Loan Servicing Specialist 1

Essential Duties/Responsibilities

• Title Processing & Lien Perfection: Responsible for processing title documents, including lien releases, vehicle loan payoffs, and submitting electronic and paper titles to dealerships. Oversee the coordination of title processing for both local and out-of-state Department of Motor Vehicles (DMV) offices.
• Jira Ticket Management: Review, prioritize, and resolve loan servicing requests submitted via Jira tickets, ensuring that issues are addressed in a timely manner and proper documentation is provided to complete loan servicing processes.
• Post-Funding Loan Processing: Process loan servicing requests after loan funding, ensuring that all necessary actions (e.g., file maintenance, lien perfection, insurance claims) are completed in accordance with credit union policies and procedures.
• Loan File Maintenance: Perform routine and complex maintenance on loan files, including updating member information, correcting errors, and ensuring that all records are accurate and complete.
• Report Audits & Compliance: Audit daily reports to ensure that loan servicing activities, such as file maintenance, title processing, and claims, comply with internal standards and regulatory requirements.
• Claims Management: Support members and branches by processing and updating claims for insurance, GAP, debt protection, and warranty. Handle claim cancellations, total loss claims, and ensure appropriate updates are made in the system.
• Member Support & Communication: Serve as a key point of contact for members, responding to inquiries, providing assistance with loan servicing issues, and ensuring that their needs are met with professionalism and efficiency. Address complex member concerns related to title processing, loan discrepancies, and claims.
• Quality Assurance Support: Assist with quality assurance initiatives, ensuring that loan servicing processes are executed accurately and efficiently. Investigate discrepancies in loan servicing files and resolve record-keeping errors.
• Credit Disputes & Reporting: Investigate and resolve credit disputes, working closely with Credit Reporting Agencies (CRA) and ensuring accurate updates through the E-Oscar system.
• Issue Resolution & Communication: Communicate effectively with members and internal teams to address loan servicing inquiries, title processing issues, and complex account discrepancies.
• Process Improvements: Suggest and recommend process enhancements to improve operational efficiency and member satisfaction. Participate in end-user testing for system updates and provide feedback to the UX department.
• Vendor Training & Collaboration: Participate in vendor training and collaborate with external partners to improve loan servicing systems and processes.
• Cross-Departmental Collaboration: Work closely with Doc Prep team, and Member Services teams to ensure that all loan servicing requests, and documentation are handled in a seamless and efficient manner.
• Other duties as assigned
• Promotes and establishes strong, positive and productive working relationships within the organization through commitment to the company’s purpose, mission and core values.

Qualifications

• High school diploma or equivalent required; Associate’s or Bachelor’s degree in business or a related field preferred.
• 1-2 years of experience in loan servicing or a similar financial services role, with a focus on post-funding loan processing and issue resolution.
• Familiarity or working knowledge of Jira ticketing system for managing loan servicing requests and issue tracking.
• Familiarity of loan servicing systems, title processing, and collateral management.
• Experience in processing GAP, debt protection, warranty, and insurance claims is preferred.
• Familiarity with E-Oscar for credit reporting and dispute resolution is a plus.
• Computer proficiency in MS Office Suite (Word, Excel, PowerPoint), imaging systems, and general office equipment.

Key Behaviors for Success

• Problem-Solving Orientation: Strong analytical and problem-solving abilities, especially in resolving loan servicing issues and managing Jira tickets efficiently.
• Member-Focused: A commitment to delivering exceptional service to members, ensuring their needs are addressed quickly and professionally.
• Attention to Detail: Exceptional accuracy in handling loan servicing tasks, title documents, and claims processing.
• Collaborative Team Player: Ability to work effectively with internal teams and external partners to resolve issues and improve processes.
• Communication Skills: Excellent verbal and written communication skills, with the ability to explain complex loan servicing issues clearly to members and colleagues.
• Adaptability & Proactivity: Demonstrates flexibility and adaptability in a dynamic environment, taking initiative to resolve issues and improve workflow processes.
• Strong organizational and time management skills with the ability to prioritize and manage multiple tasks simultaneously.

Statement of Understanding

This job description is intended to provide a general overview of the essential duties, responsibilities, requirements, and working conditions associated with the position. It is not intended to be an exhaustive or comprehensive list of all tasks or responsibilities. The organization may assign additional duties or modify existing ones as needed, at its discretion. Job descriptions may be updated periodically to reflect business needs and organizational changes.

Reasonable accommodations may be made in accordance with the Americans with Disabilities Act (ADA) and other applicable laws, so long as such accommodations do not pose undue hardship to the organization or create significant health or safety risks.

Nothing in this job description should be construed as creating an employment contract, either expressed or implied. Employment remains at-will, meaning that either the team member or the organization may end the employment relationship at any time, for any reason not prohibited by law.

Equal Employment Opportunity (EEO)

Georgia United is committed to providing equal employment opportunities and fostering a workplace where all individuals have the chance to succeed. We consider all qualified applicants for employment and advancement without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability status, protected veteran status, or any other characteristic protected by law. We value the unique perspectives and contributions that each team member brings to our organization, believing that a diverse and inclusive workforce strengthens our credit union.

E-Verify

Georgia United participates in the U.S. Department of Homeland Security’s E-Verify program. E-Verify is an online system used to confirm the eligibility of employees to work in the United States. This process involves electronically verifying the information provided by new hires against records maintained by the Department of Homeland Security and the Social Security Administration.