Consumer Lending Member Service Specialist at UFCU

Austin, Texas, United States -

Full Time

Start Date

Immediate

Expiry Date

24 Jun, 26

Salary

0.0

Posted On

26 Mar, 26

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Loan Servicing, Financial Calculations, Re-amortization, Interest Calculations, Member Relationship Management, Call Handling, Problem-Solving, Analytical Skills, Organization, Attention To Detail, Verbal Communication, Written Communication, Teamwork, Time Management, Judgment, Ownership

Industry

Financial Services

Description

Job Summary The Consumer Lending Member Services Specialist (CLMSS) serves as a subject matter expert for all items related to consumer loans post-funding. This role builds and maintains successful member relationships by owning the servicing process and ensuring its fulfillment for all consumer loans. The CLMSS accurately reviews and analyzes loan performance, computing complex financial calculations for loan adjustments and modifications. This role proficiently processes loan re-amortizations and interest calculations, while interpreting, analyzing, and providing applicable and accurate guidance to members regarding consumer lending products and services. The CLMSS assists members by handling a high volume of calls and service requests of varying complexity in a prompt and professional manner. This role interacts with and serves internal departments, and vendors of the Credit Union, ensuring supporting documentation and records are accurately prepared according to UFCU policies, standards, and all legal requirements. The CLMSS reports to the Manager – Consumer Lending Member Services. About UFCU Our Credit Union was founded in 1936 and has grown to serve members throughout Texas and beyond. At UFCU, we are more than just a financial institution, and our people are more than just employees. We are dedicated to our purpose of empowering our Members to achieve financial success and build brighter futures. In pursuit of our aspiration that UFCU is loved by millions of Members and built to thrive for generations, we are guided by our values: Purposefully Member-Obsessed We are driven by a profound sense of empathy to deeply understand our Members’ needs and preferences, what brighter futures means to them, and the obstacles in their way. We act in our Members’ best interests, forever seeking to empower their financial success. Possibilities Reimagined We are inspired to courageously experiment, learn, and iterate in pursuit of positive impact for our Members, UFCU, and coworkers. We challenge assumptions, embrace diverse perspectives, and make use of data and insights. Performance Excellence Rooted in Unwavering Integrity We do the right thing, always. We champion teamwork, accountability, continuous improvement, and celebrate successful outcomes of others, fostering an inclusive environment of excellence and collaboration. Essential Functions Member Service and Communication * Demonstrate and apply comprehensive knowledge and consultative delivery of lending products and services by phone and through other delivery channels. * Evaluate member needs and provide appropriate lending solutions, focusing on the overall member experience. * Accurately perform transactions, including returned items and all subsequent loan adjustments for payment reversals. * Process and handle internal/external correspondence in a precise and professional manner, to include uploading of items in DocuSign/fax folders for all Consumer Lending areas. * Resolve all member service requests of varying complexity received via various business channels. * Respond to member requests in a timely manner while displaying professional telephone etiquette. * Effectively manage inbound and outbound calls in a high call volume environment. * Handle and process mail items for the department (including sending, sorting, picking up, distributing). * Process lending payoff checks and releasing of titles and/or liens. * Consistently meet or exceed metrics, quality goals, and monitoring requirements. * Perform administrative and other departmental duties as needed, including but not limited ordering department supplies. Other * Adhere to all company policies, procedures, and business ethics codes. * Complete required regulatory training as assigned. * Maintain strict adherence and compliance to all laws, rules, regulations and internal controls specific to the role, including but not limited to Bank Secrecy Act, Anti-Money Laundering, USA Patriot Act, OFAC and Fair Lending regulations. Knowledge/Skills/Abilities Knowledge * Comprehensive understanding of financial calculations such as re-amortization of loans and interest calculations. * Comprehensive understanding of consumer loan servicing process and all related required disclosures and regulations. * Strong understanding of consumer lending products and services. Skills * Advanced teamwork and interpersonal skills including active listening, and demonstrated ability to treat others with respect. * Strong analytical and problem-solving skills, particularly regarding complex financial information. * Strong organization skills with excellent attention to detail and accuracy. * Strong verbal and written communication skills. Abilities * Ability to work both effectively as a team and independently to accomplish objectives. * Ability to adapt to changing circumstances and perform new responsibilities with flexibility. * Ability to proactively identify and take on new responsibilities. * Ability to effectively manage time and resources. * Ability to work comfortably in a fast-paced, high-volume call center. * Ability to exercise sound judgment and act responsibly in the member’s and the Credit Union’s best interests. * Ability to take ownership of work. Core Competencies * Demonstrating Member Obsession * Puts themselves in the Member’s shoes * Looks for friction points * Makes it personalized and easy * Demonstrating Performance Excellence * Sets standards for elevating excellence * Ensures elevated quality * Takes responsibility * Conducts continuous improvement * Demonstrating Innovation * Challenges current thinking * Approaches change with a positive mindset Experience Minimum Qualifications * High school diploma or equivalent * Minimum of three (3) years of Customer Service Call Center related to consumer lending products, services, and industry regulations * Minimum of two (2) years of effectively using multiple computer programs simultaneously * Minimum of two (2) years of experience in the financial industry * Familiarity with posting funds and performing transactions from general ledgers * Must be bondable Preferred Qualifications * Bachelor’s degree in business, finance or related field * Minimum of five (5) years of contact center experience in lending * Experience with Symitar (Episys), Crystal Reports, or other SQL query software * Experience with accounting, credit, and lending principles * Experience with credit union products and services, policies, procedures, laws, and regulations beyond those in Consumer Lending * Bilingual in English and Spanish * Credit Union or financial industry experience Physical Demands The physical demands described are representative of those an employee must meet, with or without accommodation, in order to perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Frequent * While performing the duties of this job, the employee is regularly required to sit; use hands to finger, handle or feel; reach with hands and arms; and talk or hear. * Specific vision abilities required by this job include close vision, distance vision, peripheral vision and ability to adjust focus. * Extensive use of the telephone and virtual communications platforms to communicate information, requiring accurate perception of speech and clear speaking abilities. Work Environment The work environment characteristics described are representative of those an employee encounters while performing the essential functions of this job. * This position requires frequently working onsite at UFCU Plaza in Austin, Texas. * This position may involve periodic stressful conditions. * May occasionally require an adjusted work schedule, overtime, and evening/weekend hours. * Frequent computer use at a workstation of up to two hours at a time. * The noise level in the work environment is usually loud.

Responsibilities

The Consumer Lending Member Service Specialist acts as a subject matter expert for post-funding consumer loans, building member relationships by owning and fulfilling the servicing process. This involves accurately reviewing loan performance, computing complex financial calculations for adjustments, and professionally handling a high volume of member calls and service requests.