Support Service Specialist

Position Purpose and Objectives

This positon is responsible for providing general administrative support to IRA, eServices, Real Estate, Loss Mitigation, Collections, Auto Finance Specialists, Auto Finance Coordinators, and Automotive Titles and Records department.  The Support Services Specialist processes loans that are approved by Account Maintenance management and assists various groups in resolving loan documentation errors, follows up with members to obtain missing or incorrect documents, reviews/updates various credit reports for accuracy, audits funded loans, files and assists the Loan Protection Specialist in processing new GAP and VSC enrollments and cancellations.  This position also requires posting of transactions and balancing of General Ledgers, account updates, processing mail, process charge-offs for credit cards and loans and taking payments using SpeedPay and Springboard. The specialist will also gather required documents for repossessions, such as repo and auction invoices, check copies, insurance and FairLease proceeds.  Specialists will answer basic questions regarding Real Estate loans, such as how payments are calculated and posted to the loan.  Paid off loans are also reviewed daily and the specialist will process releases of lien.  The right candidate must possess excellent member service, communication and organizational skills, with the ability to work in a stressful and fast-paced environment.  The Support Services Specialist will be cross-trained in all procedures to perform other duties within the department as necessary to maintain credit union and member satisfaction. 

Major Duties and Essential Functions

Deliver outstanding service to both internal and external members that meets or exceeds our core values:

• We are interested, not interesting
• We are empowered
• We have fun

Deliver outstanding service to both internal and external member that meets or exceeds our creed:

• Care
• Understand
• Teach
• Xceed

1. Responsible for high-quality output from departmental production including complete and accurate disbursals, proper observance of all policies and procedures, and responsive and professional member service.
2. Perform other duties as may be designated or requested by appropriate management.
3. Maintain documentation of compliance activities and work performed.
4. Constantly observes and makes recommendations to improve work processes.
5. Participates in weekly team meetings to identify department, contact center and branch needs and opportunities.
6. Builds relationships with internal departments to understand business needs to improve the team.
7. Prepare transfer, distribution rollovers, conversions, death claims and closures in accordance with government regulations and policies. 
8. Works various reports and follows up on pending documentation to ensure timely processing of transactions, including making telephone calls to outside financial institutions and legal entities.
9. Works with the loan production and funding groups to resolve loan documentation errors by making necessary loan corrections, obtaining missing documentation needed for the loan file, calling other financial institutions as necessary to check the status of title releases, calling dealers to check on status of title work or outstanding car drafts.
10. Audits funded loans to ensure accuracy of loan documents.
11. Serves as a backup funder as necessary.
12. Serves as back up to the Loan Protection Specialist on GAP/MBP enrollments. Transmits sales, makes corrections, assists in GL reconciliation, works with branches and call center staff to process member GAP/VSC cancellation requests. Tracks and follows up as necessary to ensure funds are received and posted correctly. 

Positions directly supervised:  N/A

Specific knowledge, skills, and abilities required for this position:

• An individual must be able to perform each essential duty satisfactorily.  The requirements listed below are representative of the knowledge, skill, and/or ability required to perform this job successfully. 
• Must have a minimum of 2 years IRA administration experience
• Knowledge of loan policies, procedures, and loan documents to perfect liens on loan collateral securing loans
• Ability to operate Call Management System.  Must effectively communicate via telephone or in person with members and other individuals who contact Lending Services
• Good communication skills, using courtesy and proper grammar, to discuss credit union's policies and procedures
• An ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, decimals, and the ability to compute rates and percentages
• Ability to perform multiple tasks while maintaining a high standard of performance
• Ability to read and interpret documents such as operating and procedure manuals
• Ability to quickly identify irregularities in loan closings and utilize available resources for resolution
• Ability to write routine correspondence
• Bilingual skills – Spanish/English is preferred
• Strong problem-solving skills with the ability to adjust to a quickly changing environment
• Ability to work in a fast-paced environment with flexible and changing work hours and days
• Strong working ability with Microsoft applications, including Excel and Word
• Ability to interact with diverse groups of people across all levels of management
• Ability to develop member relationships to effectively cross-sell products or services
• Ability to motivate and encourage the team through positive communication and feedback
• Ability to use and troubleshoot errors in Accuity AVS, Ascensus, EPISYS, CUBUS, eOSCAR, XDI, Simplifile, SalesForce, Temenos, SpeedPay, SpringBoard, OpCon, SAIL, NADA, Banktel, FocusNet, VINtek, MVINET, CarFax, Verafin, SCS Auto Express, MoneyGram, fax machine, scanner and DocuSign

Education:  High School diploma or general education degree (GED)

Experience: Minimum 2 years of lending experience in credit union or other financial institution and minimum 2 years of IRA administration experience. 

Physical Activities and Requirements of this Position

CATEGORY

DESCRIPTION

Finger Dexterity

Using primarily just the fingers to make small movements such as typing, picking up small objects, or pinching fingers together.

Grasping

Using fingers and palm on an object.

Talking

Especially where one must frequently convey detailed or important instructions or ideas accurately, loudly, or quickly. 

Repetitive Motions

Movements frequently and regularly required using the wrists, hands, and/or fingers.

Average Hearing

Able to hear average or normal conversations and receive ordinary information.  

Average Visual Abilities

Average, ordinary, visual acuity necessary to prepare or inspect documents or products, or operate machinery.   

Sedentary Work

While performing the duties of this job, the employee will frequently talk or hear, sit, use hands to handle or feel, and reach with hands or arms.  The employee will occasionally, stand and walk, climb or balance, and stoup, kneel, crouch, or crawl.  The employee will occasionally lift and move up to 10 pounds.

Working Conditions of this Position

DESCRIPTION

None.  No hazardous or significantly unpleasant conditions.

Mental Activities and Requirements of this Position

Reasoning Ability:  The ability to use common sense or logic. 

Detailed

Ability to define problems, collect data, establish facts, and draw valid conclusions. Ability to interpret an extensive variety of technical instructions in mathematical or diagram form and deal with several abstract and concrete variables.

Mathematical Ability:  The level of ability required to perform math skills and operations.

Basic

Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages, area, circumference, and volume.  Ability to apply concepts of basic algebra and geometry.

Language Ability:  The level of ability required to communicate and understand written and oral language. 

Typical

Ability to use passive vocabulary of 7,000-9,000 words; read at a fast-paced rate; and define unfamiliar words in dictionaries for meaning, spelling, and pronunciation.  Ability to write moderate to complex documents.  Ability to communicate in complex sentences, using normal word order with present and past tenses and strong vocabulary. Ability to read, analyze, and interpret common scientific and technical journals, financial reports, and legal documents.  Ability to respond to common inquiries or complaints from customers, regulatory agencies, or members of the business community.  Ability to write speeches and articles for publication that conform to prescribed style and format.  Ability to effectively present information to top management, public groups, and/or boards of directors.

Compliance requirement

The responsibilities contained within this job description remains compliant with Bank Secrecy Act / Anti-Money Laundering, Office of Foreign Assets Control and USA PATRIOT Act as they apply to the duties of the position

Disclaimer

The information in this job description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to this job, which may vary on the department or the assignment. The actual essential duties, responsibilities and qualifications may vary by department, reporting structure and other business needs. No inference should be drawn that a specific job duty, responsibility or qualification is non-essential by its absence from this description