cross-functional projects as needed.
• Efficiently produces quality work products that align with varying levels of difficulty and turnaround times.
• Demonstrates decisiveness, integrity, flexibility, and critical thinking that advance team, department, and organizational success.
• Demonstrates commitment to SCU Values.

WHAT YOU WILL BRING:

Basic Qualifications:

• High school diploma or equivalent required.
• Minimum of 3 years of experience in a loan servicing, insurance, or loan-related call center environment.
• Detail-oriented and organized, with a strong focus on compliance and accuracy.
• Proficient in Microsoft Office (especially Word and Excel).
• Comfortable working in a performance-driven, team-oriented environment.
• Maintains confidentiality and a high level of professionalism.

Preferred Qualifications:

• Financial Institution background.
• Experience with auto lending, CPI administration, or Total Loss claim processing strongly preferred.
• Experience preparing payoff quotes, lien releases, and reconveyances.
• Knowledge of title processes and coordination with title companies.
• Familiarity with state-specific lien release and reconveyance regulations.
• Experience in GAP claim processing and insurance settlement procedures.
• Familiarity with loan servicing systems, documentation, and regulatory requirements.
• Ability to evaluate information, calculate payouts, and assess coverage gaps with accuracy.
• Strong communication skills, both verbal and written — able to explain complex insurance or loan topics clearly.

Working Conditions:

• This is a hybrid role with primary work performed remotely. Travel to the company headquarters in the south downtown Seattle area of Washington State will be required.
• Team members may attend special off-hour meetings and seminars.
• The nature of work may include prolonged periods sitting at a desk and working on a computer.

Benefits:

Seattle Credit Union supports and invests in our employees. We offer many great benefits, including low-cost medical contributions and zero contributions for dental and vision plans. Additionally, SCU offers a generous paid time off program and a 401k plan with a dollar-for-dollar employer match up to 5%.

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed above are representative of the knowledge, skills and/or abilities required. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

Compensation is based on the candidate's geographical location, calculated based on an adjustment factor from Seattle area market compensation.