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Senior Consumer Loan Servicing Representative

Company: SchoolsFirst FCU
Location: Tustin
Posted on: January 15, 2023

Job Description:

This Position ScheduleMonday through Friday 7:00 am to 7:00 pm Saturday 8:00 am to 4:30 pmGenerally 8:00 am to 5:00 pm or 9:00 am to 6:00 pm, but will occasionally require an opening or closing shift as wellJob DescriptionPosition DetailsThe pay range for this position is listed below. Our pay ranges are built to allow for candidates with various levels of skill and experience to be considered, as well as for room for growth and tenure achieved in a role over time. Typical new hire salary offers fall within the minimum to midpoint of a pay range for many candidates. Any offer extended to a candidate will be based upon their unique set of knowledge, skills, education, and experience as well as internal equity.Minimum: $24.18Midpoint: $29.62Maximum: $35.05SchoolsFirst FCU is committed to Diverse, Equitable, and Inclusive HiringAt SchoolsFirst FCU we are dedicated to building and growing a diverse, inclusive, and authentic Dream Team, so if you're excited about a position or wanting to make a career change but your past experience doesn't align perfectly with every qualification in the job description, we encourage you to apply anyway. Many skills are transferrable and you may be just the right candidate for the position, or for other roles we are working on.What You'll Be DoingActs as a resource and technical lead within the loan servicing team by assisting management in the functioning of department and distribution of work. Responsible for handling and resolving escalated Member concerns and complex servicing issues. Serves as a subject matter expert for any loan servicing activities or projects. Responsible for maintaining and updating department desktop procedures.Serves as a lead in the department by providing teammembers guidance, onboarding/training support and expertise to enhance overall service levels.Serves as point of escalation for Members and teammembers by providing technical support and resolution on complex servicing issues.Identifies process improvements within the department to streamline operations; works with management to document and implement enhancements.Oversees the testing, validation and training of process changes.Responsible for ensuring all department desktop procedures are up-to-date and accurately reflect current processes. Assists management with reviews of department standard operating procedures (SOPs) on a regular basis as subject matter expert (SME) to ensure accuracy and both recommends and assists with updates as needed.Assists with department or organizational projects as subject matter expert (SME)Assists with and/or provides training (including department/branch visits, job shadow, updates to online training, etc.) to frontline teammembers on Servicing related topics.Monitors phone queues on an ongoing and regular basis to ensure adequate coverage to serve Members.Responsible for oversight of loans eligible for benefits under the Service Member Civil Relief Act (SCRA)Reviews and approves requests within delegated authority level to ensure they are in the best interest of the Member and Credit Union.Responsible for researching and providing daily oversight of information pertaining to all areas of loan servicing, including but not limited to: analyzing data, internal system research, and team productivity, as well as looking for trends affecting service and recommending solutions.Reviews and prepares reports on a regular basis as required by management. Reviews file maintenance reports to ensure file maintenance changes are justified, properly documented and accurate.Responsible for maintenance of loan files, including but not limited to, payoff requests/demands, file maintenance, and corrections.Provides consultative services to Members regarding credit union products and services by assessing the Member's needs, addressing their concerns and gaining agreement.Additional Job FunctionsPerforms other duties as assignedComplies with regulatory compliance and assigned training requirements including but not limited to BSA regulations corresponding to their specific job duties. Failure to do so may result in disciplinary and other employment related actionsQualificationsRequired High School Diploma or GED5-7 years of previous related experience RequiredNotaryKnowledge, Skills, and AbilitiesPrevious Symitar and/or loan servicing system experience preferred Strong verbal and written communication skills along with active listening Ability to multi-task, prioritize, and manage time effectively

Keywords: SchoolsFirst FCU, Tustin , Senior Consumer Loan Servicing Representative, Other , Tustin, California

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