Loan Services Representative

At Southeast Financial Credit Union, our employees are an important part of our success. We are committed to providing an environment that fosters professionalism, growth, and opportunity. We recognize that our team is the reason we provide one of the highest levels of member service anywhere.

What makes Southeast Financial a great place to work?

• Highly competitive pay rates
• Generous vacation and sick leave and leave donation program
• Company-paid employee group insurance and company assisted dependent insurance
• Tuition reimbursement program
• Employee Assistance Program (EAP)
• Attractive 401k contribution matching percentage
• You don’t work for us…we work for YOU

Role:

The Loan Services Representative supports the Credit Union's goals, values and philosophy by exhibiting the following behaviors: excellence, quality member service, commitment and accountability. As a member of the Credit Union's lending team, performance includes demonstration of the following accountabilities: communication, teamwork and quality member service.

Job Responsibilities:

• Audits all consumer loan and credit card records in accordance with quality control procedures to ensure effective compliance with established policies, procedures, and regulations; investigates errors and questionable entries. Tracks and reports errors for all branches, returning loans for correction when needed. Completes bi-monthly loan logs to track and report all outstanding corrections not returned to Loan Services. Assists staff with inquiries regarding loan documentation, as necessary.
• Ensures the proper recording and release of liens on vehicle loans and UCC-1 requirements where applicable. This includes working with external contacts in various states and internal individuals, including the Collections Department, to investigate missing titles and correct title issues, and also title tracking. Keeps updated on all applicable fees, paperwork and required documentation for each state. Works with applicable counties to request history of a title and to request duplicate titles. Assists dealers with inquiries regarding payoff quotes and titles. Tracks outstanding titles, sending notices to members according to proper departmental procedures, and documents all steps taken. Assists members with title issues, counseling them on how to resolve these issues. Prepares outstanding title report monthly.
• Handles Force Place Insurance (CPI) payment changes and refunds. Assists contacts at CPI with questions regarding member accounts. Assists members and employees with questions about CPI refunds, and payment changes. File Lender Protection (LendPro) claims
• Handles Loan Guard (credit life and disability insurance) claims, processing end of the month remittances, posting payments and calculating and posting refunds. Monitors monthly premium posting exception report. Assists members and employees with questions regarding claims and payments, and works to correct discrepancies where applicable. File GAP claims and post refunds. Assists members and staff with questions regarding GAP claims and refunds. Handles insurance agency inquiries regarding guarantee letters. Prepares guarantee letters and submits to insurance companies. Post refunds for Mechanical Breakdown Protection (MBP) cancellations. Handles all payoff inquiries.

Performance Measurements:

1. Develop and maintain current knowledge of the credit union's loan policies and procedures and applicable governmental rules and regulations.
2. Provide professional and accurate service and support to all members.
3. Process paperwork to ensure perfection of titles in a timely manner.
4. Adhere to all Credit Union Policies/Procedures and Regulatory Requirements

Knowledge and Skills:

Experience - One year to three years of similar or related experience required.

Education - A high school education or GED.

Interpersonal Skills - Courtesy, tact, and diplomacy are essential elements of the job. Work involves much personal contact with others inside and/or outside the organization for purposes of giving or obtaining information, building relationships, or soliciting cooperation.

Other Skills - Computer literate with basic knowledge of Word and Excel; interpersonal skills; ability to communicate with diverse range of individuals; analytical skills; problem-solving skills; good judgment; ability to handle multiple tasks simultaneously; ability to work effectively with others.