Consumer Loan Servicing Representative

Job description

NASA Federal Credit Union is in search of a Consumer Loan Servicing Representative (CLSR) to join NASA Federal Credit Union and help members with their consumer lending needs through responsive, accurate support by phone, mail, and email. In this role, you’ll maintain loan servicing records, while serving as a liaison for member and branch transaction questions. The CLSR will post payments and payoffs, process credit protection claims, loan corrections, SCRA-related updates, GAP insurance activity, and account transfers. This role will also perform credit bureau reporting and corrections, and vehicle collateral file maintenance. **Essential Duties and Responsibilities:** include the following with other duties as assigned. - Remains cognizant of and adheres to Credit Union policies and procedures, and regulations pertaining to the Bank Secrecy Act. ### Level I: - Answers incoming telephone calls. - Responds to internal and external email communications. - Picks up and delivers all Loan Servicing incoming mail. - Handles all internal/external member inquiries pertaining to documents (including court/subpoena research). - Tracks and fulfills all research and copy requests. - Completes written Verifications of Deposit. - Processes all online SSI and Medicaid Account Verifications. - Scans and indexes documents to Synergy. - Quality Controls 10% of all scanned documents indexed in Synergy. - Coordinates destruction of sensitive documents with the Facilities Department. - Verifies accuracy of 10% of new loans and critical fields; completes corrections as needed. - Orders consumer loan coupon books and Cashline Checks. - Inputs phone pay requests into database and mails confirmation letters. - Processes “Skip A Payments”. - Sets-up Automatic Payment Transfers upon request. - Reviews EFT setup for accuracy. - Processes Payoff Requests for all Consumer loan types. - Posts payments to all Consumer loan types. - Forwards all vehicle insurance to third party vendor for tracking. - Issues Vehicle Lien Release Letters. - Posts life/disability/unemployment credit protection payments. - May be in training to learn the job duties of the Consumer Loan Servicing Representative II position. ### Level II: Includes all responsibilities of Level I and the following: - Responsible for Consumer loan research and corrections. - Responsible for the e-LoanServicing Touch Point email queue. - Responsible for monitoring Collateral Protection Insurance (CPI) reports. - Processes manual CPI premiums and refunds on restricted accounts/paid in full. - Submits CPI Loan Maintenance Requests online with third party vendor to cancel tracking for total loss and paid in full vehicles. - Submits CPI claims for payment; posts payouts. - Releases titles on paid vehicle loans. - Completes and returns all insurance total loss letters of guarantee. - Responsible for insurance total loss follow-up on outstanding claims. - Responsible for mailing deficiency notification/GAP notification to member. - Responsible for processing internal GAP claims and assists members with external claims. - Processes GAP remittance monthly. - Responsible for account transfers due to security breach or removal of member from account. - Processes incoming garnishments, liens, and levies. - Responsible for submitting garnishment answers to court/agency and disburses funds post-judgment. - Serves as CUSC (student loan) liaison. Responsible for account specific servicer requests as well as verification of monthly reporting. - Researches and submits new life/disability/unemployment credit protection claims. - Reviews daily, weekly, and monthly reports. - May also be responsible for all or part of the duties of the Consumer Loan Servicing Representative I position. - May be in training to learn the job duties of the Consumer Loan Servicing Representative III position. ### Level III: Includes all responsibilities of Level I and II and the following: - Maintains loans under the Servicemember’s Civil Relief Act (SCRA). - Processes state to state and name change vehicle title requests. - Researches and processes lien placement with the department of motor vehicle on escalated/defaulted collateral. - Reviews pending title reports and makes applicable collateral updates to loan documentation or system information. - Processes FCON report and uploads all requested documents to third party vehicle title management site. - Reviews unmatched vehicle title report and adds loans in third party title management site as needed. - Serves as main Credit Union contact for all deceased accounts. - Reviews all deceased documentation; communicates with attorney/administrator/beneficiaries. - Offsets outstanding deceased loans if appropriate to Credit Union guidelines. - Files estate claims for outstanding loans. - Disburses share funds to beneficiary/estate. - Assists joint members with ownership changes to deceased membership accounts. - Reviews lines of credit for adverse action or individual ownership. - Obtains IRA beneficiary paperwork and services as a liaison for payouts. - May also be responsible for all or part of the duties of the Consumer Loan Servicing Representative I and II positions. - Has a thorough knowledge of FCRA; responsible for credit bureau reporting, disputes and corrections. ### Education and Experience: **Level I:** - A high school diploma or general education degree (GED). **Level II:** Includes all responsibilities of Level I and the following - A high school diploma or general education degree (GED) and one to three years relevant experience required. **Level III:** Includes all responsibilities of Level I and II and the following - A high school diploma or general education degree (GED) and two to five years relevant experience required. - Strong knowledge of consumer loan systems, car title procedures, credit union and governmental agency regulations and policies. ### Our Generous Benefit Package Includes: **NASA Federal Credit Union offers an array of benefits including comprehensive healthcare, 401(k), paid leave, remote work options for applicable positions, and more.** **+Insurance coverage begins the 1st day of the month, following 30 days after hire date.** **\*100% Credit Union-Paid** **Full-Time Employee Benefits:** - Salary: $42,500 - $70,625 / Annually - 401(k) with employer match up to 6% and immediate 100% vesting - Gain Sharing Bonus (eligibility rules apply)\*Health Insurance (Choice of two nationwide PPO plans) - High-Deductible Plan: 100% employer contribution toward premium. (HSA and FSA compatible)+\* - Low-Deductible Plan: Generous employer contribution toward premium. (FSA compatible)+ - Dental Insurance: Generous employer contribution toward premium (HSA and FSA compatible)+ - Vision Insurance: Generous employer contribution toward premium (HSA and FSA compatible)+ - Long-term Disability Insurance+\* - Flexible Spending Medical Account (FSA)+ - Flexible Spending Dependent Care Account+ - Health Savings Account (HSA)+ - Voluntary Supplemental Employee and Dependent Life Insurance+ - Voluntary Short-term Disability Insurance+ - Remote or Remote / Hybrid work options based on position - Life Insurance/AD&D+\* - Vacation Leave (excluding Outside Loan Officers) - Sick and Safe Leave - 11 Paid Holidays - Education Assistance - Employee Referral Bonus\* - Credit Union Membership Eligible - Employee Assistance Program+\* - Identity Theft Protection (Additional premiums to add family members)+\* - Pet Insurance - Employee Discount Program - Remote or Remote / Hybrid work options based on position All benefits are based on meeting NASA Federal Credit Union’s eligibility requirements and the carrier’s terms and conditions. **WE’RE STRONGER TOGETHER** At NASA Federal Credit Union, we strive to ensure a culture of collaboration, inclusion, and opportunity where everyone can feel valued, appreciated, and respected. We commit to recruit and retain a diverse team with the best talents to live our vision, mission, and values. We recognize that respecting different perspectives and experiences makes us stronger together.