Job Description

Job Scope:

Provides support for consumer loan operations by performing routine tasks in accordance with established procedures, policies, and regulatory guidelines. Delivers accurate and courteous service to internal and external members, responds to basic loan-related inquiries, and supports Credit Union staff while ensuring confidentiality of member information. Works collaboratively to meet service expectations and upholds the Credit Union’s core values in all interactions.

Essential Functions

• Handle all member and Credit Union information with confidentiality and care, maintaining compliance with data security expectations.
• Respond to internal and external phone inquiries, including those from branches and the Contact Center, by providing courteous and accurate information using established resources and guidance.
• Support a positive member experience by listening effectively and assisting with routine questions or service needs.
• Perform routine support functions for the Consumer Loan Servicing team under supervision and in alignment with established procedures, service standards, and regulatory guidelines. Responsibilities may include the following:
• Learn and assist with setting up or removing automatic loan transfers and completing basic payment processing or account transactions.
• Assist in processing vehicle title and registration documents, partnering with third-party providers to support timely lien filing and documentation.
• Prepare outgoing certified and express mail as directed.
• Support vehicle title suspense tracking by logging incoming items and assisting with follow-up efforts under supervision.
• Complete routine member requests such as skip-a-pay, payoff quote requests, and payment change forms with clear direction and within defined timelines.
• Process and balance assigned daily batch transactions (e.g., loan payoffs, insurance checks) before end of shift.
• Assist with receiving and filing new titles from dealerships, checking for correct VINs and lien placement.
• Help ensure required loan documents are received and collateral is tracked according to procedures.
• Support vehicle loan payoff processing by assisting with pulling titles, lien releases, and preparing documents for delivery to members or lienholders.
• Collaborate with and provide support to the Consumer Loan Servicing team as needed.
• Perform other duties as assigned.

Requirements

Qualifications:

Experience and Education

• Minimum of 6 months of experience in a financial institution.
• Minimum of 6 months of customer service experience, with demonstrated ability to assist customers or members in a professional and courteous manner.
• High school diploma or GED equivalent.

Knowledge

• Basic understanding of customer service principles; able to respond politely and clearly to routine member inquiries.
• Willingness to learn about consumer loans, loan documentation, and related financial products.
• Developing familiarity with Credit Union products and services.
• Comfortable using basic computer applications such as Microsoft Office and the internet; able to learn internal systems with guidance.

Skills/Abilities

• Demonstrates courteous and professional interpersonal skills when interacting with members and team members.
• Responds promptly and politely to internal and external member inquiries across various delivery channels, using available resources and guidance.
• Maintains a positive and service-oriented attitude that reflects the Credit Union’s values and commitment to members.
• Works effectively as part of a team; willing to accept help and contribute when asked.
• Communicates clearly and respectfully with team members, supervisors, and members; listens and follows instructions.
• Able to explain basic loan servicing topics with guidance.
• Pays attention to detail and performs routine tasks with accuracy.
• Demonstrates reliability in following procedures and completing assigned tasks.
• Brings questions or unfamiliar issues to supervisor for guidance.
• Shows willingness to learn and improve skills through training and feedback.
• Able to stay organized and manage time with support in a structured environment.

Physical Requirements/Work Environment

• Primarily performs work in a standard office environment.
• Must be able to remain in a stationary position (e.g., seated at a desk or workstation) for extended periods.
• Frequent use of computer, keyboard, mouse, telephone, and standard office equipment.
• Must be able to communicate clearly and effectively in person, over the phone, and in writing.
• Occasional movement within the office to access files, printers, or attend meetings.
• May occasionally lift or move items up to 10 pounds (e.g., files, mail, small packages).