Consumer Loan Servicing Specialist

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Under minimal supervision, completes research and adjustments and special loans processing for Consumer Lending portfolio including Home Equity Lines and Auto Loan servicing. Provides quality customer service to internal and external customers.

Responsible and accountable for risk by openly exchanging ideas and opinions, elevating concerns, and personally following policies and procedures as defined. Accountable for always doing the right thing for customers and colleagues, and ensures that actions and behaviors drive a positive customer experience. While operating within the Bank's risk appetite, achieves results by consistently identifying, assessing, managing, monitoring, and reporting risks of all types.

• Investigates and researches customer, and internal Retail and/or Affiliate inquiries to resolve issues related to Fair Credit Reporting Act (FCRA), Soldiers and Sailors Civil Relief Act (SCRA), RESPA, NACHA, Auto Billpayer payments, Consumer Insurance(Reg H), Interest Rates, Online Bill Pay, Zelle, Greensky, and all non‑monetary loan servicing (dealer reserve adjustments, collections processing, funding and boarding, account maintenance)
• Provide general support to internal and external Partners regarding research inquiries and issues
• Process daily Billpayer, Work Manager/One Front Door requests, OREQ’s, exception reports, pull reporting, and CMT’s
• Serve as departmental resource for ongoing questions and problems.
• Responsible for generating reports to confirm accuracy of interest rates for adjustable‑rate loans serviced in Consumer Lending portfolio. This includes manual updates to index rates, as well as reviewing customer rate change notifications for accuracy.
• Update Loss Mitigation Modifications to system per default guidelines.
• Ensure accounts that qualify under the Soldier's and Sailor's Civil Relief Act (SCRA) are adjusted to align with the regulatory requirement.
• Escalate and assist in solving high‑level/complex operational and customer service issues
• Respond and escalate CFBP Complaints and escalated Office of the President complaints accurately and timely
• Collaborate with Line of Business partners including:
  Collections, Loss Mitigation, Dealer Services, Regional Credit Center, IT, and OPCG to ensure customer issues are resolved accurately and timely
• Processing ACE transactions and wires to balance the data for reports, general ledger accounts, and entries for processing
• Communicate and report issues, as needed, to the management team
• Collaborate with Vendors including:
  Proctor Loan Protector, Service Link, Solidifi, FIS, FISERV, Transact is, NCP, Greensky, EWS, etc. to resolve customer requests
• Begins Cross training on processes including but not limited to Loan servicing, Zelle, OBP, ABP, External Transfer/POP money, insurance tracking, etc.
• Partners with external investors including Greensky to remit funds for Auto and Personal lending portfolios to ensure that remittances are completed accurately and within required timelines.
• Updates and maintains appropriate files, reports, and other documentation/data.
• Provides a high level of customer service when responding to vendors, external, and internal customers to resolve questions, inconsistencies, or missing data through professional correspondence.
• Safeguards sensitive data to ensure all customer information is handled appropriately to protect customer identity and meet compliance requirements.
• Maintains all departmental goals including quality and SLA established by management.
• Work special projects as assigned by Manager.
• Other duties as assigned

None.

• High School diploma or equivalent
• Minimum of 2 years prior Customer Service experience
• Minimum 1‑2 year Consumer banking experience in Servicing
• Knowledge of the fundamental concepts related to Consumer Home Equity Lines, Auto Loans, Specialty Loans and Lease accounts
• Strong analytical skills
• Ability to work independently,…