Loan Servicing Team Member I

Description

The Loan Servicing Team Member processes work pertaining to the Loan Services Department and assists members and front-line staff with questions pertaining to those processes. Assists the Loan Services Department with achieving key performance goals and service level standards. Cross train on a variety of the Loan Services Department processes to further support the overall goals of the department and DCU.

Here's what you can expect from the job and what you need to be successful:

What You'll Do:

• Learn and understand the following programs: XP, iQQ, LoansPQ, Pega, Avaya Phone System
• Provide phone coverage for the Loan Services Department to assist the Information Center, Branches, various departments, and members
• Have a comprehensive and working knowledge of the Balance Transfer Program
• Process the following work within service level:
• Pega Emails
• Loan Servicing Mail
• Service Requests: Loan Payment Correction, Amend a Note (Rate and Date), Electronic Services and Operations Department Corrections, Late Fee/Finance Charge Refunds, Amortization Schedule, Paid Loan Letter, Payoff Letter, Interest Calculations, Letter of Guarantee. (all Loan Services Letters)
• Fax Forms: Skip a Payment, Closing Loans, Adding and Removing Overdraft Protection.
• Reports: Auto Loan Investor, Loans Past Maturity, Life Insurance Over Age 66, Debt Protection Over Age 66, Loans Held by Shares/Certificated.
• Third party auto loan payoff checks
• Third Party Lien Releases.
• Complete training courses within established guidelines
• Actively contributes to DCU's Success Sharing initiatives and practices DCU's principles ofPeople Come First; Do the Right Thing; Make a Difference
• Maintains a high level of professionalism and respect during interactions with both members and colleagues alike
• Maintains a working knowledge of and adheres to DCU policies and procedures related to the position as well as all applicable regulations
• Performs work functions with attention to detail, within established timeframes and follows through as needed to complete tasks
• Meets or exceeds performance goals, including but not limited to, service level achievement, timeliness of tasks, quality of work, service quality and others as assigned
• Perform other job-related duties as assigned.

Essential Skills:

• 6+ months of experience in a financial institution (credit union, bank, mortgage company, auto lender, etc.)
• Customer service experience, preferably handling member/client inquiries
• Strong data entry and PC skills
• Ability to work in a high-volume processing environment with service level expectations

Location: Hillsboro Corporate Office | Hillsboro OR 97124ORMarlborough Corporate Office | Marlborough, MA

Target Compensation: $20.00 to $24.28 / hr + annual bonus