Loan Service Representative - Titles

Function

This position is responsible for assisting in all areas of the Consumer Loan Servicing group. Including but not limited to, title administration, collateral protection insurance, payment protection and loan maintenance.

This position is responsible for assisting in all areas of the Consumer Loan Servicing group. Including but not limited to, title administration, collateral protection insurance, payment protection and loan maintenance.

• Monitor and continuously work on the Manager Summary Reports in FDI’s Online Title Tracking System to ensure the proper perfection of vehicle titles securing Citadel’s auto loan portfolio and the timely release of titles when loans are satisfied.
• Administers the Collateral Protection Insurance tracking system with our third party, State National.
• Monitor and respond daily to all Synapsis queues sent to the Consumer Loans Servicing Group, which includes CPI, Titles, and loan servicing.
• Open and process all mail sent to the Loan Servicing Department on a daily basis.
• On a daily basis listen to and return all voicemails left on the Loan Servicing Representative extension (x6269) or personal extension.
• Check processing
• Processes Total Loss Claims. Respond to requests for Letters of Guarantee from insurance companies. Alert the member if a warranty was purchased. If Gap Insurance was purchased, assist in gathering paperwork to file a Gap Claim. Communicate with the borrower the Total Loss process and explain any remaining balance is the responsibility of the borrower.
• Administer the payment protection program through CUNA.
• On a weekly basis process received MV-38 forms and POA’s from the branches to ensure Citadel is recorded as the Lienholder.
• Process all title maintenance requests.
• Quote payoffs on auto loans to members, auto dealers, or other financial institutions.
• Issue Lien Releases when one is requested after verification the loan has been satisfied.
• Pull the Expired PA Lien Report monthly. Review to renew liens in accordance with Citadel’s policy.
• Work closely with retail department to secure all required documents to title and register a lease purchase loan. Deliver documentation and relevant funds to PA tag agency/DMV.
• Track and monitor the logistics of the paper title portfolio.
• Responsible for tracking flat fee chargeback and reserve refund criteria as part of Citadel’s indirect lending program including notification and follow‑up with participating dealerships.
• Perform modifications/recasts on payment transactions on consumer loans (excluding credit cards).
• Work closely with the Collections Department to update liens when loans are charged off and to forward titles to them when they are requested.
• Communicate with borrowers and insurance agents to verify and/or update the status of loan insurance for the purpose of establishing proof of insurance.
• Reviews weekly billing premium and refund reports of insurance premiums.
• Prepares and processes premium deficiency, repossession, theft, and skip claims at the end of each month.
• As part of the consumer Loan Servicing Team will assist in the processing of any Consumer Loan promotions that are offered on a yearly basis. Examples: skip a payment and Mastercard promotions.
• Assistance in any other areas at the manager’s discretion.

• One to two years of banking experience.
• Previous experience at a Tag Agency or Car Dealership preferred
• Collection Experience preferred
• Microsoft Office
• Must be able to work well independently and manage time wisely.
• Must have good communication and problem solving skills.
• Must have excellent customer service skills.
• Must be organized and detail oriented.
• Have the ability to adapt to change or new technology.
• Lending 360. Preferred
• Collateral Protection Insurance. Preferred
• Understanding of Citadel’s lending procedures and policies. Preferred
• Must be knowledgeable of the different title procedures of the states of Pennsylvania, Delaware, Maryland, New Jersey, and New York. Preferred

• High School Diploma or Equivalent.