GENERAL DESCRIPTION:

As a Senior Loan Servicing Specialist, you will play a crucial role in supporting departmental leadership by ensuring the highest standards of quality control, meeting service level expectations, and fostering a culture of innovation in servicing. Key responsibilities in this advanced experienced level role include overseeing the departments workflows, performing duties to support advanced operational functions for servicing and maintenance of the consumer loan portfolio. Implement quality control measures, identify, and address discrepancies or issues promptly. Proactively identify areas for improvement while leading team collaboration and positive communication, ensuring golden service and alignment with the mission and vision of the credit union.

PHYSICAL SKILLS, ABILITIES, AND EXERTION UTILIZED IN THE PERFORMANCE OF THESE TASK:

1. Effective oral and written communication skills required to assist staff, members, and third parties.
2. Must possess sufficient manual dexterity to skillfully operate laptop, and other standard office equipment, such as financial calculators, cellphone, and telephone.

QUALIFICATIONS:

1. EDUCATION: Successful completion of high school curriculum and / or equivalent work experience. associate degree, desired.
2. EXPERIENCE: 4 or more years at a financial institution performing customer service and loan servicing. In-depth knowledge of loan products, regulations, and industry best practices. Knowledge of advanced loan and maintenance servicing, DMV title and real estate title servicing, quality control and compliance monitoring experience. Strong analytical and problem-solving skills. Excellent communication and interpersonal skills. Leadership experience with the ability to inspire and mentor team members. Nationwide Mortgage Licensing System (NMLS) may be required.

1. KNOWLEDGE / SKILLS:

• Previous experience in customer service, financial institution experience required, leadership experience desired.
• Experience in consumer loan products, specifically loan servicing experience.
• Extensive knowledge of California DMV regulations pertaining to titling and release regulations, credit dispute requirements and/or real estate reconveyance processes, required.
• Knowledge of electronic DMV titling documentation based on DMV requirements thereof.
• Excellent oral and written communication skills.
• Ability to multitask.
• Excellent organization skills.
• Possess and use sound judgment.
• Accuracy is a must.
• Working knowledge and ability to use Microsoft Office software and standard office equipment.

PHYSICAL REQUIREMENTS:

1. Prolonged sitting throughout the workday with occasional mobility required.
2. Corrected vision within the normal range.
3. Hearing within normal range. A device to enhance hearing will be provided if needed.
4. Occasional movements throughout the department daily to interact with staff, accomplish tasks, etc.
5. Extensive PC data entry and processing throughout the workday.
6. Ability to travel for business, as needed, local and statewide for Credit Union business.

TASKS, DUTIES, FUNCTIONS:

1. Responsible for ensuring service excellence to all credit union staff, external business partners, and members of the Golden 1 Credit Union by continually reinforcing our Mission, Vision, and Core Values.
2. Oversee and process complex requests submitted through the Consumer Loan Servicing queues, email inboxes and faxes, ensuring requests are completed within established timeframes.
3. Key tasks including auditing and first line quality control on loan products and changes made by the team.
4. Oversee specialty processes which may include, DMV processing, vehicle title perfection, equity loan lien transfers, loan adjustments, HELOC card portfolio servicing, periodic statement and 1098 tax form reviews and overseeing administration of insurance products and monitoring of SCRA/MLA benefits.
5. Responsible for handling escalations related to extensive and complex communication with members, dealers, financial institutions, vendor/partners, and motor vehicle departments for problem resolution for pending titles and research items.
6. Foster a collaborative environment that encourages knowledge sharing and team growth.
7. Propose and implement innovative solutions to streamline processes, increase efficiency, and enhance overall loan servicing experience.
8. Stay informed about industry trends and advancements in loan servicing and member support to further support a digital first mentality.
9. Create and maintain production reports and send required reporting to appropriate parties daily, weekly, and monthly.
10. Review invoices for accuracy and submit for payment timely.
11. Support supervisors and managers in bringing engagement to the team through meetings, huddles, and career path support.
12. Maintain a thorough understanding of state and federal laws and regulations related to credit union compliance, including bank secrecy and anti-money laundering laws appropriate to the position. Must pass all regulatory and compliance courses and apply knowledge to daily tasks.
13. Work, create and analyze reports necessary to ensure work is completed according to required timelines, procedures, and regulations. Perform necessary research and actions based on report findings, notifying management of status, any issues, and proposed resolutions.
14. Support quality control and risk assessments
15. Support a positive teamwork environment, which encourages team commitment to corporate, division, and departmental goals.
16. Perform training, procedures, support, workflow coordination and guidance for all assigned CLS Technicians.
17. Provide additional support throughout the department and perform other tasks and duties as needed.
18. Offers or negotiates terms of residential mortgage loan.