Loan Operations Specialist

What will your day look like?

In this role, you will service consumer loans from post-origination or through payoff date. The Loan Servicing Representative will create a positive experience for new members who recently obtained a vehicle loan through inbound and outbound call campaigns. This role will educate members on various information related to their new loan relationship and answers incoming inquiry calls, as well as performing operational tasks related to securing collateral for both the auto loan and Home Equity portfolios and releasing the title/home equity mortgage upon payoff. This role serves as a subject matter expert for various aspects of inquiries or questions related to consumer loans for both internal and external members.

What makes you a great fit?

• Serve as a de-escalation point for internal and external member issues and take ownership for timely resolution.
• Interact both verbally and in writing with multiple internal and external partners to resolve member issues, improve processes and create a favorable lending experience. Answer Inbound Consumer Loan Inquiry queue calls and execute Outbound outreach calls to 3rd party affiliates.
• Manage components of the vehicle titling and force-placed insurance processes including working with members to perfect vehicle title lien and curing member vehicle insurance deficiencies.
• Process file maintenance related to collateral protection insurance process such as billing and refunds.
• Assist with working various operational reports, perfecting and releasing vehicle titles and home equity mortgage releases, and other miscellaneous processes.
• Achieve individual and departmental operational service level productivity targets.
• Perform and document quality assurance reviews related to consumer loan servicing processes.
• Identify continuous operational improvement opportunities and service efficiency initiatives. Recommend solutions, and participate in the implementation of agreed upon changes.

Adhere to and ensure compliance of all business transactions with policy and process of the Bank Secrecy Act. Ensures compliance with all applicable state and federal laws, company procedures and policies. Maintains integrity and ethics in all actions and conversations with or regarding credit union members and their accounts; complies with Privacy Act directives.

The responsibilities listed do not contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this position. Duties, responsibilities and activities may change at any time with or without notice.

Knowledge, Skills, Abilities

• Interpersonal skills, demonstrated by the ability to effectively communicate with members, colleagues and other professionals
• Ability to work individually and as a dedicated member of a team
• Detail oriented, results and improvement driven, and quality-focused.
• Ability to work in a fast-paced, team-oriented environment
• Knowledge of Vehicle Title Perfection and various states Department of Motor Vehicle agencies
• Analytical, time management & research skills
• Ability to use a continuous improvement approach to enhance intra-departmental processes
• Ability to assume responsibility, display initiative, exercise good judgement and make and act upon decisions with minimal supervision
• Knowledge of Microsoft Office Suite Products
• Ability to navigate systems of record software such as Symitar, Akcelerant/Temenos, Dealerrtrack, Synapsis/Experience

Do you see yourself doing this?

Education:

High School Diploma or Equivalent – Minimum

Experience:

1+ Years’ of Experience in Customer Service, Collections, Loan Servicing, or Related - Minimum

When you’re happy, we’re happy!

As a thank you for joining our team, you’ll benefit from:

• Competitive medical, dental, and free vision benefits
• Competitive compensation plan
• Contributions towards gym memberships
• Generous PTO and banking holidays off

Job Type: Full-time

Pay: $42,000.00 - $63,000.00 per year

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Paid time off
• Tuition reimbursement
• Vision insurance

Schedule:

• 8 hour shift
• Monday to Friday

Experience:

• Customer service: 1 year (Preferred)
• Loan processing: 1 year (Preferred)

Work Location: Hybrid remote in Chicago, IL 60666