The Loan Support Specialist Representative is the hub that supports all facets of lending. They represent Treadwell Credit Union to all members and partner dealers. They engage members and partner dealers towards long-term success by ensuring accurate loans are being performed and expectations clearly communicated.
Responsibilities:
· Engage with members by phone, email, mail, or in person and provide excellent member service when responding to loan inquiries related to the status of loan accounts, application, payments, and any other concerns or questions.
· Collaborate with team members and management to accurately and efficiently assist members.
· Explain the loan process to include loan options, insurance required on credit union loan products, loan policies, interest rates, payoffs, etc.
· Answer questions, provide information, and/or route calls to appropriate loan officer.
· Adhere to timetables communicated to members and follow-up timely.
· Responsible for booking and funding indirect loans and compiling and analyzing the accuracy of all documents.
· Ensure all denial letters are provided to members.
· File and maintain digital records and paper files per retention policy.
· Verify employment of person(s) applying for loans as requested.
· Maintain a system and procedures to monitor that the required documentation is received and maintained appropriately and according to policies and procedures.
· Oversee all titled collateral and file, release and send collateralized titles to members as needed.
· Release mortgage liens per payoff procedures.
· Run, download, and process all items needed for paid off loans, credit card, and debit card reports.
· Draft letters of guarantee for all insurance payoffs and work with the collections department when this occurs.
· Communicate payoffs to insurance companies.
· Draft, image, and file loan participation documentation.
· Perform all CBS annual reviews.
· Mail all new indirect lending welcome letters and packets.
· Process monthly debt protection file.
· Close accounts and mail appropriate letters to members. Stop all ACH and ProPay payments as appropriate.
· Retrieve all US mail from all locations and disseminate accordingly.
· Post damage claim and skip claim payments and balance the GL.
· Transfer and/or post monthly bankruptcy payments and balance the GL.
· Call and email all indirect lending actionable items with appropriate dealer and follow up frequently.
· Maintain loan vault & ensure all loan and credit card files are categorized per the retention policy for closed accounts and charge offs.
· Scan and email all tracked Insurance information to State National daily.
· Process transactions as needed.
· Review, file, scan, and inform members of changes to their insurance.
· Utilizes proper etiquette throughout all communications.
· Demonstrates active listening and uses effective questioning skills to gather members’ information.
· Contributes toward achieving our DoGood mission.
· Conform/Comply with all applicable Treadwell Credit Union policies and procedures (internal controls) and Federal, State and Local regulations applicable.
- Ensure that all credit union members‐ and employee‐related business is kept in the strictest confidence.
- Treat all credit union members and employees with a positive and cooperative attitude.
- All other duties as assigned.
Previous experience with CU*Answers software a plus.
Qualifications:
· High school graduate or G.E.D.
· Knowledge of Products & Services
· Knowledge of Process Procedures
· Listening to members
· Time Management
· Flexibility
· Knowledge of Behaviors which fit and/or do not fit with each item of Treadwell Credit Union’s Core Values
· Work Style/Trait: Flexibility relative to Work Schedule and Willing to Work Overtime and Weekends
· Effective communication skills (oral and written)
· Ability to operate computer terminal and calculator/adding machine.
· Treadwell Credit Union applicants must be able to pass a background check including Credit, Drug Screen, Bondability, and Criminal Background.
· Must have a valid/unexpired driver’s license.
About Treadwell Credit Union
Treadwell Credit Union is a full-service credit union offering our members online banking, mobile apps, savings accounts, mortgages, and auto loans. The credit union philosophy us helping people versus making a profit, earnings are returned to the members-owners as higher savings rates, lower loan rates, lower fees, more convenient locations, new services, dividends, and more.
We provide Health, Dental, Vision Disability, and Life Insurance, complemented by incentive programs for employees enrolled in our Health Insurance. We offer up to a 5% a matching retirement plan. Our generous schedule for paid holidays, vacation and personal time allows you the flexibility you need to maintain work-life balance; and we also offer employee training and Employee Assistance Program (EAP).
Physical Demands
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this job, you will need to have good manual dexterity as well as speaking and hearing ability. This position requires sitting; some reaching; standing; some stooping or kneeling. The employee must occasionally lift and move up to 50 pounds. It is expected that the employee will read, compile, compute and record numerical and statistical data. Must drive occasionally.
Benefits:
- 401(k)
- Dental insurance
- Employee assistance program
- Flexible spending account
- Health insurance
- Life insurance
- Paid time off
- Retirement plan
- Vision insurance
Work Location: In person
