Consumer Loan Servicing Specialist I

Job Description

JOB INFORMATION

Title:

Consumer Loan Servicing Specialist I

Officer Title:

Grade:

15

FLSA Classification:

Non-Exempt

Date Last Edited:

11/14/2024

Reports To:

Supervisor Consumer Loan Servicing

Department:

Consumer Lending Operations

URL Link

https://hvfcu.jdxpert.com/ShowJob.aspx?EntityID=2&jobcode=613

PRIMARY FUNCTION

Ensure the upkeep and safekeeping of all consumer loan files. Perform routine loan maintenance and payment processing. Handle telephone & service request inquiries to the Consumer Lending area.

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Update loan files, supply information from loan files, send files for imaging, index & audit of documents in Synergy, maintain security of member loan files to specified guidelines and obtain paper or fiche copies for members of management, auditors or the Member Debt Solution department.

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Perform loan maintenance, loan research and payment processing as required.

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Maintain the accuracy of members’ stock certificates held by the Credit Union by performing semi-annual stock audits, adding or releasing stock held and establishing an accurate value for each stock.

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Generate recurring vendor reports and processes all claim filings for vehicle insurance, GAP and disability insurance.

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Responsible for lien perfecting for electronic and paper title states, boats and vehicles requiring UCC filings.

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Adhere to all Credit Union policies, procedures, and regulatory agency requirements. Participate in all required and recommended training and development including, but not limited to, Bank Secrecy Act training (BSA) and demonstrate attained knowledge. Participate on Credit Union teams, projects and strategic initiatives when the opportunity arises. Perform additional duties and special projects as assigned.

•

Embrace and apply HVCU’s guiding principles to all activities and responsibilities. This includes the Credit Union’s Mission, Vision, Core Values, Employee and Member Value Propositions, Sales and Service Model, and commitment to Lean Six Sigma practices. Support the Credit Union’s initiatives by demonstrating teamwork and professionalism.

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Responsible for regular and predictable attendance including punctuality.

High School Diploma, General Education Development (GED) certificate, or state authorized high school equivalent certificate.

X

Work history in a Credit Union or Financial Institution

X

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Ability to read, understand and interpret documents, procedures and policies.

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Ability to work in a fast-paced environment and deal with a variety of internal/external customer and vendor situations.

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Intermediate verbal, written and presentation skills.

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Ability to understand and accurately apply basic mathematical concepts.

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Ability to perform alphabetical and numerical sorting and filing.

PHYSICAL DEMANDS

Frequency

Physical Demand

Weight (lbs.)

Frequently

Sit for prolonged periods of time

Frequently

Required to communicate verbally

Frequently

Normal range of vision and hearing abilities required

Occasionally

Lift and/or move objects

50

Occasionally

Travel outside of work location to attend meetings and training programs

Frequently

Required to skillfully operate a computer, telephone and other standard office equipment

WORK ENVIRONMENT

•

Typically the noise level in the work environment is moderate.

•

May experience occasional job stress in dealing with difficult situations and/or high volume.

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High energy, high impact atmosphere.

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There are no significant hazardous conditions.

View Competencies

Problem Solving

Knowledge of approaches, tools, techniques for recognizing, anticipating, and resolving organizational, operational or process problems; ability to apply this knowledge appropriately to diverse situations.

Level 2

1. Uses fact-finding techniques and diagnostic tools to identify problems.

2. Identifies and documents specific problems and resolution alternatives.

3. Develops alternative techniques for assessing accuracy and relevance of information.

4. Helps to analyze risks and benefits of alternative approaches and obtain decision on resolution.

5. Examines a specific problem and understands the perspective of each involved stakeholder.

Service Request Management Process

Knowledge of and ability to apply the processes, activities and tools associated with managing customer requests.

Level 2

1. Receives, verifies and dispatches standard service requests.

2. Works with features and functions of service request support system.

3. Describes procedures for following the dispatched tasks and providing feedback to requester.

4. Follows established procedures for handling non-standard requests.

5. Cites examples of service requests which break down into multiple requests.

Flexibility and Adaptability

Adapts as needed; knowledge of successful approaches, tools, and techniques for dealing with changes and adapting to a changing environment.

Level 2

1. Accepts new or radical ideas with an open mind; avoids snap reactions.

2. Adjusts to new or changing assignments, processes, and people.

3. Demonstrates ability to successfully manage multiple tasks and priorities.

4. Demonstrates willingness to listen to other opinions.

5. Identifies and considers alternative approaches to situations or problems.

Work Standards

Sets high standards of performance for self and others; assumes responsibility and accountability for successfully completing assignments or tasks.

Level 2

1. Documents how results were obtained to support knowledge transfer and best practices.

2. Helps others drive tasks to completion as appropriate.

3. Holds self and others accountable for delivering on all commitments.

4. Identifies actions necessary to achieve task completion and to obtain results. Meets schedules, deadlines, and performance goals.

5. Recognizes the need for assistance and secures additional resources as needed. Escalates issues and unusual findings that could have an adverse impact on the business.

6. Understands and appropriately applies principles, procedures, requirements, regulations, and policies related to role.

Service Excellence

Consistently incorporates Hudson Valley's member and employee value proposition, reinforcing organizational culture and brand differentiators.

Level 1

1. Anticipates and meets the needs of both internal and external customers. Delivers high quality service and is committed to continuous improvement.

2. Consults with management on modifying business processes to enhance service delivery. Monitors own work to ensure quality and apply feedback to improve performance.

3. Integrates core values into the way work is done and how relationships are conducted.

4. Possesses knowledge of customer service concepts and techniques; ability to meet or exceed customer needs and expectations and provide excellent service in a direct or indirect manner.

5. Tailors communications based on others’ needs, motivations and agendas.

This job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee in this position.  Additional functions and requirements may be assigned by supervisors as deemed appropriate, with or without notice.

Nothing contained in this material creates a contract of employment between an employee and Hudson Valley Credit Union or otherwise alters the at-will nature of the employment relationship.

Are you able to perform the essential functions listed in this job description with or without reasonable accommodation?  YES_______  NO_______

By signing below you certify that you have received this job description and understand the requirements, essential functions and duties of the position.  If you are currently employed in this position, your signature acknowledge that this job description accurately describes the position, including its essential functions.

Name:  _____________________________________________

Signature: _____________________________________________

Date:  _____________________________________________ 

Please also note that Hudson Valley Credit Union respects the religious beliefs and practices of employees and will, on request, reasonably accommodate its employees when a reasonable accommodation is available that does not create an undue hardship on the Credit Union’s business.  Therefore, unavailability for work due to religious observances or practices may not be a bar to employment.